Notice2025-20805
Agency Information Collection Activity Under OMB Review: 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
November 25, 2025
Issuing agencies
Veterans Affairs Department
Abstract
In compliance with the Paperwork Reduction Act (PRA) of 1995, this notice announces that the Veterans Experience Office, Department of Veterans Affairs, will submit the collection of information abstracted below to the Office of Management and Budget (OMB) for review and comment. The PRA submission describes the nature of the information collection and its expected cost and burden, and it includes the actual data collection instrument.
Full Text
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<title>Federal Register, Volume 90 Issue 225 (Tuesday, November 25, 2025)</title>
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[Federal Register Volume 90, Number 225 (Tuesday, November 25, 2025)]
[Notices]
[Pages 53444-53445]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2025-20805]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0876]
Agency Information Collection Activity Under OMB Review:
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: In compliance with the Paperwork Reduction Act (PRA) of 1995,
this notice announces that the Veterans Experience Office, Department
of Veterans Affairs, will submit the collection of information
abstracted below to the Office of Management and Budget (OMB) for
review and comment. The PRA submission describes the nature of the
information collection and its expected cost and burden, and it
includes the actual data collection instrument.
DATES: Comments and recommendations for the proposed
[[Page 53445]]
information collection should be sent by December 26, 2025.
ADDRESSES: To submit comments and recommendations for the proposed
information collection, please type the following link into your
browser: <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>, select ``Currently under
Review--Open for Public Comments'', then search the list for the
information collection by Title or ``OMB Control No. 2900-0876.''
FOR FURTHER INFORMATION CONTACT: VA PRA information: Dorothy Glasgow,
202-461-1084, <a href="/cdn-cgi/l/email-protection#eeb8afbebcafae988fc0898198"><span class="__cf_email__" data-cfemail="a2f4e3f2f0e3e2d4c38cc5cdd4">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
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>.
Type of Review: ICR Revision.
Abstract: This ICR Revision seeks to extend the expiration date
that currently expires in February 2026, and increase the burden hours
associated with the Department of Veterans Affairs customer experience
data collection system from 344,083 to 504,982, and the number of
responses from 4,012,000 to 5,942,778. VA, when it last revised
Clearance for A-11 Section 280 Improving Customer Experience
Information Collection, calculated total the burden needed based on the
number of Customer Satisfaction surveys under management (141 in
calendar year 2022) and our informed estimate of growth in number of
surveys under management. As a result of unexpectedly strong and robust
need (and corresponding requests) for new customer experience surveys
by VA customers (stakeholders and partners), VA has already reached 176
surveys under management and anticipate reaching 200 by the end of
Fiscal Year 2027. This anticipated growth and per our models for growth
from now until our current ICR expires in February 2025, directly
translates into a corresponding need for an increase in associated
burden hours from 344,083 to 504,982, and the number of responses from
4,012,000 to 5,942,778, to accommodate the current and future demand.
General Background on Our Customer Experience Data Collection Listening
Tools
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 according to research, government services continue
to lag behind the private sector in customer satisfaction and
experience quality. 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 in the near future. 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.
An agency may not conduct or sponsor, and a person is not required
to respond to a collection of information unless it displays a
currently valid OMB control number. The Federal Register Notice with a
60-day comment period soliciting comments on this collection of
information was published at: 90 FR 43511, September 9, 2025.
Affected Public: Individuals or Households.
Estimated Annual Burden: 504,982.
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 Information Technology, Data Governance Analytics Department
of Veterans Affairs.
[FR Doc. 2025-20805 Filed 11-24-25; 8:45 a.m.]
BILLING CODE 8320-01-P
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