Notice2025-16555
Submission for OMB Review; Improving Customer Experience-Implementation of Section 280 of OMB Circular A-11
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 28, 2025
Issuing agencies
General Services Administration
Abstract
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 165 (Thursday, August 28, 2025)</title>
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[Federal Register Volume 90, Number 165 (Thursday, August 28, 2025)]
[Notices]
[Page 42013]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2025-16555]
[[Page 42013]]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-0321; Docket No. 2025-0001; Sequence No. 14]
Submission for OMB Review; Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11
AGENCY: General Services Administration (GSA).
ACTION: Notice; request for comment.
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SUMMARY: 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 September 29, 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#a3e4f0e2f1c6c4f0c6c0e3c4d0c28dc4ccd5"><span class="__cf_email__" data-cfemail="8ccbdfcddee9ebdfe9efccebffeda2ebe3fa">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
A. Purpose: 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 General Services Administration (hereafter ``the Agency'') has
developed a survey collection tool (<a href="https://touchpoints.digital.gov/">https://touchpoints.digital.gov/</a>)
that Federal agencies may use to collect this customer feedback. The
purpose of this request is to facilitate federal agencies' ability to
collect feedback from the public using this GSA Touchpoints survey
tool, or any subsequent GSA survey tool that uses a different name.
Collecting feedback from the public will allow agencies to continue to
improve federal services, thereby facilitating compliance with
statutory requirements and general principles of good governance.
An agency using the Touchpoints survey tool 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, meaning they do not
raise issues that warrant public comment;
<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 the agency will comply with applicable
legal and policy requirements to ensure its protection;
<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 passback process with the agency.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
B. Annual Reporting Burden: Below is an estimate of the aggregate
burden hours for this collection.
Average Expected Annual Number of Activities: Approximately 50
customer feedback surveys.
Average Number of Respondents per Activity: Range varies greatly
depending on Federal Service.
Annual Responses: Approximately 40,000,000.
Average Minutes per Response: 3 minutes.
Burden Hours: 2,000,000.
C. Public Comments: A 30-day notice was published in the Federal
Register at 90 FR on. No comments were received.
Obtaining Copies of Proposals: Requesters may obtain a copy of the
information collection documents from the GSA Regulatory Secretariat
Division, by calling 202-501-4755 or emailing <a href="/cdn-cgi/l/email-protection#41061200132426122422012632206f262e37"><span class="__cf_email__" data-cfemail="1f584c5e4d7a784c7a7c5f786c7e31787069">[email protected]</span></a>. Please
cite OMB Control No. 3090-0321 Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11.
Patrick Dale,
Management & Program Analyst, Office of Acquisition Policy, General
Services Administration.
[FR Doc. 2025-16555 Filed 8-27-25; 8:45 am]
BILLING CODE 6820-34-P
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