Submission for OMB Review; Improving Customer Experience-Implementation of Section 280 of OMB Circular A-11, 51424-51426 [2022-18026]

Download as PDF 51424 Federal Register / Vol. 87, No. 161 / Monday, August 22, 2022 / Notices 1217’’. Follow the instructions provided on the screen. Please cite OMB Control No. 3090–0086, Proposal to Lease Space, GSA Form 1364 and Lessor’s Annual Cost Statement, GSA Form 1217’’ on your attached document. Instructions: All items submitted must cite OMB control No. 3090–0086, Proposal to Lease Space, GSA Form 1364 and Lessor’s Annual Cost Statement, GSA Form 1217. All comments received will be posted without change to https:// www.regulations.gov, including any personal and/or business confidential information provided. To confirm receipt of your comment(s), please check www.regulations.gov, approximately two-to-three days after submission to verify posting. If there are difficulties submitting comments, contact the GSA Regulatory Secretariat Division at 202–501–4755 or GSARegSec@gsa.gov. FOR FURTHER INFORMATION CONTACT: Mr. Marten Wallace, Procurement Analyst, General Services Acquisition Policy Division, 202–286–5807 or via email at marten.wallace@gsa.gov. SUPPLEMENTARY INFORMATION: jspears on DSK121TN23PROD with NOTICES A. Purpose The General Services Administration has various mission responsibilities related to the acquisition, management, and disposal of real and personal property. These mission responsibilities include developing requirements, solicitation of lease offers and the award of real property lease contracts. Individual solicitations and resulting contracts may impose unique information collection/reporting requirements on contractors, not required by regulation, but necessary to (1) evaluate whether the physical attributes of offered properties meet the Government’s requirements and (2) evaluate the owner/offeror’s price proposal. The approval requested includes four versions of the GSA Form 1364; GSA Forms 1364, 1364A, 1364A– 1, and 1364WH. These forms are used to obtain information for offer evaluation and lease award purposes regarding property being offered for lease to house Federal agencies. This includes financial aspects of offers for analysis and negotiation, such as real estate taxes, adjustments for vacant space, and offeror construction overhead fees. A total of seven lease contract models have been developed to meet the needs of the national leased portfolio. Three of these lease models require offerors to complete a GSA Form 1364 and two require a GSA Form 1217. The GSA VerDate Sep<11>2014 18:17 Aug 19, 2022 Jkt 256001 Form 1364 versions require the submission of information specifically aligned with certain leasing models and avoids mandating submission of information that is not required for use in evaluation and award under each model. The GSA Form 1217 requires the submission of information specific to the services and utilities of a building in support of the pricing detailed under GSA Form 1364. The forms relate to individual lease procurements and no duplication exists. The Global Lease model uses the GSA Form 1364. The 1364 captures all rental components, including the pricing for the initial tenant improvements. The global nature of the 1364 provides flexibility in capturing tenant improvement pricing based on either allowance or turnkey pricing, as required by the solicitation. The Simplified Lease Model uses the GSA Forms 1364A and 1364A–1. This model obtains a firm, fixed price for rent, which includes the cost of tenant improvement construction. Therefore, leases using the Simplified model do not include post-award tenant improvement cost information on the form. The 1364A includes rental rate components and cost data that becomes part of the lease contract and that is necessary to satisfy GSA pricing policy requirements. The 1364A–1 is a checklist that addresses technical requirements as referenced in the Request for Lease Proposals. The 1364A–1 is separate from the proposal itself and is maintained in the lease file; it does not become an exhibit to the lease. The 1364A–1 may contain proprietary offeror information that cannot be released under the Freedom of Information Act. The Warehouse Lease Model uses GSA Form 1364WH. This model is specifically designed to accommodate the special characteristics of warehouse space and is optimized for space whose predominant use is for storage, distribution, or