Notice2025-17264
Agency Information Collection Activity: Clearance for A-11 Section 280 Improving Customer Experience Information Collection
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
September 9, 2025
Issuing agencies
Veterans Affairs Department
Abstract
Veterans Experience Office, Department of Veterans Affairs (VA), is announcing an opportunity for public comment on the proposed collection of certain information by the agency. Under the Paperwork Reduction Act (PRA) of 1995, Federal agencies are required to publish notice in the Federal Register concerning each proposed collection of information, including each proposed extension of a currently approved collection, and allow 60 days for public comment in response to the notice.
Full Text
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<title>Federal Register, Volume 90 Issue 172 (Tuesday, September 9, 2025)</title>
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[Federal Register Volume 90, Number 172 (Tuesday, September 9, 2025)]
[Notices]
[Pages 43511-43512]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2025-17264]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0876]
Agency Information Collection Activity: Clearance for A-11
Section 280 Improving Customer Experience Information Collection
AGENCY: Veterans Experience Office, Department of Veterans Affairs.
ACTION: Notice.
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SUMMARY: Veterans Experience Office, Department of Veterans Affairs
(VA), is announcing an opportunity for public comment on the proposed
collection of certain information by the agency. Under the Paperwork
Reduction Act (PRA) of 1995, Federal agencies are required to publish
notice in the Federal Register concerning each proposed collection of
information, including each proposed extension of a currently approved
collection, and allow 60 days for public comment in response to the
notice.
DATES: Comments must be received on or before November 10, 2025.
ADDRESSES: Comments must be submitted through <a href="http://www.regulations.gov">www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT:
Program-Specific information: Todd Stawicki, 908-768-5372,
<a href="/cdn-cgi/l/email-protection#c8bca7acace6bbbca9bfa1aba3a188bea9e6afa7be"><span class="__cf_email__" data-cfemail="4e3a212a2a603d3a2f39272d25270e382f60292138">[email protected]</span></a>.
VA PRA information: Dorothy Glasgow, 202-461-1084, <a href="/cdn-cgi/l/email-protection#acfaedfcfeedecdacd82cbc3da"><span class="__cf_email__" data-cfemail="e2b4a3b2b0a3a29483cc858d94">[email protected]</span></a>.
[[Page 43512]]
SUPPLEMENTARY INFORMATION: Under the PRA of 1995, Federal agencies must
obtain approval from the Office of Management and Budget (OMB) for each
collection of information they conduct or sponsor. This request for
comment is being made pursuant to Section 3506(c)(2)(A) of the PRA.
With respect to the following collection of information, VEO
invites comments on: (1) whether the proposed collection of information
is necessary for the proper performance of VEO's functions, including
whether the information will have practical utility; (2) the accuracy
of VEO's estimate of the burden of the proposed collection of
information; (3) ways to enhance the quality, utility, and clarity of
the information to be collected; and (4) ways to minimize the burden of
the collection of information on respondents, including through the use
of automated collection techniques or the use of other forms of
information technology.
Title: Clearance for A-11 Section 280 Improving Customer Experience
Information Collection.
OMB Control Number: 2900-0876. <a href="https://www.reginfo.gov/public/do/PRASearch">https://www.reginfo.gov/public/do/PRASearch</a> (Once at this link, you can enter the OMB Control Number to
find the historical versions of this Information Collection).
Type of Review: Revision.
Abstract: Whether seeking a loan, Social Security benefits,
Veterans benefits, or other services provided by the Federal
Government, individuals and businesses expect Government customer
services to be efficient and intuitive, just like services from leading
private-sector organizations. Yet the 2016 American Consumer
Satisfaction Index and the 2017 Forrester Federal Customer Experience
Index show that, on average, Government services lag nine percentage
points behind the private sector.
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. To support this, OMB
Circular A-11 Section 280 established government-wide standards for
mature customer experience organizations in government and measurement.
To enable Federal programs to deliver the experience taxpayers deserve,
they must undertake three general categories of activities: conduct
ongoing customer research, gather and share customer feedback, and test
services and digital products.
These data collection efforts may be either qualitative or
quantitative in nature or may consist of mixed methods. Additionally,
data may be collected via a variety of means, including but not limited
to electronic or social media, direct or indirect observation (i.e., in
person, video and audio collections), interviews, questionnaires,
surveys, and focus groups. Veterans Experience Office will limit its
inquiries to data collections that solicit strictly voluntary opinions
or responses. Steps will be taken to ensure anonymity of respondents in
each activity covered by this request.
The results of the data collected will be used to improve the
delivery of Federal services and programs. It will include the creation
of personas, customer journey maps, reports and summaries of customer
feedback data and user insights.
The Veterans Experience Office will collect this information by
electronic means, when possible, as well as by mail, fax, telephone,
technical discussions, and in-person interviews. Veterans Experience
Office may also utilize observational techniques to collect this
information.
Collections will be targeted at the solicitation of opinions from
respondents who have experience with the program or may have experience
with the program soon. For the purposes of this request, ``customers''
are individuals, businesses, and organizations that interact with a
Federal Government agency or program, either directly or via a federal
contractor. This could include individuals or households; businesses or
other for-profit organizations; not-for-profit institutions; State,
local or tribal governments; Federal government; and Universities.
Affected Public: Individuals and households.
Estimated Annual Burden: 504,982 hours.
Estimated Average Burden per Respondent: Varied, dependent upon the
data collection method used. The possible response time to complete a
questionnaire or survey may be 2 minutes or up to 2 hours to
participate in an interview.
Frequency of Response: Varied, dependent upon the data collection
method used.
Estimated Number of Respondents: 5,942,778.
Authority: 44 U.S.C. 3501 et seq.
Dorothy Glasgow,
Acting, VA PRA Clearance Officer, Office of Enterprise and Integration/
Data Governance Analytics, Department of Veterans Affairs.
[FR Doc. 2025-17264 Filed 9-8-25; 8:45 am]
BILLING CODE 8320-01-P
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