Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 35424-35425 [2020-12560]

Download as PDF 35424 Federal Register / Vol. 85, No. 112 / Wednesday, June 10, 2020 / Notices Item No. Bureau Subject Summary: The Commission will consider a Declaratory Ruling that would remove regulatory uncertainty concerning use of Broadcast Internet services provided by broadcast TV licensees as an ancillary and supplementary service, and a Notice of Proposed Rulemaking that would seek comment on modifying and clarifying existing rules to promote the deployment of Broadcast Internet services as part of the transition to ATSC 3.0. The meeting will be webcast with open captioning at: www.fcc.gov/live. Open captioning will be provided as well as a text only version on the FCC website. Other reasonable accommodations for people with disabilities are available upon request. In your request, include a description of the accommodation you will need and a way we can contact you if we need more information. Last minute requests will be accepted but may be impossible to fill. Send an email to: fcc504@fcc.gov or call the Consumer & Governmental Affairs Bureau at 202–418–0530. CONTACT PERSON FOR MORE INFORMATION: Additional information concerning this meeting may be obtained from the Office of Media Relations, (202) 418– 0500. Audio/Video coverage of the meeting will be broadcast live with open captioning over the internet from the FCC Live web page at www.fcc.gov/ live. Federal Communications Commission. Marlene Dortch, Secretary. [FR Doc. 2020–12633 Filed 6–8–20; 11:15 am] BILLING CODE 6712–01–P GENERAL SERVICES ADMINISTRATION [OMB Control No. 3090–XXXX; Docket No. 2020–0001; Sequence No. 3] Information Collection; Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) A. Purpose General Services Administration. ACTION: Notice; request for comment. AGENCY: The General Services Administration (GSA) as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on a new proposed collection of information by the Agency. Under the Paperwork Reduction Act of 1995 (PRA), Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, and to allow 60 days for public comment in response to the jbell on DSKJLSW7X2PROD with NOTICES SUMMARY: VerDate Sep<11>2014 17:06 Jun 09, 2020 Jkt 250001 notice. This notice solicits comments on new collection proposed by the Agency. DATES: Submit comments on or before: August 10, 2020. ADDRESSES: Submit comments identified by Information Collection 3090–XXXX, Improving Customer Experience (OMB Circular A–11, Section 280 Implementation), to: 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. If your comment cannot be submitted using https:// www.regulations.gov, call or email the points of contact in the FOR FURTHER INFORMATION CONTACT section of this document for alternate instructions. Instructions: Please submit comments only and cite Information Collection 3090–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. FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to Camille Tucker, U.S. General Services Administration, 1800 F Street NW, Washington, DC 20405, via phone at 202–603–2666, or email to camille.tucker@gsa.gov. SUPPLEMENTARY INFORMATION: Under the PRA, (44 U.S.C. 3501– 3520) Federal Agencies must obtain approval from the Office of Management and Budget (OMB) for each collection of information they conduct or sponsor. ‘‘Collection of information’’ is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and includes Agency requests or requirements that members of the public submit reports, keep records, or provide information to a third party. Section 3506(c)(2)(A) of the PRA requires Federal Agencies to provide a 60-day notice in the Federal Register concerning each proposed collection of information, including each proposed extension of an existing collection of PO 00000 Frm 00013 Fmt 4703 Sfmt 4703 information, before submitting the collection to OMB for approval. To comply with this requirement, GSA is publishing notice of the proposed collection of information set forth in this document. 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 the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector. 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. GSA will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. The results of the data collected will be used to improve the delivery of E:\FR\FM\10JNN1.SGM 10JNN1 Federal Register / Vol. 85, No. 112 / Wednesday, June 10, 2020 / Notices Federal services and programs. It will include the creation of personas, customer journey maps, and reports and summaries of customer feedback data and user insights. It will also provide government-wide data on customer experience that can be displayed on performance.gov to help build transparency and accountability of Federal programs to the customers they serve. Method of Collection GSA will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. GSA may also utilize observational techniques to collect this information. Data Form Number(s): None. Type of Review: New. B. Annual Reporting Burden Affected Public: Collections will be 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. 