Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 2458-2459 [2022-00662]
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Federal Register / Vol. 87, No. 10 / Friday, January 14, 2022 / Notices
OFFICE OF MANAGEMENT AND
BUDGET
[OMB Control No. O348–NEW]
Information Collection; Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
The Office of Management and
Budget.
ACTION: Notice; request for comment.
AGENCY:
The Office of Management
and Budget (OMB) 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:
March 15, 2022.
ADDRESSES: Submit comments
identified by Information Collection
0348–NEW, 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.
Instructions: Please submit comments
only and cite Information Collection
0348–NEW, 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).
SUMMARY:
lotter on DSK11XQN23PROD with NOTICES1
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,
202–395–0380, or via email to
amira.c.boland@omb.eop.gov.
SUPPLEMENTARY INFORMATION:
A. Purpose
Under the PRA, (44 U.S.C. 3501–
3520) Federal Agencies must obtain
approval from OMB for each collection
VerDate Sep<11>2014
18:04 Jan 13, 2022
Jkt 256001
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, OMB 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 on Forrester’s 2020
CX Index, the Federal sector’s average
score is 10.7 points behind the private
sector average and lower than any other
industry or sector studied. Nearly half of
the bottom 5% of the U.S. CX Index
Rankings are Federal agencies.
The President’s Management Agenda
(see https://www.performance.gov/PMA)
prioritizes efforts to improve the
experience of those the Government
serves—all of the people, families,
businesses, organizations, and
communities across America, especially
those communities that have been
historically underserved by
Government, when they use
Government services. This focus on
customer experience will not only
improve the delivery, efficiency,
security, and effectiveness of our
Government programs, it will advance
equity and enhance everyday
interactions with public services and
uplift the lives of those who need them
the most. To support this, OMB Circular
A–11 Section 280 establishes
Government-wide standards for mature
customer experience organizations in
government and measurement. In order
for Federal programs to design and
deliver the experience taxpayers
deserve, they must often undertake
three general categories of activities:
Conduct ongoing customer research,
gather and share customer feedback, and
test services and digital products. Both
the PMA and Section 280 charge the
President’s Management Council—the
primary Government-wide body that
advises the President and OMB on
management issues that span agencies—
with the routine designation of cross-
PO 00000
Frm 00056
Fmt 4703
Sfmt 4703
agency ‘‘life experiences’’ for
improvement (such as turning 65,
surviving a natural disaster, or having a
child) that do not fit neatly within one
agency’s mission area.
For these projects, OMB designers and
staff, such as the those on the Federal
Customer Experience team or at the U.S.
Digital Service, may lead and coordinate
information collections in service of
cross-agency life experience
improvement efforts. 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. OMB 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, where appropriate.
The results of the data collected will
be used to improve the delivery of
Federal services and programs, and in
particular, those experiences that are
more Government-wide in nature. It will
include the creation of customer
personas, customer journey maps (for a
definition of and more information on
customer personas and journey maps,
see https://performance.gov/cx/
projects), 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
OMB will collect this information by
electronic means when possible, as well
as by mail, fax, telephone, technical
discussions, and in-person interviews.
OMB 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
E:\FR\FM\14JAN1.SGM
14JAN1
Federal Register / Vol. 87, No. 10 / Friday, January 14, 2022 / Notices
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, Tribal, or
territorial governments; 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 1.5
hours to participate in an interview.
Estimated Total Annual Burden
Hours: 101,125.
Estimated Total Annual Cost to
Public: $2,737,454.
C. Public Comments
OMB 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 or included
in the request for OMB approval of this
information collection; they also will
become a matter of public record.
Jason S. Miller,
Deputy Director of Management.
[FR Doc. 2022–00662 Filed 1–13–22; 8:45 am]
BILLING CODE 3110–01–P
OFFICE OF MANAGEMENT AND
BUDGET
The Interagency Council on Statistical
Policy’s Recommendation for a
Standard Application Process (SAP)
for Requesting Access to Certain
Confidential Data Assets
Office of Information and
Regulatory Affairs, Office of
Management and Budget, Executive
Office of the President.