manufacturing. The 1364WH captures building characteristics unique to warehouse facilities and allows for evaluation of offers based on either area or volume calculations. The Global and Warehouse Lease Models use the GSA Form 1217. GSA Form 1217 captures the estimated annual cost of services and utilities and the estimated costs of ownership, exclusive of capital charges. These costs are listed for both the entire building and the area proposed for lease to the Government, broken down into specific categories. PO 00000 Frm 00095 Fmt 4703 Sfmt 4703 B. Annual Reporting Burden Respondents: 505. Responses per Respondent: 3.36 (weighted average). Total Responses: 1,732. Hours Per Response: 4.11 (weighted average). Total Burden Hours: 7,150. C. Public Comments No comments were received. Public comments are particularly invited on: Whether this collection of information is necessary; whether it will have practical utility; whether our estimate of the public burden of this collection of information is accurate, and based on valid assumptions and methodology; ways to enhance the quality, utility, and clarity of the information to be collected; and ways in which we can minimize the burden of the collection of information on those who are to respond, through the use of appropriate technological collection techniques or other forms of information technology. Obtaining Copies of Proposals: Requesters may obtain a copy of the information collection documents from the GSA Regulatory Secretariat Division, by calling 202–501–4755 or emailing GSARegSec@gsa.gov. Please cite OMB Control No. 3090–0086, Proposal to Lease Space, GSA Form 1364 and Lessor’s Annual Cost Statement, GSA Form 1217, in all correspondence. Jeffrey A. Koses, Senior Procurement Executive, Office of Acquisition Policy, Office of Governmentwide Policy. [FR Doc. 2022–18007 Filed 8–19–22; 8:45 am] BILLING CODE 6820–61–P GENERAL SERVICES ADMINISTRATION [OMB Control No. 3090–0321; Docket No. 2022–0001; Sequence No. 10] Submission for OMB Review; Improving Customer Experience— Implementation of Section 280 of OMB Circular A–11 General Services Administration (GSA). ACTION: Notice and request for comments. AGENCY: Under the provisions of the Paperwork Reduction Act, the Regulatory Secretariat Division will be submitting to the Office of Management and Budget (OMB) a request to review and approve an extension without change to an existing information collection requirement regarding the Implementation of Section 280 of OMB SUMMARY: E:\FR\FM\22AUN1.SGM 22AUN1 Federal Register / Vol. 87, No. 161 / Monday, August 22, 2022 / Notices Circular A–11—‘‘Improving Customer Experience’’. Submit comments on or before September 21, 2022. ADDRESSES: Written comments and recommendations for this 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 Review—Open for Public Comments’’; or by using the search function. FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to Amira Boland, 202–501–4755, or via email to GSARegSec@gsa.gov. SUPPLEMENTARY INFORMATION: DATES: jspears on DSK121TN23PROD with NOTICES A. Purpose 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 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.whitehouse.gov/wp-content/ uploads/2018/06/s280.pdf. Section 280.7 established seven domains for measuring customer experience. • Overall: (1) Satisfaction, (2) Confidence/Trust • Service: (3) Quality • Process: (4) Ease/Simplicity, (5) Efficiency/Speed, (6) Equity/ Transparency • People: (7) Employee Helpfulness All High Impact Service Providers listed at https://www.performance.gov/ cx/HISPList.pdf are required to ask questions in these domains of their customers. However, all agencies are encouraged to conduct their customer experience measurement in line with these standard measures. As discussed in OMB guidance, agencies should identify their highestimpact customer journeys (using customer volume, annual program cost, and/or knowledge of customer priority VerDate Sep<11>2014 18:17 Aug 19, 2022 Jkt 256001 as weighting factors) and select touchpoints/transactions within those journeys to collect feedback. For the purposes of this collection, Federal customer experience will focus on realtime transaction-level measures. The 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. For reference, the questions (also available on www.performance.gov) are below. All are on a Likert Scale from 1 to 5 (1=strongly disagree to 5=strongly agree (except free text questions)). [Landing Page] 1. I am satisfied with the service I received from [Program/Service name].) 