Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 64614-64615 [2020-21135]

Download as PDF khammond on DSKJM1Z7X2PROD with NOTICES 64614 Federal Register / Vol. 85, No. 198 / Tuesday, October 13, 2020 / Notices 19, 2020 (85 FR 51145), requesting public comment on the petitions. OOIDA requests that FMCSA require property carrier brokers to provide an electronic copy of each transaction record automatically within 48 hours after the contractual service has been completed, and explicitly prohibit brokers from including any provision in their contracts that requires a motor carrier to waive its rights to access the transaction records. SBTC requests that FMCSA prohibit brokers from coercing or otherwise requiring parties to brokers’ transactions to waive their right to review the record of the transaction as a condition for doing business. SBTC also requests that FMCSA adopt regulatory language indicating that brokers’ contracts may not include a stipulation or clause exempting the broker from having to comply with the transparency requirement. The comment period for the notice is open through October 19, 2020. On August 5, 2020, FMCSA received a petition for rulemaking from the Transportation Intermediaries Association (TIA), asking FMCSA to eliminate the requirements of 49 CFR 371.3(c) and to develop guidance on what legally constitutes a ‘‘dispatch service.’’ TIA’s petition asserts that its proposed modifications and clarifications would eliminate an outdated regulation that no longer applies to the current marketplace. TIA’s request includes the promulgation of guidance to the public on what constitutes a legitimate ‘‘dispatch service’’ to remove, in its words, ‘‘unethical and unscrupulous actors from the marketplace’’ and eliminate an administrative burden on FMCSA to enforce outdated and unnecessary regulations. FMCSA is currently reviewing the petition before determining an appropriate course of action. A copy of the TIA petition has been placed in the docket referenced at the beginning of this notice. Given that the TIA petition expresses a different perspective than those expressed in the OOIDA and SBTC petitions, FMCSA would like to hear from members of the public on their views on the regulation of property carrier brokers in general, and on the three petitions, specifically. James W. Deck, Deputy Administrator. [FR Doc. 2020–22482 Filed 10–9–20; 8:45 am] BILLING CODE 4910–EX–P VerDate Sep<11>2014 18:52 Oct 09, 2020 Jkt 253001 DEPARTMENT OF TRANSPORTATION [Docket No. DOT–OST–2020–0084] Information Collection; Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) Office of the Secretary, Department of Transportation. ACTION: Notice; request for comment. AGENCY: The Department of Transportation (DOT) 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: November 12, 2020. ADDRESSES: Written comments and recommendations for the proposed information collection should be sent within 30 days of publication of this notice to www.reginfo.gov/public/do/ PRAMain. Find this particular information collection by selecting ‘‘Currently under 30-day Review—Open for Public Comments’’ or by using the search function. Please provide a copy of your comments to Claire Barrett, Departmental Chief Privacy and Information Governance Officer, 1200 New Jersey Ave. SE, Washington, DC 20590; or by email to PRA@dot.gov. Please reference OMB Control Number 2105–NEW, Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) in the subject line of your comments. 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, (202) 881–9453, or via email to amira.c.boland@omb.eop.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 SUMMARY: PO 00000 Frm 00174 Fmt 4703 Sfmt 4703 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.performance.gov/cx/a11-280.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. DOT 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 or summaries. • 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 E:\FR\FM\13OCN1.SGM 13OCN1 khammond on DSKJM1Z7X2PROD with NOTICES Federal Register / Vol. 85, No. 198 / Tuesday, October 13, 2020 / Notices 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. DOT will provide refined estimates of burden in subsequent notices. Average Expected Annual Number of Activities: Approximately five types of 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: 2,001,550. Average Minutes per Response: 2 minutes–60 minutes, dependent upon activity. Burden Hours: DOT requests approximately 101,125 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 VerDate Sep<11>2014 18:52 Oct 09, 2020 Jkt 253001 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. Claire W. Barrett, Departmental Chief Privacy and Information Governance Officer. [FR Doc. 2020–21135 Filed 10–9–20; 8:45 am] BILLING CODE 4910–9X–P 64615 UNIFIED CARRIER REGISTRATION PLAN Sunshine Act Meeting Notice; Unified Carrier Registration Plan Board Subcommittee Meeting October 14, 2020, from Noon to 2 p.m., Eastern time. TIME AND DATE: This meeting will be accessible via conference call and via Zoom Meeting and Screenshare. Any interested person may call (i) 1–929– 205–6099 (U.S. Toll) or 1–669–900– 6833 (U.S. Toll) or (ii) 1–877–853–5247 (U.S. Toll Free) or 1–888–788–0099 (U.S. Toll Free), Meeting ID: 988 769 77934, to listen and participate in this meeting. The website to participate via Zoom Meeting and Screenshare is https://kellen.zoom.us/j/98876977934. PLACE: STATUS: This meeting will be open to the public. DEPARTMENT OF THE TREASURY Office of The Secretary List of Countries Requiring Cooperation With an International Boycott In accordance with section 999(a)(3) of the Internal Revenue Code of 1986, the Department of the Treasury is publishing a current list of countries which require or may require participation in, or cooperation with, an international boycott (within the meaning of section 999(b)(3) of the Internal Revenue Code of 1986). On the basis of the best information currently available to the Department of the Treasury, the following countries require or may require participation in, or cooperation with, an international boycott (within the meaning of section 999(b)(3) of the Internal Revenue Code of 1986). Iraq Kuwait Lebanon Libya Qatar Saudi Arabia Syria United Arab Emirates Yemen Kevin Nichols, Deputy International Tax Counsel, (Tax Policy). [FR Doc. 2020–22606 Filed 10–9–20; 8:45 am] BILLING CODE 4810–25–P Frm 00175 Fmt 4703 Proposed Agenda I. Call To Order—Subcommittee Chair The Subcommittee Chair will welcome attendees, call the meeting to order, call roll for the Subcommittee, confirm whether a quorum is present, and facilitate self-introductions. II. Verification of Publication of Meeting Notice—UCR Executive Director The UCR Executive Director will verify the publication of the meeting notice on the UCR website and distribution to the UCR contact list via email followed by the subsequent publication of the notice in the Federal Register. III. Review and Approval of Subcommittee Agenda and Setting of Ground Rules—Subcommittee Chair Treasury is monitoring the situation of the United Arab Emirates, which has announced the issuance of a decree repealing its boycott law. PO 00000 The Unified Carrier Registration Plan Audit Subcommittee (the ‘‘Subcommittee’’) will continue its work in developing and implementing the Unified Carrier Registration Plan and Agreement. The subject matter of this meeting will include: MATTERS TO BE CONSIDERED: Sfmt 4703 For Discussion and Possible Subcommittee Action The Subcommittee Agenda will be reviewed, and the Subcommittee will consider adoption. Ground Rules ➢ Subcommittee action only to be taken in designated areas on agenda E:\FR\FM\13OCN1.SGM 13OCN1

