Notice2026-06899
Agency Information Collection Activities; 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 9, 2026
Issuing agencies
Interior Department
Abstract
In accordance with the Paperwork Reduction Act of 1995, we, the Department of the Interior are proposing to renew an information collection.
Full Text
<html>
<head>
<title>Federal Register, Volume 91 Issue 68 (Thursday, April 9, 2026)</title>
</head>
<body><pre>
[Federal Register Volume 91, Number 68 (Thursday, April 9, 2026)]
[Notices]
[Pages 17984-17986]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2026-06899]
-----------------------------------------------------------------------
DEPARTMENT OF THE INTERIOR
[2560102DM; DS6CS00000; DLSN00000.000000; OMB Control Number 1090-0012]
Agency Information Collection Activities; Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Department of the Interior.
[[Page 17985]]
ACTION: Notice of Information Collection; request for comment.
-----------------------------------------------------------------------
SUMMARY: In accordance with the Paperwork Reduction Act of 1995, we,
the Department of the Interior are proposing to renew an information
collection.
DATES: Interested persons are invited to submit comments on or before
June 8, 2026.
ADDRESSES: Send your comments on this information collection request
(ICR) by mail to Jeffrey Parrillo, Departmental Information Collection
Clearance Officer, 1849 C Street NW, Washington, DC 20240; or by email
to <a href="/cdn-cgi/l/email-protection#c4808b8de994968584adabb7eaa0abadeaa3abb2"><span class="__cf_email__" data-cfemail="44000b0d69141605042d2b376a202b2d6a232b32">[email protected]</span></a>. Please reference OMB Control Number 1090-0012
in the subject line of your comments.
FOR FURTHER INFORMATION CONTACT: To request additional information
about this ICR, contact Jeffrey Parrillo, Departmental Information
Collection Clearance Officer, 1849 C Street NW, Washington, DC 20240;
or by email to <a href="/cdn-cgi/l/email-protection#793d363054292b383910160a571d1610571e160f"><span class="__cf_email__" data-cfemail="f2b6bdbbdfa2a0b3b29b9d81dc969d9bdc959d84">[email protected]</span></a>, or by telephone at 202-208-7072.
Individuals in the United States who are deaf, deafblind, hard of
hearing, or have a speech disability may dial 711 (TTY, TDD, or
TeleBraille) to access telecommunications relay services. Individuals
outside the United States should use the relay services offered within
their country to make international calls to the point-of-contact in
the United States.
SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction
Act of 1995 (PRA, 44 U.S.C. 3501 et seq.) and 5 CFR 1320.8(d)(1), all
information collections require approval under the PRA. We may not
conduct or sponsor and you are not required to respond to a collection
of information unless it displays a currently valid OMB control number.
As part of our continuing effort to reduce paperwork and respondent
burdens, we invite the public and other Federal agencies to comment on
new, proposed, revised, and continuing collections of information. This
helps us assess the impact of our information collection requirements
and minimize the public's reporting burden. It also helps the public
understand our information collection requirements and provide the
requested data in the desired format.
We are especially interested in public comment addressing the
following:
(1) Whether or not the collection of information is necessary for
the proper performance of the functions of the agency, including
whether or not the information will have practical utility;
(2) The accuracy of our estimate of the burden for this collection
of information, including the validity of the methodology and
assumptions used;
(3) Ways to enhance the quality, utility, and clarity of the
information to be collected; and
(4) How might the agency minimize the burden of the collection of
information on those who are to respond, including through the use of
appropriate automated, electronic, mechanical, or other technological
collection techniques or other forms of information technology, e.g.,
permitting electronic submission of response.
Comments that you submit in response to this notice are a matter of
public record. We will include or summarize each comment in our request
to OMB to approve this ICR. Before including your address, phone
number, email address, or other personal identifying information in
your comment, you should be aware that your entire comment--including
your personal identifying information--may be made publicly available
at any time. While you can ask us in your comment to withhold your
personal identifying information from public review, we cannot
guarantee that we will be able to do so.
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 information collection activity provides a means to garner
customer and stakeholder feedback in an efficient, timely manner in
accordance with the Administration's commitment to improving customer
service delivery as discussed in 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>.
As discussed in OMB guidance, agencies should identify their
highest-impact customer journeys (using customer volume, annual program
cost, and/or knowledge of customer priority as weighting factors) and
select touchpoints/transactions within those journeys to collect
feedback.
These 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="http://www.performance.gov">www.performance.gov</a> to
help build transparency and accountability of Federal programs to the
customers they serve.
As a general matter, these information collections will not result
in any new system of records containing privacy information and will
not ask questions of a sensitive nature, such as sexual behavior and
attitudes, religious beliefs, and other matters that are commonly
considered private.
The Department of the Interior 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 and do not raise
issues of concern to other Federal agencies;
<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> Upon agreement between OMB and the agency, all or a subset
of information may be released as part of A-11, Section 280
requirements on <a href="http://performance.gov">performance.gov</a>. Summaries of customer research and
user testing activities may be included in public-facing customer
journey maps.
<bullet> Additional release of data must be done in coordination
with OMB.
These collections will allow for ongoing, collaborative and
actionable communications between the Agency, its customers and
stakeholders, and OMB as it monitors agency compliance on Section 280.
These responses will inform efforts to improve or maintain the quality
of service offered to the public. If this information is not collected,
vital feedback from customers and stakeholders on services will be
unavailable.
Title of Collection: Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation).
OMB Control Number: 1090-0012.
Form Number: None.
Type of Review: Extension of a currently approved collection.
Respondents/Affected Public: Individuals and Households, Businesses
and Organizations, State, Local or Tribal Government.
Total Estimated Number of Annual Respondents: 146,384.
[[Page 17986]]
Total Estimated Number of Annual Responses: 146,384.
Estimated Completion Time per Response: Varied, dependent upon the
possible response time to complete a questionnaire or survey may be 3
minutes up to 90 minutes to participate in an interview based on the
data collection method used.
Total Estimated Number of Annual Burden Hours: 13,876.
Respondent's Obligation: Voluntary.
Frequency of Collection: One time.
Total Estimated Annual Nonhour Burden Cost: None.
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 authority for this action is the Paperwork Reduction Act of
1995 (44 U.S.C. 3501 et seq.).
Jeffrey Parrillo,
Departmental Information Collection Clearance Officer.
[FR Doc. 2026-06899 Filed 4-8-26; 8:45 am]
BILLING CODE 4334-63-P
</pre><script data-cfasync="false" src="/cdn-cgi/scripts/5c5dd728/cloudflare-static/email-decode.min.js"></script></body>
</html>Indexed from Federal Register on April 9, 2026.
This is legal information, not legal advice. Laws vary by jurisdiction and change frequently. Always verify current law with official sources and consult a licensed attorney in your jurisdiction for advice on your specific situation.