2. This interaction increased my confidence in [Program/Service name]. OR I trust [Agency/Program/Service name] to fulfill our country’s commitment to [relevant population]. 3. Anything you want to tell us about your scores above? (free text) 4. Would you like to take two more minutes to answer five more questions to help us improve our services? (Y/N) [Page 2 if Respondent Answered Y— Programs Will Select What Is Applicable to Them] 5. My need was addressed. 6. It was easy to complete what I needed to do. 7. It took a reasonable amount of time to do what I needed to do. 8. I was treated fairly. 9. Employees I interacted with were helpful. 10. Which service center did you visit today? OR ‘‘which service did you call about today?’’ 11. Anything else you’d like to share with us? (free text) Following review and disposition of public comments on this 60-day notice, GSA will submit to OMB a 30-day notice. Upon renewal of the collection, GSA will continue to submit collections on behalf of the following agencies for approval: Department of Agriculture, Department of Commerce, Department of Defense, Department of Education, Department of Energy, Department of Health and Human Services, Department of Homeland Security Department of Housing and Urban Development, Department of the Interior, Department of Justice, Department of Labor Department of State, United States Agency for International Development, the General PO 00000 Frm 00096 Fmt 4703 Sfmt 4703 51425 Services Administration, Department of Transportation, Department of the Treasury, Department of Veterans Affairs, Environmental Protection Agency, National Aeronautics and Space Administration, the Consumer Financial Protection Bureau, National Science Foundation, Nuclear Regulatory Commission, the Small Business Administration, the Office of Personnel Management, and Social Security Administration. 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. GSA 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 collecting the information, all or a subset of information may be released only on performance.gov. Release of any other data must be discussed with OMB before release. Public responses to these individual collections will provide insight on improving services offered to the public. If this information is not collected, vital feedback from customers and stakeholders on services will be unavailable. B. Annual Reporting Burden 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 E:\FR\FM\22AUN1.SGM 22AUN1 51426 Federal Register / Vol. 87, No. 161 / Monday, August 22, 2022 / Notices 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. 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 collection. Average Expected Annual Number of Activities: Approximately 50 customer feedback surveys. Average Number of Respondents per Activity: Range varies greatly depending on Federal Service. Annual Responses: Approximately 40,000,000. Average Minutes per Response: 3 minutes. Burden Hours: 2,000,000. C. Public Comments A 60-day notice published in the Federal Register at 87 FR 36325 on June 16, 2022. No comments were received. The 60-day notice was published as a request for a new information collection. This 30-day notice corrects that language and is confirmation that the 60 and 30-day notices will serve as a request for renewal and extension without change. Beth Anne Killoran, Deputy Chief Information Officer. [FR Doc. 2022–18026 Filed 8–19–22; 8:45 am] BILLING CODE 6820–34–P DEPARTMENT OF HEALTH AND HUMAN SERVICES Centers for Disease Control and Prevention [60Day–22–0995; Docket No. CDC–2022– 0094] Proposed Data Collection Submitted for Public Comment and Recommendations Centers for Disease Control and Prevention (CDC), Department of Health and Human Services (HHS). ACTION: Notice with comment period. jspears on DSK121TN23PROD with NOTICES AGENCY: The Centers for Disease Control and Prevention (CDC), as part of its continuing effort to reduce public burden and maximize the utility of government information, invites the general public and other federal agencies the opportunity to comment on SUMMARY: VerDate Sep<11>2014 18:17 Aug 19, 2022 Jkt 256001 a continuing information collection, as required by the Paperwork Reduction Act of 1995. This notice invites comment on a proposed information collection project