30-Day Notice of Proposed Information Collection: Improving Customer Experience, 65894-65895 [2020-22961]
Download as PDF
<![CDATA[
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]
=======================================================================
-----------------------------------------------------------------------
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
