Agency Information Collection Activities; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 30337-30338 [2023-10046]

Agencies

• DEPARTMENT OF THE INTERIOR

[Federal Register Volume 88, Number 91 (Thursday, May 11, 2023)]
[Notices]
[Pages 30337-30338]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-10046]


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DEPARTMENT OF THE INTERIOR

[233D0102DM, DS6CS00000, DLSN00000.000000, DX.6CS25; OMB Control Number 
1090-0012]


Agency Information Collection Activities; Improving Customer 
Experience (OMB Circular A-11, Section 280 Implementation)

AGENCY: Department of the Interior.

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, we, 
the Department of the Interior are proposing to renew an information 
collection.

DATES: Interested persons are invited to submit comments on or before 
July 10, 2023.

ADDRESSES: Send your comments on this information collection request 
(ICR) by mail to Jeffrey Parrillo, Departmental Information Collection 
Clearance Officer, 1849 C Street NW, Washington, DC 20240; or by email 
to [email protected]. Please reference OMB Control Number 1090-0012 
in the subject line of your comments.

FOR FURTHER INFORMATION CONTACT: To request additional information 
about this ICR, contact Jeffrey Parrillo, Departmental Information 
Collection Clearance Officer, 1849 C Street NW, Washington, DC 20240; 
or by email to [email protected], or by telephone at 202-208-7072. 
Individuals in the United States who are deaf, deafblind, hard of 
hearing, or have a speech disability may dial 711 (TTY, TDD, or 
TeleBraille) to access telecommunications relay services. Individuals 
outside the United States should use the relay services offered within 
their country to make international calls to the point-of-contact in 
the United States.

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction 
Act of 1995 (PRA, 44 U.S.C. 3501 et seq.) and 5 CFR 1320.8(d)(1), all 
information collections require approval under the PRA. We may not 
conduct or sponsor and you are not required to respond to a collection 
of information unless it displays a currently valid OMB control number.
    As part of our continuing effort to reduce paperwork and respondent 
burdens, we invite the public and other Federal agencies to comment on 
new, proposed, revised, and continuing collections of information. This 
helps us assess the impact of our information collection requirements 
and minimize the public's reporting burden. It also helps the public 
understand our information collection requirements and provide the 
requested data in the desired format.
    We are especially interested in public comment addressing the 
following:
    (1) Whether or not the collection of information is necessary for 
the proper performance of the functions of the agency, including 
whether or not the information will have practical utility;
    (2) The accuracy of our estimate of the burden for this collection 
of information, including the validity of the methodology and 
assumptions used;
    (3) Ways to enhance the quality, utility, and clarity of the 
information to be collected; and
    (4) How might the agency 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 submission of response.
    Comments that you submit in response to this notice are a matter of 
public record. We will include or summarize each comment in our request 
to OMB to approve this ICR. Before including your address, phone 
number, email address, or other personal identifying information in 
your comment, you should be aware that your entire comment--including 
your personal identifying information--may be made publicly available 
at any time. While you can ask us in your comment to withhold your 
personal identifying information from public review, we cannot 
guarantee that we will be able to do so.
    Abstract: 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.
    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. These 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. 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.
    The Department of the Interior 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, all or a subset 
of information may be released as part of A-11, Section 280 
requirements on performance.gov. Summaries of customer research and 
user testing activities may be included in public-facing customer 
journey maps.
     Additional release of data must be done in coordination 
with OMB.
    These collections will allow for ongoing, collaborative and 
actionable communications between the Agency, its customers and 
stakeholders, and OMB as it monitors agency compliance

[[Page 30338]]

on Section 280. These responses will inform efforts to improve or 
maintain the quality of service offered to the public. If this 
information is not collected, vital feedback from customers and 
stakeholders on services will be unavailable.
    Title of Collection: Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation).
    OMB Control Number: 1090-0012.
    Form Number: None.
    Type of Review: Extension of a currently approved collection.
    Respondents/Affected Public: Individuals and Households, Businesses 
and Organizations, State, Local or Tribal Government.
    Total Estimated Number of Annual Respondents: 146,384.
    Total Estimated Number of Annual Responses: 146,384.
    Estimated Completion Time per Response: Varied, dependent upon the 
possible response time to complete a questionnaire or survey may be 3 
minutes up to 90 minutes to participate in an interview based on the 
data collection method used.
    Total Estimated Number of Annual Burden Hours: 13,876.
    Respondent's Obligation: Voluntary.
    Frequency of Collection: One time.
    Total Estimated Annual Nonhour Burden Cost: None.
    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 authority for this action is the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.).

Jeffrey Parrillo,
Departmental Information Collection Clearance Officer.
[FR Doc. 2023-10046 Filed 5-10-23; 8:45 am]
BILLING CODE 4334-63-P