titled National Network of Sexually Transmitted Diseases Clinical Prevention Training Centers. The purpose of the collection is to support program management of the National Network of Sexually Transmitted Disease Clinical Prevention Training Center (NNPTC) and to evaluate the reach and impact of the NNPTC’s training activities. DATES: CDC must receive written comments on or before October 21, 2022. ADDRESSES: You may submit comments, identified by Docket No. CDC–2022– 0094 by either of the following methods: • Federal eRulemaking Portal: www.regulations.gov. Follow the instructions for submitting comments. • Mail: Jeffrey M. Zirger, Information Collection Review Office, Centers for Disease Control and Prevention, 1600 Clifton Road NE, MS H21–8, Atlanta, Georgia 30329. Instructions: All submissions received must include the agency name and Docket Number. CDC will post, without change, all relevant comments to www.regulations.gov. Please note: Submit all comments through the Federal eRulemaking portal (www.regulations.gov) or by U.S. mail to the address listed above. FOR FURTHER INFORMATION CONTACT: To request more information on the proposed project or to obtain a copy of the information collection plan and instruments, contact Jeffrey M. Zirger, Information Collection Review Office, Centers for Disease Control and Prevention, 1600 Clifton Road NE, MS H21–8, Atlanta, Georgia 30329; Telephone: 404–639–7118; Email: omb@ cdc.gov. SUPPLEMENTARY INFORMATION: Under the Paperwork Reduction Act of 1995 (PRA) (44 U.S.C. 3501–3520), federal agencies must obtain approval from the Office of Management and Budget (OMB) for each collection of information they conduct or sponsor. In addition, the PRA also requires federal agencies to provide a 60-day notice in the Federal Register concerning each proposed collection of information, including each new proposed collection, each proposed extension of existing collection of information, and each reinstatement of previously approved information collection before submitting the collection to the OMB for approval. To comply with this requirement, we are publishing this notice of a proposed data collection as described below. PO 00000 Frm 00097 Fmt 4703 Sfmt 4703 The OMB is particularly interested in comments that will help: 1. Evaluate 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; 2. Evaluate the accuracy of the agency’s estimate of the burden of the proposed collection of information, including the validity of the methodology and assumptions used; 3. Enhance the quality, utility, and clarity of the information to be collected; 4. Minimize the burden of the collection of information on those who are to respond, including through the use of appropriate automated, electronic, mechanical, or other technological collection techniques or other forms of information technology, e.g., permitting electronic submissions of responses; and 5. Assess information collection costs. Proposed Project National Network of Sexually Transmitted Diseases Clinical Prevention Training Centers (NNPTC): Evaluation (OMB Control No. 0920– 0995, Exp. 06/30/2023) — Revision— National Center for HIV/AIDS, Viral Hepatitis, STD, and TB Prevention (NCHHSTP), Centers for Disease Control and Prevention (CDC). Background and Brief Description The Centers for Disease Control and Prevention (CDC), Division of STD Prevention requests an Extension and three-year approval of the currently approved information collection request that comprises the NNPTC Abbreviated Health Professional Application for Training (NNPTC Abbreviated HPAT). This Extension will allow the NNPTC Abbreviated HPAT to continue to serve as the official training application form used for training activities conducted by the Sexually Transmitted Disease (STD) Prevention Training Centers’ (PTCs) grantees funded by the (CDC). The PTCs are funded by CDC/Division of STD Prevention (DSTDP) to provide training and capacity-building that includes information, training, technical assistance, and technology transfer. PTCs offer classroom and experiential training, web-based training, clinical consultation, and capacity building assistance to maintain and enhance the capacity of health care professionals to control and prevent STDs and HIV. The NNPTC Abbreviated HPAT is used to monitor and evaluate performance and reach of grantees that offer STD and HIV prevention training, training assistance, E:\FR\FM\22AUN1.SGM 22AUN1