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-forprofit institutions; State, local or tribal governments; Federal government; and Universities. Estimated Number of Respondents: 2,001,550. Estimated Time per Response: Varied, dependent upon the data collection method used. The possible response time to complete a questionnaire or survey may be 3 minutes or up to 2 hours to participate in an interview. Estimated Total Annual Burden Hours: 101,125. Estimated Total Annual Cost to Public: $0. jbell on DSKJLSW7X2PROD with NOTICES C. Public Comments GSA invites comments on: (a) Whether the proposed collection of information is necessary for the proper performance of the functions of the agency, including whether the information will have practical utility; (b) the accuracy of the agency’s estimate of the burden (including hours and cost) of the proposed collection of information; (c) ways to enhance the quality, utility, and clarity of the information to be collected; and (d) ways to minimize the burden of the collection of information on VerDate Sep<11>2014 17:06 Jun 09, 2020 Jkt 250001 respondents, including through the use of automated collection techniques or other forms of information technology. Comments submitted in response to this notice will be summarized and/or included in the request for OMB approval of this information collection; they also will become a matter of public record. Beth Anne Killoran, Deputy Chief Information Officer. [FR Doc. 2020–12560 Filed 6–9–20; 8:45 am] BILLING CODE 6820–34–P DEPARTMENT OF HEALTH AND HUMAN SERVICES Agency for Healthcare Research and Quality Agency Information Collection Activities: Proposed Collection; Comment Request Agency for Healthcare Research and Quality, HHS. ACTION: Notice. AGENCY: This notice announces the intention of the Agency for Healthcare Research and Quality (AHRQ) to request that the Office of Management and Budget (OMB) approve the proposed information collection project: ‘‘Generic Clearance for Questionnaire and Data Collection Testing, Evaluation, and Research for the Agency for Healthcare Research and Quality.’’ DATES: Comments on this notice must be received by 60 days after date of publication of this notice. ADDRESSES: Written comments should be submitted to: Doris Lefkowitz, Reports Clearance Officer, AHRQ, by email at doris.lefkowitz@AHRQ.hhs.gov. Copies of the proposed collection plans, data collection instruments, and specific details on the estimated burden can be obtained from the AHRQ Reports Clearance Officer. FOR FURTHER INFORMATION CONTACT: Doris Lefkowitz, AHRQ Reports Clearance Officer, (301) 427–1477, or by email at doris.lefkowitz@AHRQ.hhs.gov. SUPPLEMENTARY INFORMATION: SUMMARY: Proposed Project Generic Clearance for Questionnaire and Data Collection Testing, Evaluation, and Research for the Agency for Healthcare Research and Quality The Agency for Healthcare Research and Quality (AHRQ) requests that the Office of Management and Budget (OMB) reapprove generic pre-testing Clearance 0935–0124 for three years to PO 00000 Frm 00014 Fmt 4703 Sfmt 4703 35425 facilitate AHRQ’s efforts to (1) employ evaluation-type methods and techniques to improve AHRQ’s current data collection and estimation procedures, (2) develop new collections and procedures, including toolkits, and (3) revise existing collections and procedures. AHRQ believes that developing, testing, and evaluating data collection and estimation procedures using survey methods and other techniques in anticipation of agencysponsored studies can improve its information collection efforts, and the products it develops and allow AHRQ to be more responsive to fast-changing developments in the health care research field. AHRQ uses techniques to simplify data collection and estimation procedures, reduce respondent burden, and improve efficiencies to meet the needs of individuals and small business respondents who may have reduced budgets and staff. This clearance request is limited to research on data collection, toolkit development, and estimation procedures and reports and does not extend to the collection of data for public release or policy formation. The current Clearance (0935–0124) was granted on November 3, 2017, and expires on November 30, 2020. This generic clearance will allow AHRQ to draft and test toolkits, survey instruments and other data collection and estimation procedures more quickly and with greater lead time, thereby managing project time more efficiently and improving the quality of the data AHRQ collects. In some instances, the ability to test and evaluate toolkits, data collection and estimation procedures in anticipation of work or early in a project may result in the decision not to proceed with additional activities, which could save both public and private resources and eliminate respondent burden. This generic clearance will facilitate AHRQ’s response to a changing environment. Many of the tools AHRQ develops are made available to the private sector to assist in improving health care quality. The health and health care environment changes rapidly and requires a quick response from AHRQ to provide refined tools. These preliminary research activities will not be used by AHRQ to regulate or sanction its customers. They will be entirely voluntary and the confidentiality of respondents and their responses will be preserved. Proposed information collections submitted under this generic clearance will be submitted for review by OMB with a response expected in 14 days. E:\FR\FM\10JNN1.SGM 10JNN1

Agencies

[Federal Register Volume 85, Number 112 (Wednesday, June 10, 2020)]
[Notices]
[Pages 35424-35425]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-12560]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-XXXX; Docket No. 2020-0001; Sequence No. 3]


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

AGENCY: General Services Administration.

