Agency Information Collection Activities; Proposed Collection; Comment Request; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 24694 [2021-09641]
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Federal Register / Vol. 86, No. 87 / Friday, May 7, 2021 / Notices
or start-up costs and costs of operation,
maintenance, and purchase of services
to provide information.
Approved: April 15, 2021.
Chakinna B. Clemons,
Supervisory Tax Analyst.
[FR Doc. 2021–09682 Filed 5–6–21; 8:45 am]
BILLING CODE 4830–01–P
DEPARTMENT OF THE TREASURY
Agency Information Collection
Activities; Proposed Collection;
Comment Request; Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
Departmental Offices, U.S.
Department of the Treasury.
ACTION: Notice.
AGENCY:
The Department of the
Treasury will submit the following
information collection requests to the
Office of Management and Budget
(OMB) for review and clearance in
accordance with the Paperwork
Reduction Act of 1995, on or after the
date of publication of this notice. The
public is invited to submit comments on
these requests.
DATES: Comments must be received on
or before June 7, 2021.
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:
Copies of the submissions may be
obtained from Molly Stasko by emailing
PRA@treasury.gov, calling (202) 622–
8922, or viewing the entire information
collection request at www.reginfo.gov.
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience
(OMB Circular A–11, Section 280
Implementation).
OMB Control Number: 1505–NEW.
Type of Review: New collection.
Description: 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.
SUMMARY:
VerDate Sep<11>2014
19:55 May 06, 2021
Jkt 253001
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 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. The Department of
the Treasury 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.
PO 00000
Frm 00113
Fmt 4703
Sfmt 9990
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.
Affected Public: Individuals and
Households, Businesses and
Organizations, State, Local or Tribal
Government.
Average Expected Annual Number of
Activities: Approximately five types of
customer experience activities such as
feedback surveys, focus groups, user
testing, and interviews.
Estimated Number of Respondents:
2,001,550.
Average Number of Responses per
Activity: 1 response per respondent per
activity.
Estimated Number of Responses:
2,001,550.
Estimated Time per Response: 2
minutes–60 minutes, dependent upon
activity.
Estimated Total Annual Burden
Hours: 101,125 hours.
Request for Comments: Comments
submitted in response to this notice will
be summarized and included in the
request for Office of Management and
Budget approval. All comments will
become a matter of public record.
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 technology; and (e) estimates of
capital or start-up costs and costs of
operation, maintenance, and purchase
of services required to provide
information.
Authority: 44 U.S.C. 3501 et seq.
Dated: May 3, 2021.
Molly Stasko,
Treasury PRA Clearance Officer.
[FR Doc. 2021–09641 Filed 5–6–21; 8:45 am]
BILLING CODE 4810–AK–P
E:\FR\FM\07MYN1.SGM
07MYN1
]]>Agencies
[Federal Register Volume 86, Number 87 (Friday, May 7, 2021)]
[Notices]
[Page 24694]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-09641]
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DEPARTMENT OF THE TREASURY
Agency Information Collection Activities; Proposed Collection;
Comment Request; Improving Customer Experience (OMB Circular A-11,
Section 280 Implementation)
AGENCY: Departmental Offices, U.S. Department of the Treasury.
ACTION: Notice.
-----------------------------------------------------------------------
SUMMARY: The Department of the Treasury will submit the following
information collection requests to the Office of Management and Budget
(OMB) for review and clearance in accordance with the Paperwork
Reduction Act of 1995, on or after the date of publication of this
notice. The public is invited to submit comments on these requests.
DATES: Comments must be received on or before June 7, 2021.
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: Copies of the submissions may be
obtained from Molly Stasko by emailing [email protected], calling (202)
622-8922, or viewing the entire information collection request at
www.reginfo.gov.
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
OMB Control Number: 1505-NEW.
Type of Review: New collection.
Description: 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. The Department of the Treasury 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.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
Average Expected Annual Number of Activities: Approximately five
types of customer experience activities such as feedback surveys, focus
groups, user testing, and interviews.
Estimated Number of Respondents: 2,001,550.
Average Number of Responses per Activity: 1 response per respondent
per activity.
Estimated Number of Responses: 2,001,550.
Estimated Time per Response: 2 minutes-60 minutes, dependent upon
activity.
Estimated Total Annual Burden Hours: 101,125 hours.
Request for Comments: Comments submitted in response to this notice
will be summarized and included in the request for Office of Management
and Budget approval. All comments will become a matter of public
record. 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 technology; and (e) estimates of capital or start-up
costs and costs of operation, maintenance, and purchase of services
required to provide information.
Authority: 44 U.S.C. 3501 et seq.
Dated: May 3, 2021.
Molly Stasko,
Treasury PRA Clearance Officer.
[FR Doc. 2021-09641 Filed 5-6-21; 8:45 am]
BILLING CODE 4810-AK-P
