30-Day Notice of Proposed Information Collection: Improving Customer Experience, 65894-65895 [2020-22961]

Download as PDF 65894 Federal Register / Vol. 85, No. 201 / Friday, October 16, 2020 / Notices Fax: 410–966–2830, Email address: OR.Reports.Clearance@ssa.gov. Or you may submit your comments online through www.regulations.gov, referencing Docket ID Number [SSA– 2020–0055]. SSA submitted the information collection below to OMB for clearance. Your comments regarding this information collection would be most useful if OMB and SSA receive them 30 days from the date of this publication. To be sure we consider your comments, we must receive them no later than November 16, 2020. Individuals can obtain copies of this OMB clearance package by writing to OR.Reports.Clearance@ssa.gov. Work Activity Report (SelfEmployment)—20 CFR 404.1520(b), 404.1571–404.1576, 404.1584–404.1593, and 416.971–416.976—0960–0598. SSA uses Form SSA–820–BK to determine initial or continuing eligibility for: (1) Title II Social Security disability benefits (SSDI); or (2) Title XVI Supplemental Security Income (SSI) payments. Under Titles II and XVI of the Social Security Act, recipients receive disability benefits and SSI payments based on their inability to engage in substantial gainful activity (SGA) due to a physical or mental condition. Therefore, when the recipients resume work, they must report their work so SSA can evaluate and determine by law whether they continue to meet the disability requirements. SSA uses Form SSA–820–BK to obtain information on self-employment activities of Social Security Title II and XVI disability applicants and recipients. We use the data we obtain to evaluate disability claims, and to help us determine if the claimant meets current disability provisions under Titles II and XVI. Since applicants for disability benefits or payments must prove an inability to perform any kind of SGA generally available in the national economy for which we expect them to qualify based on age, education, and work experience, any work an applicant performed until, or subsequent to, the date the disability allegedly began, affects our disability determination. The respondents are applicants and claimants for SSI payments or SSDI benefits. Type of Request: Revision of an OMBapproved information collection. Modality of completion Number of respondents Frequency of response Average burden per response (minutes) Estimated total annual burden (hours) Average theoretical hourly cost amount (dollars) * Average wait time in field office (minutes) ** Total annual opportunity cost (dollars) *** SSA–820–BK ............... 100,000 1 30 50,000 * $10.73 ** 24 *** $965,700 * We based this figure on average DI payments based on SSA’s current FY 2020 data (https://www.ssa.gov/legislation/ 2020Fact%20Sheet.pdf). ** We based this figure on the average FY 2020 wait times for field offices, based on SSA’s current management information data. *** This figure does not represent actual costs that SSA is imposing on recipients of Social Security payments to complete this application; rather, these are theoretical opportunity costs for the additional time respondents will spend to complete the application. There is no actual charge to respondents to complete the application. Dated: October 13, 2020. Naomi Sipple, Reports Clearance Officer, Social Security Administration. [FR Doc. 2020–22972 Filed 10–15–20; 8:45 am] BILLING CODE 4191–02–P DEPARTMENT OF STATE [Public Notice 11220] 30-Day Notice of Proposed Information Collection: Improving Customer Experience Notice of request for public comment and submission to OMB of proposed collection of information. ACTION: The Department of State 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) (44 U.S.C. 3501 et. seq.) DATES: Submit comments up to November 16, 2020. ADDRESSES: Written comments and recommendations for the proposed information collection should be sent within 30 days of publication of this jbell on DSKJLSW7X2PROD with NOTICES SUMMARY: VerDate Sep<11>2014 18:59 Oct 15, 2020 Jkt 253001 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. FOR FURTHER INFORMATION CONTACT: Direct requests for additional information regarding the collection listed in this notice, including requests for copies of the proposed collection instrument and supporting documents, to [Pamela Watkins, who may be reached on 202–485–2159 or at watkinspk@state.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 PO 00000 Frm 00107 Fmt 4703 Sfmt 4703 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 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. E:\FR\FM\16OCN1.SGM 16OCN1 jbell on DSKJLSW7X2PROD with NOTICES Federal Register / Vol. 85, No. 201 / Friday, October 16, 2020 / Notices Department of State 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 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. Department of State 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. VerDate Sep<11>2014 18:59 Oct 15, 2020 Jkt 253001 Average Minutes per Response: 2 minutes—60 minutes, dependent upon activity. Burden Hours: Department of State 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. Zachary Parker, Director. [FR Doc. 2020–22961 Filed 10–15–20; 8:45 am] BILLING CODE 4710–24–P PO 00000 Frm 00108 Fmt 4703 Sfmt 4703 65895 DEPARTMENT OF STATE [Public Notice:11227] Defense Trade Advisory Group (DTAG): Revised RSVP Date for the DTAG Open Session on Thursday, October 22 AGENCY: ACTION: Department of State. Notice. This notice corrects an erroneous RSVP date provided in an earlier notice for the Defense Trade Advisory Group (DTAG) open session on October 22, 2020. SUMMARY: DATES: Applicable on October 9, 2020 Ms. Barbara Eisenbeiss, DDTC, SA–1, 12th Floor, Directorate of Defense Trade Controls, Bureau of Political-Military Affairs, U.S. Department of State, Washington, DC 20522–0112; telephone (202) 663–2835 or email DTAG@ state.gov (mailto:DTAG@state.gov). FOR FURTHER INFORMATION CONTACT: The revised RSVP date for the DTAG Open Meeting is COB October 20, 2020. Because the DTAG October 22 meeting is virtual, the normal two-week RSVP is not required. The original Federal Register Notice for the meeting (85 FR 57921) listed an earlier RSVP date of October 5, which was erroneous. SUPPLEMENTARY INFORMATION: Neal F. Kringel, Designated Federal Officer, Defense Trade Advisory Group, Department of State. [FR Doc. 2020–22902 Filed 10–15–20; 8:45 am] BILLING CODE 4710–25–P SURFACE TRANSPORTATION BOARD Release of Waybill Data The Surface Transportation Board has received a request from Neville Peterson LLP on behalf of Trinity Industries, Inc. (WB20–50—10/13/20) for permission to use select data from the Board’s 2019 Masked Carload Waybill Sample. A copy of this request may be obtained from the Board’s website under docket no. WB20–50. The waybill sample contains confidential railroad and shipper data; therefore, if any parties object to these requests, they should file their objections with the Director of the Board’s Office of Economics within 14 calendar days of the date of this notice. The rules for release of waybill data are codified at 49 CFR 1244.9. E:\FR\FM\16OCN1.SGM 16OCN1

Agencies

[Federal Register Volume 85, Number 201 (Friday, October 16, 2020)]
[Notices]
[Pages 65894-65895]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-22961]


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DEPARTMENT OF STATE

[Public Notice 11220]


30-Day Notice of Proposed Information Collection: Improving 
Customer Experience

ACTION: Notice of request for public comment and submission to OMB of 
proposed collection of information.

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

SUMMARY: The Department of State 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) (44 U.S.C. 3501 et. seq.)

DATES: Submit comments up to November 16, 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.

FOR FURTHER INFORMATION CONTACT: Direct requests for additional 
information regarding the collection listed in this notice, including 
requests for copies of the proposed collection instrument and 
supporting documents, to [Pamela Watkins, who may be reached on 202-
485-2159 or at [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.

[[Page 65895]]

    Department of State 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 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. Department of State 
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: Department of State 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.

Zachary Parker,
Director.
[FR Doc. 2020-22961 Filed 10-15-20; 8:45 am]
BILLING CODE 4710-24-P