Agencies

[Federal Register Volume 87, Number 161 (Monday, August 22, 2022)]
[Notices]
[Pages 51424-51426]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-18026]


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

GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0321; Docket No. 2022-0001; Sequence No. 10]


Submission for OMB Review; Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11

AGENCY: General Services Administration (GSA).

ACTION: Notice and request for comments.

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

SUMMARY: Under the provisions of the Paperwork Reduction Act, the 
Regulatory Secretariat Division will be submitting to the Office of 
Management and Budget (OMB) a request to review and approve an 
extension without change to an existing information collection 
requirement regarding the Implementation of Section 280 of OMB

[[Page 51425]]

Circular A-11--``Improving Customer Experience''.

DATES: Submit comments on or before September 21, 2022.

ADDRESSES: Written comments and recommendations for this 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 Review--Open for Public 
Comments''; or by using the search function.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Amira Boland, 202-501-4755, or via email to 
[email protected].

SUPPLEMENTARY INFORMATION:

A. Purpose

    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 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.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
    Section 280.7 established seven domains for measuring customer 
experience.

 Overall: (1) Satisfaction, (2) Confidence/Trust
 Service: (3) Quality
 Process: (4) Ease/Simplicity, (5) Efficiency/Speed, (6) 
Equity/Transparency
 People: (7) Employee Helpfulness

    All High Impact Service Providers listed at https://www.performance.gov/cx/HISPList.pdf are required to ask questions in 
these domains of their customers. However, all agencies are encouraged 
to conduct their customer experience measurement in line with these 
standard measures.
    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. For the purposes of this collection, Federal customer 
experience will focus on real-time transaction-level measures.
    The 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.
    For reference, the questions (also available on 
www.performance.gov) are below. All are on a Likert Scale from 1 to 5 
(1=strongly disagree to 5=strongly agree (except free text questions)).

[Landing Page]

    1. I am satisfied with the service I received from [Program/Service 
name].)
    2. This interaction increased my confidence in [Program/Service 
name]. OR I trust [Agency/Program/Service name] to fulfill our 
country's commitment to [relevant population].
    3. Anything you want to tell us about your scores above? (free 
text)
    4. Would you like to take two more minutes to answer five more 
questions to help us improve our services? (Y/N)

[Page 2 if Respondent Answered Y--Programs Will Select What Is 
Applicable to Them]

    5. My need was addressed.
    6. It was easy to complete what I needed to do.
    7. It took a reasonable amount of time to do what I needed to do.
    8. I was treated fairly.
    9. Employees I interacted with were helpful.
    10. Which service center did you visit today? OR ``which service 
did you call about today?''
    11. Anything else you'd like to share with us? (free text)
    Following review and disposition of public comments on this 60-day 
notice, GSA will submit to OMB a 30-day notice. Upon renewal of the 
collection, GSA will continue to submit collections on behalf of the 
following agencies for approval: Department of Agriculture, Department 
of Commerce, Department of Defense, Department of Education, Department 
of Energy, Department of Health and Human Services, Department of 
Homeland Security Department of Housing and Urban Development, 
Department of the Interior, Department of Justice, Department of Labor 
Department of State, United States Agency for International 
Development, the General Services Administration, Department of 
Transportation, Department of the Treasury, Department of Veterans 
Affairs, Environmental Protection Agency, National Aeronautics and 
Space Administration, the Consumer Financial Protection Bureau, 
National Science Foundation, Nuclear Regulatory Commission, the Small 
Business Administration, the Office of Personnel Management, and Social 
Security Administration.
    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.
    GSA 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 collecting the 
information, all or a subset of information may be released only on 
performance.gov. Release of any other data must be discussed with OMB 
before release.
    Public responses to these individual collections will provide 
insight on improving services offered to the public. If this 
information is not collected, vital feedback from customers and 
stakeholders on services will be unavailable.

B. Annual Reporting Burden

    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

[[Page 51426]]

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.
    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 collection.
    Average Expected Annual Number of Activities: Approximately 50 
customer feedback surveys.
    Average Number of Respondents per Activity: Range varies greatly 
depending on Federal Service.
    Annual Responses: Approximately 40,000,000.
    Average Minutes per Response: 3 minutes.
    Burden Hours: 2,000,000.

C. Public Comments

    A 60-day notice published in the Federal Register at 87 FR 36325 on 
June 16, 2022. No comments were received. The 60-day notice was 
published as a request for a new information collection. This 30-day 
notice corrects that language and is confirmation that the 60 and 30-
day notices will serve as a request for renewal and extension without 
change.

Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-18026 Filed 8-19-22; 8:45 am]
BILLING CODE 6820-34-P


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