Agency Information Collection Activities; Submission to the Office of Management and Budget; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

Issuing agencies

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

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<title>Federal Register, Volume 91 Issue 192 (Tuesday, October 6, 2026)</title>
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[Federal Register Volume 91, Number 192 (Tuesday, October 6, 2026)]
[Notices]
[Pages 63578-63580]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2026-20397]


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DEPARTMENT OF THE INTERIOR

Office of the Secretary

[2560102DM; DS6CS00000; DLSN00000.000000; OMB Control Number 1090-0012]


Agency Information Collection Activities; Submission to the 
Office of Management and Budget; Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation)

AGENCY: Department of the Interior.

ACTION: Notice of information collection; request for comment.

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[[Page 63579]]

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 
November 5, 2026.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent within 30 days of publication of 
this notice to <a href="https://www.reginfo.gov/public/do/PRAMain">https://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. 
Please provide a copy of your comments 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#ce8a8187e39e9c8f8ea7a1bde0aaa1a7e0a9a1b8"><span class="__cf_email__" data-cfemail="91d5ded8bcc1c3d0d1f8fee2bff5fef8bff6fee7">[email&#160;protected]</span></a>. Please 
reference OMB Control Number 1090-0012 in the subject line of your 
comments.

FOR FURTHER INFORMATION CONTACT: Jeffrey Parrillo, Departmental 
Information Collection Clearance Officer, by email at <a href="/cdn-cgi/l/email-protection#cf8b8086e29f9d8e8fa6a0bce1aba0a6e1a8a0b9"><span class="__cf_email__" data-cfemail="397d767014696b787950564a175d5650175e564f">[email&#160;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. 
You may also view the information collection request at <a href="https://www.reginfo.gov/public/do/PRAMain">https://www.reginfo.gov/public/do/PRAMain</a>.

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction 
Act (PRA; 44 U.S.C. 3501 et seq.) and its implementing regulations at 5 
CFR part 1320, 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 
Office of Management and Budget (OMB) control number.
    On April 9, 2026, we published in the Federal Register (91 FR 
17984) a notice of our intent to request that OMB approve this 
information collection. In that notice, we solicited comments for 60 
days, ending on June 8, 2026. We did not receive any comments in 
response to that notice.
    As part of our continuing effort to reduce paperwork and respondent 
burdens, we are again inviting 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 comments 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. Before including your address, phone number, email 
address, or other personally identifiable information in your comment, 
you should be aware that your entire comment--including your personally 
identifiable information--may be publicly available at any time. While 
you can ask us in your comment to withhold your personally identifiable 
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/2025/08/a11.pdf">https://www.whitehouse.gov/wp-content/uploads/2025/08/a11.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 with 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 noncontroversial and do not raise 
issues of concern to other Federal agencies;
    <bullet> Any collection is 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;
    <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

[[Page 63580]]

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 without change of a currently approved 
collection.
    Respondents/Affected Public: Individuals/Households, Private 
Sector, and State/local/Tribal Governments.
    Total Estimated Number of Annual Respondents: 146,384.
    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: Required to obtain or retain a benefit.
    Frequency of Collection: On occasion.
    Total Estimated Annual Nonhour Burden Cost: None.
    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. 2026-20397 Filed 10-5-26; 8:45 am]
BILLING CODE 4334-63-P


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