Comment Request for Review of a Generic Information Collection: Customer Experience Feedback, 56094 [2022-19787]

Agencies

• Office of Personnel Management

[Federal Register Volume 87, Number 176 (Tuesday, September 13, 2022)]
[Notices]
[Page 56094]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-19787]



[[Page 56094]]

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OFFICE OF PERSONNEL MANAGEMENT


Comment Request for Review of a Generic Information Collection: 
Customer Experience Feedback

AGENCY: Office of Personnel Management.

ACTION: 60-Day notice and request for comments.

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SUMMARY: The Office of Personnel Management (OPM) intends to submit to 
the Office of Management and Budget (OMB) a request for review of a 
generic clearance to collect qualitative feedback on OPM Healthcare and 
Insurance programs' service delivery. Approval of this generic 
collection is necessary to garner customer and stakeholder feedback in 
an efficient, timely manner, in accordance with our commitment to 
improving service delivery.

DATES: Comments are encouraged and will be accepted until November 14, 
2022.

ADDRESSES: Federal Rulemaking Portal: https://www.regulations.gov.
    All submissions received must include the agency name and docket 
number for this Federal Register document. The general policy for 
comments and other submissions from members of the public is to make 
these submissions available for public viewing on the internet at 
https://www.regulations.gov as they are received without change, 
including any personal identifiers or contact information.

FOR FURTHER INFORMATION CONTACT: A copy of this information collection 
request, with applicable supporting documentation, may be obtained by 
contacting OPM/Healthcare and Insurance, Office of Personnel 
Management, 1900 E Street NW, Washington, DC 20415, Attention: M. 
Fatima Moghis or email to [email protected].

SUPPLEMENTARY INFORMATION: As required by the Paperwork Reduction Act 
of 1995, (Pub. L. 104-13, 44 U.S.C. chapter 35) as amended by the 
Clinger-Cohen Act (Pub. L. 104-106), OPM is soliciting comments for 
this collection. Comments are particularly invited on:
    1. 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. Whether our estimate of the public burden of this collection is 
accurate, and based on valid assumptions and methodology; and
    3. Ways in which we can minimize the burden of the collection of 
information on those who are to respond, through the use of the 
appropriate technological collection techniques or other forms of 
information technology.
    OPM Healthcare and Insurance contracts with health insurance 
carriers to provide benefits to Federal employees, annuitants, family 
members and other eligible groups. The functions are authorized by 
various statutes and regulations: chapter 89 of Title 5, United States 
Codes and sections 890 and 892 of Title 5, Code of Federal Regulations.
    Improving our programs requires assessment of service delivery. The 
information collected from our customers and stakeholders will help 
ensure that users have an effective, efficient, and satisfying 
experience with OPM Healthcare and Insurance programs. This feedback 
will provide insights into customer or stakeholder perceptions, 
experiences and expectations, provide an early warning of issues with 
products or service, or focus attention on areas where communication, 
training or changes in operations might improve delivery of products or 
services. These collections will allow for ongoing, collaborative and 
actionable communications between OPM Healthcare and Insurance and its 
customers and stakeholders. It will also allow feedback to contribute 
directly to the improvement of program management. If this information 
is not collected, vital feedback from customers and stakeholders on OPM 
Healthcare and Insurance services will be unavailable.
    OPM Healthcare and Insurance will collect, analyze, and interpret 
information gathered through this generic clearance to identify 
strengths and weaknesses of current programs and services and make 
improvements based on feedback. The solicitation of feedback will 
target areas such as: appropriateness and usefulness of programs, and 
efficiency of service delivery. Responses will be assessed to plan and 
inform efforts to improve or maintain the quality of service offered to 
customers and stakeholders. OPM Healthcare and Insurance will collect 
information electronically and/or use online collaboration tools as 
appropriate to reduce the burden.
    The types of collections that this generic clearance covers 
include, but are not limited to:
     Small discussion groups;
     Focus Groups of customers, potential customers, delivery 
partners, or other stakeholders;
     Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys);
     In-person observation testing (e.g., website or software 
usability tests).
    Without these types of feedback, OPM Healthcare and Insurance will 
not have timely information to adjust its services to meet customer 
needs.

Analysis

    Agency: U.S. Office of Personnel Management.
    Title: OPM Healthcare and Insurance Customer Experience Feedback.
    OMB: 3206-NEW.
    Frequency: On occasion.
    Affected Public: Government employees and individuals.
    Number of Respondents: 5,000,000.
    Estimated Time per Respondent: 1 hour.
    Total Burden Hours: 500,000,000 hours.

Office of Personnel Management
Stephen Hickman,
Federal Register Liaison.
[FR Doc. 2022-19787 Filed 9-12-22; 8:45 am]
BILLING CODE 6325-43-P