Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 35424-35425 [2020-12560]
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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
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Frm 00014
Fmt 4703
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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]
=======================================================================
-----------------------------------------------------------------------
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