Notice2025-05949
Submission for OMB Review; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
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
April 7, 2025
Issuing agencies
General Services Administration
Abstract
The General Services Administration (GSA) has under OMB review the following proposed Information Collection Request "Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)" for approval under the Paperwork Reduction Act (PRA).
Full Text
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<title>Federal Register, Volume 90 Issue 65 (Monday, April 7, 2025)</title>
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[Federal Register Volume 90, Number 65 (Monday, April 7, 2025)]
[Notices]
[Pages 15005-15006]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2025-05949]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-0325; Docket No. 2024-0001; Sequence No. 16]
Submission for OMB Review; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: General Services Administration (GSA).
ACTION: Notice; request for comment.
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SUMMARY: The General Services Administration (GSA) has under OMB review
the following proposed Information Collection Request ``Improving
Customer Experience (OMB Circular A-11, Section 280 Implementation)''
for approval under the Paperwork Reduction Act (PRA).
DATES: Submit comments on or before May 7, 2025.
ADDRESSES: Written comments and recommendations for this information
collection should be sent within 30 days of publication of this notice
to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this particular information
collection by selecting ``Currently under Review--Open for Public
Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Nicole Bynum, Regulatory Program Specialist, at
202-501-4755, or email to <a href="/cdn-cgi/l/email-protection#99decad8cbfcfecafcfad9feeaf8b7fef6ef"><span class="__cf_email__" data-cfemail="6f283c2e3d0a083c0a0c2f081c0e41080019">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
A. Purpose
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
Abstract: Under the Government Service Delivery Improvement (GSDI)
Act \1\ and the 21st Century Integrated Digital Experience Act,\2\
along with OMB guidance, agencies are obligated to continually improve
the services they provide the public and to collect qualitative and
quantitative data from the public to do so.
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\1\ 5 U.S.C. 321-24.
\2\ 44 U.S.C. 3501 note.
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The purpose of this request is to facilitate the General Service
Administration's (hereafter ``the Agency's'') ability to collect
feedback from the public to continue to improve its services, thereby
facilitating its compliance with statutory requirements and general
principles of good governance. GSA 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 any
relevant OMB guidance for the required reporting to OMB of data from
surveys.
<bullet> Outside of the 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 pass back process with the agency.
Type of Review: Renewal of an existing collection.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
B. Annual Reporting Burden
Estimated Number of Respondents: Below is an estimate of the
aggregate burden hours for this new collection.
Average Expected Annual Number of Activities: Four types, namely:
Screeners (e.g., distributed before or during a usability testing
session or other kind of session); Question script
[[Page 15006]]
for focus group, interview group, etc., though scripts for usability
testing sessions are exempt; Surveys to obtain feedback immediately
following a transaction--Limited to 15 questions and 5 minutes max;
Other surveys.
Average Number of Respondents per Activity: 1 response per
respondent per activity.
Annual Responses: 1,101,500.
Average Minutes per Response: 3 minutes-90 minutes, dependent upon
activity.
Burden Hours: GSA requests 100,800 burden hours.
C. Public Comments
A 60-day notice was published in the Federal Register at 89 FR
101603 on December 16, 2024. No public comments were received.
Obtaining Copies: Requesters may obtain a copy of the information
collection documents from the GSA Regulatory Secretariat Division, by
emailing <a href="/cdn-cgi/l/email-protection#cf889c8e9daaa89caaac8fa8bcaee1a8a0b9"><span class="__cf_email__" data-cfemail="10574351427577437573507763713e777f66">[email protected]</span></a>.
Lois Mandell,
Director, Regulatory Secretariat Division, General Services
Administration.
[FR Doc. 2025-05949 Filed 4-4-25; 8:45 am]
BILLING CODE P
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