Agency Information Collection Activity under OMB Review: Clearance for A-11 Section 280 Improving Customer Experience Information Collection, 79447-79448 [2022-28064]

Download as PDF Federal Register / Vol. 87, No. 247 / Tuesday, December 27, 2022 / Notices than 200,000 residents (collectively, ‘‘grantees’’) to provide financial assistance and housing stability services to eligible households. Beginning on October 1, 2022, eligible ERA2 grantees that have obligated 75% of the ERA2 funds allocated to them may also use their remaining unobligated funds on other affordable rental housing and eviction prevention activities, as defined by the Secretary, serving very low-income families. Title: Emergency Rental Assistance Program (ERA2). OMB Control Number: 1505–0270. Type of Review: Revision a previously approved collection. Quarterly Reporting TKELLEY on DSK125TN23PROD with NOTICES Description All ERA2 grantees must submit quarterly reports to Treasury detailing their uses of funds to ensure their compliance with the ERA2 Award Terms, the Act, and other applicable requirements. To collect this information, Treasury developed ERA2 quarterly report forms, the accompanying bulk upload templates, and associated guidance. Grantees are required to submit the quarterly reports electronically via Treasury’s portal. The current OMB control number for the ERA2 quarterly report forms will expire on December 30, 2022. Treasury is requesting OMB’s approval of additions to and an extension of the ERA2 quarterly report data collection forms. The proposed additions include new questions necessary to monitor the grantees’ uses of ERA2 funds to support affordable rental housing and eviction prevention activities starting on October 1, 2022, as authorized by the Act. The remainder of the report, which has been previously approved by OMB, is unchanged. All information collected through the quarterly reporting is crucial to Treasury’s effective monitoring of the ERA2 grantees’ compliance with the requirements of the ERA2 award. Form: Interim Reports,1 ERA2 Quarterly Reports, Bulk Upload Template, and Guidance. Affected Public: States, Territories, and local governments who received ERA2 awards. Estimated Number of Respondents: 376. Frequency of Response: Quarterly. Estimated Total Number of Annual Responses: 1,504. 1 Treasury is not currently collecting interim reports but is seeking approval of the documents in the event that they become necessary again in the future. Accordingly, they are not accounted for in the hourly burden calculations. VerDate Sep<11>2014 22:43 Dec 23, 2022 Jkt 259001 Estimated Time per Response: 30 hours. Estimated Total Annual Burden Hours: 45,120 hours. Reallocation Description The Act requires Treasury to reallocate funds initially allocated, but not yet paid, to eligible grantees, according to a procedure established by Treasury. Pursuant to the reallocation procedure Treasury has established, Treasury identifies funds subject to reallocation on a quarterly basis and refers to them as ‘‘excess funds.’’ To identify the eligible grantees interested in receiving reallocated funds, Treasury solicits Request for Reallocation forms through its ERA2 program portal, which capture the amount of each grantee’s request as well as information confirming that a requesting grantee meets certain eligibility requirements, including the statutory requirement that a grantee obligate at least 50% of its initial ERA2 allocation before receiving reallocated funds. In addition to confirming grantees’ eligibility to receive reallocated funds, the reallocation forms on Treasury’s ERA2 portal allow Treasury to collect information needed to determine which grantees to prioritize in the distribution of reallocated funds. Treasury’s prioritization calculation considers: whether potential recipient grantees are located in the same state as transferor grantees; potential recipient grantees’ rate of expenditure; and potential recipient grantees’ jurisdictional needs. Pursuant to Treasury’s ERA2 program guidance, starting with reallocation based on data as of June 30, 2022 (known as the Quarter 2 Assessment), Treasury will also prioritize, among eligible grantees, those grantees that have expended non-ERA funds, including State and Local Fiscal Recovery Funds, for rental or utility assistance substantially similar to eligible uses under ERA1 2 or ERA2 since the enactment of the ERA1 statute on December 27, 2020, in an amount exceeding 20% of their initial ERA2 allocation. To receive this prioritization, a grantee must submit to Treasury a certification of, among other things, the amount of non-ERA funding expended on rental or utility assistance substantially similar to eligible uses under ERA1 or ERA2, the sources of these expenditures, and the number of households served. To implement this 2 ‘‘ERA1’’ refers to the Emergency Rental Assistance program authorized by the Consolidated Appropriations Act, 2021, Pub. L. 116–260, section 501, 134 Stat. 2069 (Dec. 27, 2020). PO 00000 Frm 00175 Fmt 4703 Sfmt 4703 79447 prioritization system for the Quarter 2 Assessment and subsequent reallocation cycles, Treasury has developed a form for its reallocation portal to collect information needed to confirm that a requesting eligible grantee is entitled to prioritization based on its non-ERA expenditures. In addition to the above-described reallocation process, some grantees choose to voluntarily reallocate a portion of their ERA2 allocations to one or more eligible grantees. To that end, Treasury has also developed, within its reallocation portal, a standard form that grantees use to initiate voluntary reallocation. In accordance with statutory requirements, a grantee may transfer up to 60% of its initial ERA2 allocation. OMB approved the usage of these various reallocation forms on June 16, 2022. Since then, Treasury has made de minimis changes accounting for the passage of time and other program developments, none of which substantively alter the forms. Accordingly, the collection of the above-described information