Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 38160-38161 [2020-13685]

Download as PDF 38160 Federal Register / Vol. 85, No. 123 / Thursday, June 25, 2020 / Notices NATIONAL AERONAUTICS AND SPACE ADMINISTRATION omb.eop.gov. Or by telephone at 202.395.5222. [Notice 20–057] SUPPLEMENTARY INFORMATION: A. Purpose Information Collection; Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) National Aeronautics and Space Administration. ACTION: Notice; request for comment. AGENCY: The National Aeronautics and Space Administration (NASA) 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 24, 2020. ADDRESSES: Submit comments identified by Information Collection 2700–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: R. Travis Kantz, NASA Clearance Officer, NASA Headquarters, 300 E Street SW, Washington, DC 20546 Mail Code: JSC/HQ–IB–20 or email Travis.Kantz@nasa.gov. A–11 Section 280 Improving Customer Experience. Instructions: Please submit comments only and cite Information Collection 2700–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). jbell on DSKJLSW7X2PROD with NOTICES SUMMARY: FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to Amira Boland, Office of Management and Budget, 725 17th St. NW, Washington, DC 20006, or via email to amira.c.boland@ VerDate Sep<11>2014 19:15 Jun 24, 2020 Jkt 250001 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, NASA 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 PO 00000 Frm 00053 Fmt 4703 Sfmt 4703 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. NASA will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. Steps will be taken to ensure anonymity of respondents in each activity covered by this request. The results of the data collected will be used to improve the delivery of 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 NASA will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. DHS 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. E:\FR\FM\25JNN1.SGM 25JNN1 Federal Register / Vol. 85, No. 123 / Thursday, June 25, 2020 / Notices C. Public Comments NASA 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. Roger Kantz, NASA PRA Clearance Officer. [FR Doc. 2020–13685 Filed 6–24–20; 8:45 am] BILLING CODE 7510–13–P NATIONAL FOUNDATION ON THE ARTS AND THE HUMANITIES National Endowment for the Humanities Meeting of National Council on the Humanities National Endowment for the Humanities; National Foundation on the Arts and the Humanities. ACTION: Notice of meeting. AGENCY: Pursuant to the Federal Advisory Committee Act, notice is hereby given that the National Council on the Humanities will meet to advise the Chairman of the National Endowment for the Humanities (NEH) with respect to policies, programs and procedures for carrying out his functions; to review applications for financial assistance under the National Foundation on the Arts and Humanities Act of 1965 and make recommendations thereon to the Chairman; and to consider gifts offered to NEH and make recommendations thereon to the Chairman. DATES: The meeting will be held on Thursday, July 9, 2020, from 11:00 a.m. until 2:30 p.m., and Friday, July 10, 2020, from 11:00 a.m. until adjourned. ADDRESSES: The meeting will be held by videoconference originating at Constitution Center, 400 7th Street SW, Washington, DC 20506. jbell on DSKJLSW7X2PROD with NOTICES SUMMARY: VerDate Sep<11>2014 19:15 Jun 24, 2020 Jkt 250001 FOR FURTHER INFORMATION CONTACT: Elizabeth Voyatzis, Committee Management Officer, 400 7th Street SW, 4th Floor, Washington, DC 20506; (202) 606–8322; evoyatzis@neh.gov. SUPPLEMENTARY INFORMATION: The National Council on the Humanities is meeting pursuant to the National Foundation on the Arts and Humanities Act of 1965 (20 U.S.C. 951–960, as amended). On July 9, 2020, the Council as a whole will meet by videoconference from 11:00 a.m. until 12:00 p.m. Then, from 12:30 to 2:30 p.m., the following Committees will convene to discuss specific grant applications and programs before the Council: Digital Humanities; Education Programs; Federal/State Partnership; Preservation and Access; Public Programs; and Research Programs. The plenary session of the National Council on the Humanities will convene by videoconference on July 10, 2020, at 11:00 a.m. After remarks from the Chairman, the Council will hear reports on and consider specific application for NEH funding. This meeting of the National Council on the Humanities will be closed to the public pursuant to sections 552b(c)(4), 552b(c)(6), and 552b(c)(9)(B) of Title 5 U.S.C., as amended, because it will include review of personal and/or proprietary financial and commercial information given in confidence to the agency by grant applicants, and discussion of certain information, the premature disclosure of which could significantly frustrate implementation of proposed agency action. I have made this determination pursuant to the authority granted me by the Chairman’s Delegation of Authority to Close Advisory Committee Meetings dated April 15, 2016. Dated: June 19, 2020. Caitlin Cater, Attorney-Advisor, National Endowment for the Humanities. [FR Doc. 2020–13655 Filed 6–24–20; 8:45 am] BILLING CODE 7536–01–P NATIONAL SCIENCE FOUNDATION Agency Information Collection Activities: Comment Request; NSF Non-Academic Research Internships for Graduate Students (INTERN) Program National Science Foundation. Notice. AGENCY: ACTION: The National Science Foundation (NSF) is announcing plans SUMMARY: PO 00000 Frm 00054 Fmt 4703 Sfmt 4703 38161 to establish this collection. In accordance with the requirements of the Paperwork Reduction Act of 1995, we are providing opportunity for public comment on this action. After obtaining and considering public comment, NSF will prepare the submission requesting Office of Management and Budget (OMB) clearance of this collection for no longer than 3 years. DATES: Written comments on this notice must be received by August 24, 2020 to be assured consideration. Comments received after that date will be considered to the extent practicable. Send comments to address below. FOR FURTHER INFORMATION CONTACT: Suzanne H. Plimpton, Reports Clearance Officer, National Science Foundation, 2415 Eisenhower Avenue, Suite W18200, Alexandria, VA 22314; Email: splimpto@nsf.gov. Individuals who use a telecommunications device for the deaf (TDD) may call the Federal Information Relay Service (FIRS) at 1.800.877.8339, 24 hours a day, 7 days a week, 365 days a year (including Federal holidays). SUPPLEMENTARY INFORMATION: Title of Collection: NSF INTERN Program Assessment. OMB Number: 3145–NEW. Expiration Date of Approval: Not applicable. Type of Request: Intent to seek approval to establish an information collection. Abstract: Fostering the growth of a globally competitive and diverse research workforce and advancing the scientific and innovation skills of the Nation is a strategic objective of the National Science Foundation (NSF). The Nation’s global competitiveness depends critically on the readiness of the Nation’s Science, Technology, Engineering and Mathematics (STEM) workforce and NSF seeks to continue to invest in programs that directly advance this workforce. As part of this effort, NSF invests in a number of graduate student preparedness activities to ensure they are well-prepared for the 21st century STEM Workforce, and a supplemental funding opportunity is available in fiscal year FY 2020 to provide support for graduate students through non-academic research internships (INTERN Program) in any sector of the U.S. economy. The goal of the INTERN program is three-fold: 1. To provide graduate students with the opportunity to augment their research assistantships with non-academic research internship activities and training opportunities that will E:\FR\FM\25JNN1.SGM 25JNN1