ACTION: Notice of solicitation of
comments.
lotter on DSK11XQN23PROD with NOTICES1
AGENCY:
As part of the implementation
of the Foundations for Evidence-Based
Policymaking Act of 2018, the Office of
Management and Budget (OMB)
SUMMARY:
VerDate Sep<11>2014
18:04 Jan 13, 2022
Jkt 256001
requests comments on the Interagency
Council on Statistical Policy’s
recommendation for a Standard
Application Process (SAP) for
requesting access to certain confidential
data assets. The SAP is to be a process
through which agencies, the
Congressional Budget Office, State,
local, and Tribal governments,
researchers, and other individuals, as
appropriate, may apply to access
confidential data assets accessed or
acquired by a statistical agency or unit
for the purposes of developing evidence.
This new process would be
implemented while maintaining
stringent controls to protect
confidentiality and privacy, as required
by the law.
DATES: To ensure consideration of
comments on this Notice, comments
must be provided in writing no later
than 60 days from the publication date
of this notice. Because of delays in the
receipt of regular mail related to
security screening, respondents are
encouraged to send comments
electronically (see ADDRESSES, below).
ADDRESSES: Comments may be sent via
www.regulations.gov—a Federal EGovernment website that allows the
public to find, review, and submit
comments on documents that agencies
have published in the Federal Register
and that are open for comment. Simply
type ‘‘OMB–2022–0001’’ (in quotes) in
the Comment or Submission search box,
click Go, and follow the instructions for
submitting comments. Comments
received by the date specified above
will be included as part of the official
record.
Comments submitted in response to
this notice may be made available to the
public and are subject to disclosure
under the Freedom of Information Act.
For this reason, please do not include in
your comments information of a
confidential nature, such as sensitive
personal information or proprietary
information. If you send an email
comment, your email address will be
automatically captured and included as
part of the comment that is placed in the
public docket; however,
www.regulations.gov does include the
option of commenting anonymously.
Please note that responses to this public
comment request containing any routine
notice about the confidentiality of the
communication will be treated as public
comments that may be made available to
the public notwithstanding the
inclusion of the routine notice.
Electronic Availability: Federal
Register notices are available
electronically at
www.federalregister.gov/.
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2459
For
information about this request for
comments, contact Rochelle Martinez,
OMB, Statistical_Directives@
omb.eop.gov, 9242 New Executive
Office Building, 725 17th St. NW,
Washington, DC 20503, telephone (202)
395–5897.
SUPPLEMENTARY INFORMATION: OMB is
issuing a request for comment under the
Foundations for Evidence-Based
Policymaking Act of 2018, Public Law
115–435, 132 stat. 5529 (2019), hereafter
referred to as the Evidence Act.
Specifically, the Evidence Act
requires OMB to establish a process
through which agencies, the
Congressional Budget Office, State,
local, and Tribal governments,
researchers, and other individuals, as
appropriate, may apply for access to
confidential data assets accessed or
acquired by a statistical agency or unit.1
This new process would be
implemented while maintaining
stringent controls to protect
confidentiality and privacy, as required
by the law. In addition, under the
Paperwork Reduction Act, the
Interagency Council on Statistical Policy
(ICSP) is to advise and assist the
Director of OMB in coordinating the
Federal statistical system and setting
statistical policy.2 The ICSP is chaired
by the Chief Statistician of the United
States and membership includes the
heads of the 13 recognized statistical
agencies, or in the case of an agency that
does not have a statistical agency or
unit, the agency’s Statistical Official.3
In that capacity, and in order for the
statistical system to comply with this
Evidence Act requirement, the ICSP
submitted a set of recommendations to
OMB for a policy that would establish
a standard application process (SAP) for
requesting access to certain confidential
data assets accessed or acquired by
designated statistical agencies and units.