is crucial to the reallocation process, which is a central component of the ERA2 program. Forms: Request for Voluntary Reallocation; Request for Reallocated Funds; Request for Reallocated Funds— Voluntary; Non-ERA Expenditures Report. Affected Public: States, Territories and local governments who received ERA2 awards. Estimated Number of Respondents: 482. Frequency of Response: Once. Estimated Total Number of Annual Responses: 982. Estimated Time per Response: Varies from 10–60 minutes. Estimated Total Annual Burden Hours: 524.4 hours. Authority: 44 U.S.C. 3501 et seq. Melody Braswell, Treasury PRA Clearance Officer. [FR Doc. 2022–28138 Filed 12–23–22; 8:45 am] BILLING CODE 4810–25–P DEPARTMENT OF VETERANS AFFAIRS [OMB Control No. 2900–0876] Agency Information Collection Activity under OMB Review: Clearance for A– 11 Section 280 Improving Customer Experience Information Collection Veterans Experience Office, Department of Veterans Affairs. ACTION: Notice. AGENCY: E:\FR\FM\27DEN1.SGM 27DEN1 79448 Federal Register / Vol. 87, No. 247 / Tuesday, December 27, 2022 / Notices In compliance with the Paperwork Reduction Act (PRA) of 1995, this notice announces that the Veterans Experience Office, Department of Veterans Affairs, will submit the collection of information abstracted below to the Office of Management and Budget (OMB) for review and comment. The PRA submission describes the nature of the information collection and its expected cost and burden and it includes the actual data collection instrument. DATES: 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. Refer to ‘‘Clearance for A–11 Section 280 Improving Customer Experience Information Collection’’ in any correspondence. FOR FURTHER INFORMATION CONTACT: Maribel Aponte, Office of Enterprise and Integration, Data Governance Analytics (008), 810 Vermont Ave. NW, Washington, DC 20006, (202) 266–4688 or email maribel.aponte@va.gov. Please refer to ‘‘OMB Control No. 2900–0876’’ in any correspondence. SUPPLEMENTARY INFORMATION: Authority: 44 U.S.C. 3501–21. Title: Clearance for A–11 Section 280 Improving Customer Experience Information Collection. OMB Control Number: 2900–0876. Type of Review: ICR Revision. Abstract: This ICR Revision seeks to extend the expiration date that currently expires in March 2023, and increase the burden hours associated with the Department of Veterans Affairs customer experience data collection system from 1,754,975 to 2,504,975, and the number of responses from 3,500,000 to 5,000,000. VA, when it submitted the original Clearance for A–11 Section 280 Improving Customer Experience Information Collection, calculated total the burden needed based on the number of Customer Satisfaction surveys under management (43 in calendar year 2020) and our informed estimate of growth in number of surveys under management. As a result of unexpectedly strong and robust need (and corresponding requests) for new customer experience surveys by VA customers (stakeholders and partners), VA has already reached 147 surveys under management and anticipate reaching 200 by the end of Fiscal Year 2023. This anticipated FY23 growth, and per our models for growth TKELLEY on DSK125TN23PROD with NOTICES SUMMARY: VerDate Sep<11>2014 22:43 Dec 23, 2022 Jkt 259001 from now until our current ICR expires in March, 2023, directly translates into a corresponding need for an increase in associated burden hours from 1,754,975 to 2,504,975, and the number of responses from 3,500,000 to 5,000,000, to accommodate the current and future demand. General Background on our Customer Experience data collection listening tools 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 the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector. 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. To support this, OMB Circular A–11 Section 280 established government-wide standards for mature customer experience organizations in government and measurement. To enable Federal programs to deliver the experience taxpayers deserve, they must undertake three general categories of activities: Conduct ongoing customer research, gather and share customer feedback, and test services and digital products. 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. Veterans Experience Office 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. The results of the data collected will be used to improve the delivery of Federal services and programs. It will include the creation of personas, customer journey maps, and reports and PO 00000 Frm 00176 Fmt 4703 Sfmt 9990 summaries of customer feedback data and user insights. Veterans Experience Office will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. Veterans Experience Office may also utilize observational techniques to collect this information. 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 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 or tribal governments; Federal government; and Universities. An agency may not conduct or sponsor, and a person is not required to respond to a collection of information unless it displays a currently valid OMB control number. The Federal Register Notice with a 60-day comment period soliciting comments on this collection of information was published at 84 FR 149 on August 2, 2019, pages 37953 and 37954. No comments on this data collection request were submitted by the public. Affected Public: Individuals or Households. Estimated Annual Burden: 2,504,975. Estimated Average Burden per Respondent: Varied, dependent upon the data collection method used. The possible response time to complete a questionnaire or survey may be 2 minutes or up to 2 hours to participate in an interview. Frequency of Response: Varied, dependent upon the data collection method used. Estimated Number of Respondents: 5,000,000. By direction of the Secretary. Maribel Aponte, VA PRA Clearance Officer, Office of Enterprise and Integration, Data Governance Analytics, Department of Veterans Affairs. [FR Doc. 2022–28064 Filed 12–23–22; 8:45 am] BILLING CODE 8320–01–P E:\FR\FM\27DEN1.SGM 27DEN1