Agencies

[Federal Register Volume 85, Number 198 (Tuesday, October 13, 2020)]
[Notices]
[Pages 64614-64615]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-21135]


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

DEPARTMENT OF TRANSPORTATION

[Docket No. DOT-OST-2020-0084]


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

AGENCY: Office of the Secretary, Department of Transportation.

ACTION: Notice; request for comment.

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

SUMMARY: The Department of Transportation (DOT) 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: November 12, 2020.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent within 30 days of publication of 
this notice to www.reginfo.gov/public/do/PRAMain. Find this particular 
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function. Please 
provide a copy of your comments to Claire Barrett, Departmental Chief 
Privacy and Information Governance Officer, 1200 New Jersey Ave. SE, 
Washington, DC 20590; or by email to [email protected]. Please reference OMB 
Control Number 2105-NEW, Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation) in the subject line of your comments.

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, (202) 881-9453, 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.performance.gov/cx/a11-280.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. DOT 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 or summaries.
     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

[[Page 64615]]

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. DOT will provide 
refined estimates of burden in subsequent notices.
    Average Expected Annual Number of Activities: Approximately five 
types of 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: 2,001,550.
    Average Minutes per Response: 2 minutes-60 minutes, dependent upon 
activity.
    Burden Hours: DOT requests approximately 101,125 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.

Claire W. Barrett,
Departmental Chief Privacy and Information Governance Officer.
[FR Doc. 2020-21135 Filed 10-9-20; 8:45 am]
BILLING CODE 4910-9X-P
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