ACTION: Notice; request for comment.

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

SUMMARY: The General Services Administration (GSA) as part of its 
continuing effort to reduce paperwork and respondent burden, is 
announcing an opportunity for public comment on a new proposed 
collection of information by the Agency. Under the Paperwork Reduction 
Act of 1995 (PRA), Federal Agencies are required to publish notice in 
the Federal Register concerning each proposed collection of 
information, and to allow 60 days for public comment in response to the 
notice. This notice solicits comments on new collection proposed by the 
Agency.

DATES: Submit comments on or before: August 10, 2020.

ADDRESSES: Submit comments identified by Information Collection 3090-
XXXX, Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation), to: 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. If your comment cannot be 
submitted using https://www.regulations.gov, call or email the points 
of contact in the FOR FURTHER INFORMATION CONTACT section of this 
document for alternate instructions.
    Instructions: Please submit comments only and cite Information 
Collection 3090-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.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Camille Tucker, U.S. General Services 
Administration, 1800 F Street NW, Washington, DC 20405, via phone at 
202-603-2666, or email to [email protected].

SUPPLEMENTARY INFORMATION: 

A. Purpose

    Under the PRA, (44 U.S.C. 3501-3520) Federal Agencies must obtain 
approval from the Office of Management and Budget (OMB) for each 
collection of information they conduct or sponsor. ``Collection of 
information'' is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and 
includes Agency requests or requirements that members of the public 
submit reports, keep records, or provide information to a third party. 
Section 3506(c)(2)(A) of the PRA requires Federal Agencies to provide a 
60-day notice in the Federal Register concerning each proposed 
collection of information, including each proposed extension of an 
existing collection of information, before submitting the collection to 
OMB for approval. To comply with this requirement, GSA is publishing 
notice of the proposed collection of information set forth in this 
document.
    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 the 2016 American Consumer Satisfaction Index and 
the 2017 Forrester Federal Customer Experience Index show that, on 
average, Government services lag nine percentage points behind the 
private sector.
    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. GSA will limit its inquiries to data 
collections that solicit strictly voluntary opinions or responses.
    The results of the data collected will be used to improve the 
delivery of

[[Page 35425]]

Federal services and programs. It will include the creation of 
personas, customer journey maps, and reports and summaries of customer 
feedback data and user insights. It will also provide government-wide 
data on customer experience that can be displayed on performance.gov to 
help build transparency and accountability of Federal programs to the 
customers they serve.

Method of Collection

    GSA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. GSA may also utilize observational techniques 
to collect this information.

Data

    Form Number(s): None.
    Type of Review: New.

B. Annual Reporting Burden

    Affected Public: Collections will be 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. 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.
    Estimated Number of Respondents: 2,001,550.
    Estimated Time per Response: Varied, dependent upon the data 
collection method used. The possible response time to complete a 
questionnaire or survey may be 3 minutes or up to 2 hours to 
participate in an interview.
    Estimated Total Annual Burden Hours: 101,125.
    Estimated Total Annual Cost to Public: $0.

C. Public Comments

    GSA invites comments on: (a) Whether the proposed collection of 
information is necessary for the proper performance of the functions of 
the agency, including whether the information will have practical 
utility; (b) the accuracy of the agency's estimate of the burden 
(including hours and cost) of the proposed collection of information; 
(c) ways to enhance the quality, utility, and clarity of the 
information to be collected; and (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. Comments submitted in response to this notice will be 
summarized and/or included in the request for OMB approval of this 
information collection; they also will become a matter of public 
record.

Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2020-12560 Filed 6-9-20; 8:45 am]
BILLING CODE 6820-34-P