Agencies

[Federal Register Volume 87, Number 247 (Tuesday, December 27, 2022)]
[Notices]
[Pages 79447-79448]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-28064]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0876]


Agency Information Collection Activity under OMB Review: 
Clearance for A-11 Section 280 Improving Customer Experience 
Information Collection

AGENCY: Veterans Experience Office, Department of Veterans Affairs.

ACTION: Notice.

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

[[Page 79448]]

SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995, 
this notice announces that the Veterans Experience Office, Department 
of Veterans Affairs, will submit the collection of information 
abstracted below to the Office of Management and Budget (OMB) for 
review and comment. The PRA submission describes the nature of the 
information collection and its expected cost and burden and it includes 
the actual data collection instrument.

DATES: 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. Refer to 
``Clearance for A-11 Section 280 Improving Customer Experience 
Information Collection'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Maribel Aponte, Office of Enterprise 
and Integration, Data Governance Analytics (008), 810 Vermont Ave. NW, 
Washington, DC 20006, (202) 266-4688 or email [email protected]. 
Please refer to ``OMB Control No. 2900-0876'' in any correspondence.

SUPPLEMENTARY INFORMATION: 
    Authority: 44 U.S.C. 3501-21.
    Title: Clearance for A-11 Section 280 Improving Customer Experience 
Information Collection.
    OMB Control Number: 2900-0876.
    Type of Review: ICR Revision.
    Abstract: This ICR Revision seeks to extend the expiration date 
that currently expires in March 2023, and increase the burden hours 
associated with the Department of Veterans Affairs customer experience 
data collection system from 1,754,975 to 2,504,975, and the number of 
responses from 3,500,000 to 5,000,000.
    VA, when it submitted the original Clearance for A-11 Section 280 
Improving Customer Experience Information Collection, calculated total 
the burden needed based on the number of Customer Satisfaction surveys 
under management (43 in calendar year 2020) and our informed estimate 
of growth in number of surveys under management. As a result of 
unexpectedly strong and robust need (and corresponding requests) for 
new customer experience surveys by VA customers (stakeholders and 
partners), VA has already reached 147 surveys under management and 
anticipate reaching 200 by the end of Fiscal Year 2023. This 
anticipated FY23 growth, and per our models for growth from now until 
our current ICR expires in March, 2023, directly translates into a 
corresponding need for an increase in associated burden hours from 
1,754,975 to 2,504,975, and the number of responses from 3,500,000 to 
5,000,000, to accommodate the current and future demand.
    General Background on our Customer Experience data collection 
listening tools
    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 the 2016 American Consumer Satisfaction Index and 
the 2017 Forrester Federal Customer Experience Index show that, on 
average, Government services lag nine percentage points behind the 
private sector. 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. To support 
this, OMB Circular A-11 Section 280 established government-wide 
standards for mature customer experience organizations in government 
and measurement. To enable Federal programs to deliver the experience 
taxpayers deserve, they must undertake three general categories of 
activities: Conduct ongoing customer research, gather and share 
customer feedback, and test services and digital products.
    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. Veterans Experience Office 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.
    The results of the data collected will be used to improve the 
delivery of Federal services and programs. It will include the creation 
of personas, customer journey maps, and reports and summaries of 
customer feedback data and user insights. Veterans Experience Office 
will collect this information by electronic means when possible, as 
well as by mail, fax, telephone, technical discussions, and in-person 
interviews. Veterans Experience Office may also utilize observational 
techniques to collect this information.
    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 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 or tribal governments; Federal 
government; and Universities.
    An agency may not conduct or sponsor, and a person is not required 
to respond to a collection of information unless it displays a 
currently valid OMB control number. The Federal Register Notice with a 
60-day comment period soliciting comments on this collection of 
information was published at 84 FR 149 on August 2, 2019, pages 37953 
and 37954. No comments on this data collection request were submitted 
by the public.
    Affected Public: Individuals or Households.
    Estimated Annual Burden: 2,504,975.
    Estimated Average Burden per Respondent: Varied, dependent upon the 
data collection method used. The possible response time to complete a 
questionnaire or survey may be 2 minutes or up to 2 hours to 
participate in an interview.
    Frequency of Response: Varied, dependent upon the data collection 
method used.
    Estimated Number of Respondents: 5,000,000.

    By direction of the Secretary.
Maribel Aponte,
VA PRA Clearance Officer, Office of Enterprise and Integration, Data 
Governance Analytics, Department of Veterans Affairs.
[FR Doc. 2022-28064 Filed 12-23-22; 8:45 am]
BILLING CODE 8320-01-P
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