Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 5367-5368 [2020-01651]
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5367
Notices
Federal Register
Vol. 85, No. 20
Thursday, January 30, 2020
This section of the FEDERAL REGISTER
contains documents other than rules or
proposed rules that are applicable to the
public. Notices of hearings and investigations,
committee meetings, agency decisions and
rulings, delegations of authority, filing of
petitions and applications and agency
statements of organization and functions are
examples of documents appearing in this
section.
DEPARTMENT OF AGRICULTURE
[OMB Control No. 0503–XXXX]
Information Collection; Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
Department of Agriculture.
Notice and request for
comments.
AGENCY:
ACTION:
As part of the
Administration’s commitment to
improving customer service delivery,
the Department of Agriculture, 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:
March 2, 2020.
ADDRESSES: Submit comments
identified by Information Collection
0503–XXXX, Improving Customer
Experience (OMB Circular A–11,
Section 280 Implementation), by any of
the following methods:
• Federal eRulemaking portal:
https://www.regulations.gov. Follow the
instructions for submitting comments.
Comments submitted electronically,
including attachments to https://
www.regulations.gov, will be posted to
the docket unchanged.
• Mail: Departmental Clearance
Office, USDA, OCIO, Mail Stop 7602,
Washington, DC 20250–7602, Improving
Customer Experience (OMB Circular A–
11, Section 280 Implementation).
Instructions: Please submit comments
only and cite Information Collection
0503–XXXX, Improving Customer
Experience (OMB Circular
A–11, Section 280 Implementation) in
all correspondence related to this
collection. To confirm receipt of your
comment(s), please check
regulations.gov, approximately two-to-
khammond on DSKJM1Z7X2PROD with NOTICES
SUMMARY:
VerDate Sep<11>2014
16:56 Jan 29, 2020
Jkt 250001
three business days after submission to
verify posting (except allow 30 days for
posting of comments submitted by
mail).
FOR FURTHER INFORMATION CONTACT:
Requests for additional information
should be directed to Ruth Brown,
Office of the Chief Information Officer,
Information Resources Management
Center, 1200 Independence Avenue SW,
Washington, DC 20250 or via email to:
USDA.PRA@USDA.gov.
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience
(OMB Circular A–11, Section 280
Implementation).
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 proposed 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 https://
www.whitehouse.gov/wp-content/
uploads/2018/06/s280.pdf.
As discussed in OMB guidance,
agencies should identify their highestimpact 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
www.performance.gov 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,
PO 00000
Frm 00001
Fmt 4703
Sfmt 4703
and other matters that are commonly
considered private.
Department of Agriculture will only
submit collections if they meet the
following criteria.
• The collections are voluntary;
• 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;
• The collections are noncontroversial and do not raise issues of
concern to other Federal agencies;
• 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;
• Personally identifiable information
(PII) is collected only to the extent
necessary and is not retained;
• Information gathered is intended to
be used for general service improvement
and program management purposes
• Upon agreement between OMB and
the agency all or a subset of information
may be released as part of A–11, Section
280 requirements only on
performance.gov. Summaries of
customer research and user testing
activities may be included in publicfacing customer journey maps.
• Additional release of data must be
done coordinated 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.
Current Action: New Collection of
Information.
Type of Review: New.
Affected Public: Individuals and
Households, Businesses and
Organizations, State, Local or Tribal
Government.
Estimated Number of Respondents:
Below is a preliminary estimate of the
aggregate burden hours for this new
collection. Department of Agriculture
will provide refined estimates of burden
in subsequent notices.
Average Expected Annual Number of
Activities: Approximately 2,040,000
E:\FR\FM\30JAN1.SGM
30JAN1
khammond on DSKJM1Z7X2PROD with NOTICES
5368
Federal Register / Vol. 85, No. 20 / Thursday, January 30, 2020 / Notices
customer experience activities such as
feedback surveys, focus groups, user
testing, and interviews.
Average Number of Respondents per
Activity: 1 response per respondent per
activity.
Annual Responses: 2,040,000.
Average Minutes per Response: 2
minutes—120 minutes, dependent upon
activity.
Burden Hours: Department of
Agriculture requests approximately
240,000 burden hours.
Request for Comments: Comments
submitted in response to this notice will
be summarized and/or included in the
request for OMB approval. Comments
are invited on: (a) Whether the
collection of information is necessary
for the proper performance of the
functions of the agency, including
whether the information shall have
practical utility; (b) the accuracy of the
agency’s estimate of the burden of the
collection of information; (c) ways to
enhance the quality, utility, and clarity
of the information to be collected; (d)
ways to minimize the burden of the
collection of information on
respondents, including through the use
of automated collection techniques or
other forms of information technology;
and (e) estimates of capital or start-up
costs and costs of operation,
maintenance, and purchase of services
to provide information.
