Notice2024-17337
Notice of Request for Public Comment
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
August 6, 2024
Issuing agencies
Small Business Administration
Abstract
The Small Business Administration (SBA) intends to request approval, from the Office of Management and Budget (OMB) for the collection of information described below. The Paperwork Reduction Act (PRA) of 1995 requires Federal agencies to publish a notice in the Federal Register concerning each proposed collection of information before submission to OMB, and to allow 60 days for public comment in response to the notice. This notice complies with that requirement.
Full Text
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<title>Federal Register, Volume 89 Issue 151 (Tuesday, August 6, 2024)</title>
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[Federal Register Volume 89, Number 151 (Tuesday, August 6, 2024)]
[Notices]
[Page 64035]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-17337]
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SMALL BUSINESS ADMINISTRATION
Notice of Request for Public Comment
ACTION: 60-Day notice and request for comments.
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SUMMARY: The Small Business Administration (SBA) intends to request
approval, from the Office of Management and Budget (OMB) for the
collection of information described below. The Paperwork Reduction Act
(PRA) of 1995 requires Federal agencies to publish a notice in the
Federal Register concerning each proposed collection of information
before submission to OMB, and to allow 60 days for public comment in
response to the notice. This notice complies with that requirement.
DATES: Submit comments on or before October 7, 2024.
ADDRESSES: Send all comments to Curtis B. Rich, Management Analyst,
202-205-7030. <a href="/cdn-cgi/l/email-protection#13506661677a603d617a707b536071723d747c65"><span class="__cf_email__" data-cfemail="713204030518025f03181219310213105f161e07">[email protected]</span></a>.
FOR FURTHER INFORMATION CONTACT: Curtis B. Rich, Management Analyst,
202-205-7030, <a href="/cdn-cgi/l/email-protection" class="__cf_email__" data-cfemail="086b7d7a7c617b267a616b60487b6a69266f677e">[email protected]</a>.
SUPPLEMENTARY INFORMATION:
Abstract: A modern, streamlined and responsive customer experience
means: Raising government-wide customer experience to the average of
the private sector service industry; developing indicators for high-
impact Federal programs to monitor progress towards excellent customer
experience and mature digital services; and providing the structure
(including increasing transparency) and resources to ensure customer
experience is a focal point for agency leadership.
This proposed information collection activity provides a means to
garner customer and stakeholder feedback in an efficient, timely manner
in accordance with section 280 of OMB Circular A-11 at <a href="https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf">https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf</a>.
The U.S. Small Business Administration will collect, analyze, and
interpret information gathered through this generic clearance to
identify services' accessibility, navigation, and use by customers, and
make improvements in service delivery based on customer insights
gathered through developing an understanding of the customer experience
interacting with Government. The results will be used to improve the
delivery of Federal services and programs. It will also provide
government-wide data on customer experience that can be displayed on
<a href="https://www.performance.gov">https://www.performance.gov</a> to help build transparency and
accountability of Federal programs to the customers they serve.
SBA will only submit collections if they meet the following
criteria:
<bullet> The collections are voluntary;
<bullet> The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per respondent)
and are low-cost for both the respondents and the Federal Government;
<bullet> The collections are non-controversial;
<bullet> Any collection is targeted to the solicitation of opinions
from respondents who have experience with the program or may have
experience with the program in the near future;
<bullet> Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
<bullet> Information gathered is intended to be used for general
service improvement and program management purposes.
<bullet> The agency will follow the procedures specified in OMB
Circular A-11 Section 280 for the required quarterly reporting to OMB
of trust data and experience driver data from surveys.
<bullet> Outside of the quarterly reporting mentioned in the bullet
immediately above, if the agency intends to release journey maps, user
personas, reports, or other data-related summaries stemming from this
collection, the agency must include appropriate caveats around those
summaries, noting that conclusions should not be generalized beyond the
sample, considering the sample size and response rates. The agency must
submit the data summary itself (e.g., the report) and the caveat
language mentioned above to OMB before it releases them outside the
agency. OMB will engage in a passback process with the agency.
Public responses to these individual collections will provide
insights in improving services offered to the public. If this
information is not collected, vital feedback from customers and
stakeholders on services will be unavailable.
Solicitation of Public Comments
SBA is requesting comments on (a) Whether the collection of
information is necessary for the agency to properly perform its
functions; (b) whether the burden estimates are accurate; (c) whether
there are ways to minimize the burden, including through the use of
automated techniques or other forms of information technology; and (d)
whether there are ways to enhance the quality, utility, and clarity of
the information.
Summary of Information Collection
Title: Generic Clearance for SBA Customer Experience Data
Collections.
Description of Respondents: Generic Customer Base.
Form Number: N/A.
Total Estimated Annual Responses: 2,001,550.
Total Estimated Annual Hour Burden: 101,125.
Curtis Rich,
Management Analyst.
[FR Doc. 2024-17337 Filed 8-5-24; 8:45 am]
BILLING CODE 8026-09-P
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