Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 35360-35361 [2020-12448]

Download as PDF 35360 Federal Register / Vol. 85, No. 111 / Tuesday, June 9, 2020 / Notices • Send an email to rule-comments@ sec.gov. Please include File Number SR– NYSE–2020–42 on the subject line. Paper Comments • Send paper comments in triplicate to Secretary, Securities and Exchange Commission, 100 F Street NE, Washington, DC 20549–1090. All submissions should refer to File Number SR–NYSE–2020–42. This file number should be included on the subject line if email is used. To help the Commission process and review your comments more efficiently, please use only one method. The Commission will post all comments on the Commission’s internet website (http://www.sec.gov/ rules/sro.shtml). Copies of the submission, all subsequent amendments, all written statements with respect to the proposed rule change that are filed with the Commission, and all written communications relating to the proposed rule change between the Commission and any person, other than those that may be withheld from the public in accordance with the provisions of 5 U.S.C. 552, will be available for website viewing and printing in the Commission’s Public Reference Room, 100 F Street NE, Washington, DC 20549, on official business days between the hours of 10:00 a.m. and 3:00 p.m. Copies of the filing also will be available for inspection and copying at the principal office of the Exchange. All comments received will be posted without change. Persons submitting comments are cautioned that we do not redact or edit personal identifying information from comment submissions. You should submit only information that you wish to make available publicly. All submissions should refer to File Number SR–NYSE–2020–42 and should be submitted on or before June 30, 2020. For the Commission, by the Division of Trading and Markets, pursuant to delegated authority.13 J. Matthew DeLesDernier, Assistant Secretary. [FR Doc. 2020–12384 Filed 6–8–20; 8:45 am] SMALL BUSINESS ADMINISTRATION [Disaster Declaration #16253 and #16254; Puerto Rico Disaster Number PR–00034] Presidential Declaration Amendment of a Major Disaster for the Commonwealth of Puerto Rico U.S. Small Business Administration. ACTION: Amendment 9. AGENCY: This is an amendment of the Presidential declaration of a major disaster for the Commonwealth of Puerto Rico (FEMA—4473—DR), dated 01/16/2020. Incident: Earthquakes. Incident Period: 12/28/2019 and continuing. SUMMARY: Issued on 06/02/2020. Physical Loan Application Deadline Date: 07/02/2020. Economic Injury (EIDL) Loan Application Deadline Date: 10/16/2020. ADDRESSES: Submit completed loan applications to: U.S. Small Business Administration, Processing and Disbursement Center, 14925 Kingsport Road, Fort Worth, TX 76155. FOR FURTHER INFORMATION CONTACT: A. Escobar, Office of Disaster Assistance, U.S. Small Business Administration, 409 3rd Street SW, Suite 6050, Washington, DC 20416, (202) 205–6734. SUPPLEMENTARY INFORMATION: The notice of the President’s major disaster declaration for the Commonwealth of Puerto Rico, dated 01/16/2020, is hereby amended to extend the deadline for filing applications for physical damages as a result of this disaster to 07/02/2020. All other information in the original declaration remains unchanged. DATES: (Catalog of Federal Domestic Assistance Number 59008) Cynthia Pitts, Acting Associate Administrator for Disaster Assistance. [FR Doc. 2020–12419 Filed 6–8–20; 8:45 am] BILLING CODE 8026–03–P SOCIAL SECURITY ADMINISTRATION [Docket No. 2020–0025; Sequence No. 1; OMB Control No. 0960–XXXX] jbell on DSKJLSW7X2PROD with NOTICES BILLING CODE 8011–01–P Information Collection; Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) Social Security Administration. Request for comments. AGENCY: ACTION: As part of the Administration’s commitment to SUMMARY: 13 17 CFR 200.30–3(a)(12). VerDate Sep<11>2014 23:08 Jun 08, 2020 Jkt 250001 PO 00000 Frm 00106 Fmt 4703 Sfmt 4703 improving customer service delivery, the following proposed Information Collection Request ‘‘Improving Customer Experience (OMB Circular A– 11, Section 280 Implementation)’’ is pending at the Social Security Administration. The Social Security Administration will submit it to OMB for approval under the Paperwork Reduction Act (PRA) within 30 days from the date of this notice. DATES: Submit comments on or before: July 9, 2020. ADDRESSES: Submit comments identified by Information Collection 0960–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: Social Security Administration, OLCA, 3100 West High Rise, 6401 Security Blvd. Baltimore, MD. ATTN: Reports Clearance Director, Improving Customer Experience (OMB Circular A–11, Section 280 Implementation). Instructions: Please submit comments only and cite Information Collection 0960–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-tothree business days after submission to verify posting (except allow 30 days for posting of comments submitted by mail). 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 E:\FR\FM\09JNN1.SGM 09JNN1 jbell on DSKJLSW7X2PROD with NOTICES Federal Register / Vol. 85, No. 111 / Tuesday, June 9, 2020 / Notices 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, and other matters that are commonly considered private. Social Security Administration 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; and • 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 VerDate Sep<11>2014 23:08 Jun 08, 2020 Jkt 250001 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. Social Security Administration will provide refined estimates of burden in subsequent notices. Average Expected Annual Number of Activities: Approximately <17,866,680> 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: 5,955,560. Average Minutes per Response: 12 minutes, dependent upon activity. Note: This burden per response figure is not exact, as we will have multiple collection modalities under this OMB Number with different response time estimates, and we input the closest minute estimate to complete the chart. In the Supporting documents, we will explain in further detail the different modalities and their actual numbers. Burden Hours: Social Security Administration requests approximately 1,142,192 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 PO 00000 Frm 00107 Fmt 4703 Sfmt 4703 35361 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 at 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: June 4, 2020. Naomi Sipple, Reports Clearance Officer, Social Security Administration. [FR Doc. 2020–12448 Filed 6–8–20; 8:45 am] BILLING CODE 4191–02–P DEPARTMENT OF TRANSPORTATION Federal Aviation Administration [Summary Notice No. 2020–38] Petition for Exemption; Summary of Petition Received; AirOne Helicopters, LLC Federal Aviation Administration (FAA), Department of Transportation (DOT). ACTION: Notice. AGENCY: This notice contains a summary of a petition seeking relief from specified requirements of Federal Aviation Regulations. The purpose of this notice is to improve the public’s awareness of, and participation in, the FAA’s exemption process. Neither publication of this notice nor the inclusion or omission of information in the summary is intended to affect the legal status of the petition or its final disposition. DATES: Comments on this petition must identify the petition docket number and must be received on or before June 15, 2020. ADDRESSES: Send comments identified by docket number FAA–2020–0357 using any of the following methods: • Federal eRulemaking Portal: Go to http://www.regulations.gov and follow SUMMARY: E:\FR\FM\09JNN1.SGM 09JNN1