Burden means the total time, effort, or
financial resources expended by persons
to generate, maintain, retain, disclose or
provide information to or for a Federal
agency. This includes the time needed
to review instructions; to develop,
acquire, install and utilize technology
and systems for the purpose of
collecting, validating and verifying
information, processing and
maintaining information, and disclosing
and providing information; to train
personnel and to be able to respond to
a collection of information, to search
data sources, to complete and review
the collection of information; and to
transmit or otherwise disclose the
information.
All written comments will be
available for public inspection
Regulations.gov.
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
Office of Management and Budget
control number.
VerDate Sep<11>2014
16:56 Jan 29, 2020
Jkt 250001
Dated: January 27, 2020.
Ruth Brown,
Departmental Information Collection
Clearance Officer.
[FR Doc. 2020–01651 Filed 1–29–20; 8:45 am]
BILLING CODE 3410–KR–P
DEPARTMENT OF AGRICULTURE
Food and Nutrition Service
Request for Information: WIC National
Universal Product Code Database Next
Steps
Food and Nutrition Service
(FNS), USDA.
ACTION: Notice.
AGENCY:
The U.S. Department of
Agriculture (USDA), Food and Nutrition
Service (FNS), Special Supplemental
Nutrition Program for Women, Infants
and Children (WIC Program or WIC) is
issuing this Request for Information to
obtain input from WIC State agencies,
authorized vendors, food manufacturers,
technology partners, and other
interested stakeholders regarding the
direction of the National Universal
Product Code (NUPC) database. The
NUPC database can be used by WIC
State agencies delivering benefits via
Electronic Benefit Transfer (EBT) to
develop, update and maintain their
Authorized Product Lists (APLs). FNS is
specifically interested in obtaining
stakeholder perspectives on the role of
the NUPC database to the program
community, and different options for
operating, maintaining, and/or
enhancing the database. FNS welcomes
comments from all interested
stakeholders.
SUMMARY:
Written comments must be
received on or before March 30, 2020.
ADDRESSES: Comments are accepted
through the Federal eRulemaking Portal.
Go to https://www.regulations.gov, and
follow the online instructions for
submitting comments electronically.
Comments may also be submitted via
email to Dana.Rasmussen@USDA.gov.
Please enter ‘‘NUPC Database Public
Comment’’ in the subject line to the
email.
DATES:
FOR FURTHER INFORMATION CONTACT:
Dana Rasmussen, Senior Technical
Advisor, Supplemental Food Programs
Division, at (703) 305–1628.
SUPPLEMENTARY INFORMATION: The WIC
Program, authorized under the Child
Nutrition Act of 1966, as amended (Pub.
L. 89–642), provides low-income
pregnant, breastfeeding, and postpartum
women, infants, and children up to age
five with nutritious supplemental foods,
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Frm 00002
Fmt 4703
Sfmt 4703
nutrition education, including
breastfeeding promotion and support,
and referrals to health and social
services. The program is administered
by USDA FNS. FNS provides grant
funds which are used by WIC State
agencies to operate the WIC Program
and distribute benefits through local
WIC clinics. The program operates
throughout the 50 States, the District of
Columbia, Guam, Puerto Rico, American
Samoa, the Commonwealth of the
Northern Mariana Islands, the U.S.
Virgin Islands, and through 33 Indian
Tribal Organizations.
The Healthy, Hunger-Free Kids Act of
2010 (HHFKA, Pub. L. 111–296)
requires all WIC State agencies to
implement EBT systems by October 1,
2020, or seek an exemption. To
implement EBT, some State agencies
must update their management
information systems to issue benefits via
EBT and must ensure the necessary EBT
infrastructure is in place for clinics and
vendors. To date, over half of all WIC
State agencies have implemented EBT
statewide, with the remaining State
agencies engaged in the EBT planning
and implementation processes pursuant
to the statutory mandate.
Section 352(e) of the HHFKA directed
the Secretary of Agriculture to establish
an NUPC database for use by all WIC
State agencies in implementing EBT.
HHFKA provides $1 million each fiscal
year, to remain available until
expended, for NUPC database
development, hosting, hardware and
software configuration, and database
support. Program regulations at 7 CFR
246.12(cc) require WIC State agencies
with EBT to use the NUPC database.
The NUPC database is intended to be
used by WIC State agencies with EBT as
a tool to help create and manage their
APLs. Only State agencies have access
to the NUPC database. The database
provides a source of information about
WIC-authorized foods which other State
agencies may use in creating their APLs.
Each WIC State agency is responsible
for developing a list of food items
available for WIC participants for
purchase consistent with Program
requirements defined in 7 CFR 246.10.
WIC State agencies determine the types,
brands, and physical forms of WICeligible foods. State agencies may also
consider State-specific nutrition criteria
(e.g., only low sodium canned
vegetables), packaging methods (e.g.,
pouch, can, jar) and packaging sizes
(e.g., single container, multi-pack case).
