Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 2458-2459 [2022-00662]

Download as PDF 2458 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/. PO 00000 Frm 00057 Fmt 4703 Sfmt 4703 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]]

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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