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[Federal Register Volume 85, Number 111 (Tuesday, June 9, 2020)]
[Notices]
[Pages 35360-35361]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-12448]


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SOCIAL SECURITY ADMINISTRATION

[Docket No. 2020-0025; Sequence No. 1; OMB Control No. 0960-XXXX]


Information Collection; Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation)

AGENCY: Social Security Administration.

ACTION: Request for comments.

-----------------------------------------------------------------------

SUMMARY: As part of the Administration's commitment to improving 
customer service delivery, the following proposed Information 
Collection Request ``Improving Customer Experience (OMB Circular A-11, 
Section 280 Implementation)'' is pending at the Social Security 
Administration. The Social Security Administration will submit it to 
OMB for approval under the Paperwork Reduction Act (PRA) within 30 days 
from the date of this notice.

DATES: Submit comments on or before: July 9, 2020.

ADDRESSES: Submit comments identified by Information Collection 0960-
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: Social Security Administration, OLCA, 3100 West High 
Rise, 6401 Security Blvd. Baltimore, MD. ATTN: Reports Clearance 
Director, Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation).
    Instructions: Please submit comments only and cite Information 
Collection 0960-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).

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

[[Page 35361]]

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.
    Social Security Administration 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; and
     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. Social Security 
Administration will provide refined estimates of burden in subsequent 
notices.
    Average Expected Annual Number of Activities: Approximately 
<17,866,680> 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: 5,955,560.
    Average Minutes per Response: 12 minutes, dependent upon activity.
    Note: This burden per response figure is not exact, as we will have 
multiple collection modalities under this OMB Number with different 
response time estimates, and we input the closest minute estimate to 
complete the chart. In the Supporting documents, we will explain in 
further detail the different modalities and their actual numbers.
    Burden Hours: Social Security Administration requests approximately 
1,142,192 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 at 
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: June 4, 2020.
Naomi Sipple,
Reports Clearance Officer, Social Security Administration.
[FR Doc. 2020-12448 Filed 6-8-20; 8:45 am]
 BILLING CODE 4191-02-P