OMB’s Office of the Chief Statistician,
within the Office of Information and
Regulatory Affairs (OIRA), relies on
public comment and subject matter
expertise across the Federal government
when establishing OMB policies or
guidance for efficient coordination of
Federal statistics. Accordingly, OMB is
seeking public comment on the ICSP’s
recommendations.
FOR FURTHER INFORMATION CONTACT:
Applicability
The proposed policy would impose
requirements on all recognized
1 44 U.S.C. 3583(a). ‘‘Statistical agencies or units’’
are those agencies or organizational units
designated by the Director of OMB pursuant to 44
U.S.C. 3562(a).
2 44 U.S.C. 3504(e).
3 5 U.S.C. 314.
E:\FR\FM\14JAN1.SGM
14JAN1
]]>Agencies
[Federal Register Volume 87, Number 10 (Friday, January 14, 2022)]
[Notices]
[Pages 2458-2459]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-00662]
[[Page 2458]]
=======================================================================
-----------------------------------------------------------------------
OFFICE OF MANAGEMENT AND BUDGET
[OMB Control No. O348-NEW]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: The Office of Management and Budget.
ACTION: Notice; request for comment.
-----------------------------------------------------------------------
SUMMARY: The Office of Management and Budget (OMB) 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: March 15, 2022.
ADDRESSES: Submit comments identified by Information Collection 0348-
NEW, 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.
Instructions: Please submit comments only and cite Information
Collection 0348-NEW, 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, 202-395-0380, or via email to
[email protected].
SUPPLEMENTARY INFORMATION:
A. Purpose
Under the PRA, (44 U.S.C. 3501-3520) Federal Agencies must obtain
approval from 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, OMB 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 on Forrester's 2020 CX Index, the Federal sector's
average score is 10.7 points behind the private sector average and
lower than any other industry or sector studied. Nearly half of the
bottom 5% of the U.S. CX Index Rankings are Federal agencies.
The President's Management Agenda (see https://www.performance.gov/PMA) prioritizes efforts to improve the experience of those the
Government serves--all of the people, families, businesses,
organizations, and communities across America, especially those
communities that have been historically underserved by Government, when
they use Government services. This focus on customer experience will
not only improve the delivery, efficiency, security, and effectiveness
of our Government programs, it will advance equity and enhance everyday
interactions with public services and uplift the lives of those who
need them the most. To support this, OMB Circular A-11 Section 280
establishes Government-wide standards for mature customer experience
organizations in government and measurement. In order for Federal
programs to design and deliver the experience taxpayers deserve, they
must often undertake three general categories of activities: Conduct
ongoing customer research, gather and share customer feedback, and test
services and digital products. Both the PMA and Section 280 charge the
President's Management Council--the primary Government-wide body that
advises the President and OMB on management issues that span agencies--
with the routine designation of cross-agency ``life experiences'' for
improvement (such as turning 65, surviving a natural disaster, or
having a child) that do not fit neatly within one agency's mission
area.
For these projects, OMB designers and staff, such as the those on
the Federal Customer Experience team or at the U.S. Digital Service,
may lead and coordinate information collections in service of cross-
agency life experience improvement efforts. 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. OMB 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,
where appropriate.
The results of the data collected will be used to improve the
delivery of Federal services and programs, and in particular, those
experiences that are more Government-wide in nature. It will include
the creation of customer personas, customer journey maps (for a
definition of and more information on customer personas and journey
maps, see https://performance.gov/cx/projects), 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
OMB will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. OMB 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
[[Page 2459]]
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, Tribal, or
territorial governments; 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 1.5 hours to
participate in an interview.
Estimated Total Annual Burden Hours: 101,125.
Estimated Total Annual Cost to Public: $2,737,454.
C. Public Comments
OMB 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 or included in the request for OMB approval of this
information collection; they also will become a matter of public
record.
Jason S. Miller,
Deputy Director of Management.
[FR Doc. 2022-00662 Filed 1-13-22; 8:45 am]
BILLING CODE 3110-01-P