Agencies

[Federal Register Volume 85, Number 123 (Thursday, June 25, 2020)]
[Notices]
[Pages 38160-38161]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-13685]



[[Page 38160]]

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NATIONAL AERONAUTICS AND SPACE ADMINISTRATION

[Notice 20-057]


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

AGENCY: National Aeronautics and Space Administration.

ACTION: Notice; request for comment.

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

SUMMARY: The National Aeronautics and Space Administration (NASA) 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 24, 2020.

ADDRESSES: Submit comments identified by Information Collection 2700-
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: R. Travis Kantz, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, Washington, DC 20546 Mail Code: JSC/HQ-
IB-20 or email [email protected].
    A-11 Section 280 Improving Customer Experience.
    Instructions: Please submit comments only and cite Information 
Collection 2700-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 Amira Boland, Office of Management and Budget, 
725 17th St. NW, Washington, DC 20006, or via email to 
[email protected]. Or by telephone at 202.395.5222.

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, NASA 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. NASA will limit its inquiries to data 
collections that solicit strictly voluntary opinions or responses. 
Steps will be taken to ensure anonymity of respondents in each activity 
covered by this request.
    The results of the data collected will be used to improve the 
delivery of 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

    NASA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. DHS 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.

[[Page 38161]]

C. Public Comments

    NASA 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.

Roger Kantz,
NASA PRA Clearance Officer.
[FR Doc. 2020-13685 Filed 6-24-20; 8:45 am]
BILLING CODE 7510-13-P