For WIC State agencies using EBT, the
State agency-approved foods are set
forth on an electronic APL, which lists
the WIC food item, food category, size,
Universal Product Code (UPC), and
E:\FR\FM\30JAN1.SGM
30JAN1
]]>Agencies
[Federal Register Volume 85, Number 20 (Thursday, January 30, 2020)]
[Notices]
[Pages 5367-5368]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-01651]
========================================================================
Notices
Federal Register
________________________________________________________________________
This section of the FEDERAL REGISTER contains documents other than rules
or proposed rules that are applicable to the public. Notices of hearings
and investigations, committee meetings, agency decisions and rulings,
delegations of authority, filing of petitions and applications and agency
statements of organization and functions are examples of documents
appearing in this section.
========================================================================
Federal Register / Vol. 85, No. 20 / Thursday, January 30, 2020 /
Notices
[[Page 5367]]
DEPARTMENT OF AGRICULTURE
[OMB Control No. 0503-XXXX]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: Department of Agriculture.
ACTION: Notice and request for comments.
-----------------------------------------------------------------------
SUMMARY: As part of the Administration's commitment to improving
customer service delivery, the Department of Agriculture, 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: March 2, 2020.
ADDRESSES: Submit comments identified by Information Collection 0503-
XXXX, Improving Customer Experience (OMB Circular A-11, Section 280
Implementation), by any of the following methods:
Federal eRulemaking portal: https://www.regulations.gov.
Follow the instructions for submitting comments. Comments submitted
electronically, including attachments to https://www.regulations.gov,
will be posted to the docket unchanged.
Mail: Departmental Clearance Office, USDA, OCIO, Mail Stop
7602, Washington, DC 20250-7602, Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation).
Instructions: Please submit comments only and cite Information
Collection 0503-XXXX, Improving Customer Experience (OMB Circular A-11,
Section 280 Implementation) in all correspondence related to this
collection. To confirm receipt of your comment(s), please check
regulations.gov, approximately two-to-three business days after
submission to verify posting (except allow 30 days for posting of
comments submitted by mail).
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Ruth Brown, Office of the Chief Information
Officer, Information Resources Management Center, 1200 Independence
Avenue SW, Washington, DC 20250 or via email to: [email protected].
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
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 proposed 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 https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
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 www.performance.gov 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.
Department of Agriculture will only submit collections if they meet
the following criteria.
The collections are voluntary;
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;
The collections are non-controversial and do not raise
issues of concern to other Federal agencies;
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;
Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
Information gathered is intended to be used for general
service improvement and program management purposes
Upon agreement between OMB and the agency all or a subset
of information may be released as part of A-11, Section 280
requirements only on performance.gov. Summaries of customer research
and user testing activities may be included in public-facing customer
journey maps.
Additional release of data must be done coordinated 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.
Current Action: New Collection of Information.
Type of Review: New.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
Estimated Number of Respondents: Below is a preliminary estimate of
the aggregate burden hours for this new collection. Department of
Agriculture will provide refined estimates of burden in subsequent
notices.
Average Expected Annual Number of Activities: Approximately
2,040,000
[[Page 5368]]
customer experience activities such as feedback surveys, focus groups,
user testing, and interviews.
Average Number of Respondents per Activity: 1 response per
respondent per activity.
Annual Responses: 2,040,000.
Average Minutes per Response: 2 minutes--120 minutes, dependent
upon activity.
Burden Hours: Department of Agriculture requests approximately
240,000 burden hours.
Request for Comments: Comments submitted in response to this notice
will be summarized and/or included in the request for OMB approval.
Comments are invited on: (a) Whether the collection of information is
necessary for the proper performance of the functions of the agency,
including whether the information shall have practical utility; (b) the
accuracy of the agency's estimate of the burden of the collection of
information; (c) ways to enhance the quality, utility, and clarity of
the information to be collected; (d) ways to minimize the burden of the
collection of information on respondents, including through the use of
automated collection techniques or other forms of information
technology; and (e) estimates of capital or start-up costs and costs of
operation, maintenance, and purchase of services to provide
information.
Burden means the total time, effort, or financial resources
expended by persons to generate, maintain, retain, disclose or provide
information to or for a Federal agency. This includes the time needed
to review instructions; to develop, acquire, install and utilize
technology and systems for the purpose of collecting, validating and
verifying information, processing and maintaining information, and
disclosing and providing information; to train personnel and to be able
to respond to a collection of information, to search data sources, to
complete and review the collection of information; and to transmit or
otherwise disclose the information.
All written comments will be available for public inspection
Regulations.gov.
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 Office of Management and Budget control number.
Dated: January 27, 2020.
Ruth Brown,
Departmental Information Collection Clearance Officer.
[FR Doc. 2020-01651 Filed 1-29-20; 8:45 am]
BILLING CODE 3410-KR-P
