Name of Information Collection: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 60503-60504 [2023-18956]

Download as PDF Federal Register / Vol. 88, No. 169 / Friday, September 1, 2023 / Notices eligibility for assistance under part I of the Foreign Assistance Act by reason of application of the Foreign Assistance Act or any other provision of law for FY 2024. [FR Doc. 2023–18891 Filed 8–31–23; 8:45 am] BILLING CODE 9211–03–P NATIONAL AERONAUTICS AND SPACE ADMINISTRATION [Notice: 23–093] Name of Information Collection: Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) National Aeronautics and Space Administration (NASA). ACTION: Notice of information collection. AGENCY: The National Aeronautics and Space Administration (NASA) 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 30 days for public comment in response to the notice. This notice solicits comments on new collection proposed by the Agency. DATES: Comments are due by October 2, 2023. ADDRESSES: Submit comments identified by Information Collection 2700–0181, 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. • By mail: Bill Edwards-Bodmer, NASA Clearance Officer, NASA Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757–864–7998, or b.edwards-bodmer@nasa.gov. Instructions: Please submit comments only and cite Information Collection 2700–0181, 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-tothree business days after submission to verify posting (except allow 30 days for lotter on DSK11XQN23PROD with NOTICES1 SUMMARY: VerDate Sep<11>2014 17:24 Aug 31, 2023 Jkt 259001 posting of comments submitted by mail). FOR FURTHER INFORMATION CONTACT: Requests for additional information or copies of the information collection instrument(s) and instructions should be directed to Bill Edwards-Bodmer, NASA Clearance Officer, NASA Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757–864–7998, or b.edwards-bodmer@nasa.gov. SUPPLEMENTARY INFORMATION: I. Abstract Under the 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. ‘‘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, NASA 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 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 PO 00000 Frm 00074 Fmt 4703 Sfmt 4703 60503 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. NASA 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. 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. II. Methods of Collection NASA will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. III. Data Title: Improving Customer Experience (OMB Circular A–11, Section 280 Implementation). OMB Number: 2700–0181. Type of Review: Extension. 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 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 or Tribal governments; Federal Government; and Universities. Estimated Number of Respondents: 2,001,550. Estimated Time per Response: Varied, dependent upon the data collection E:\FR\FM\01SEN1.SGM 01SEN1 60504 Federal Register / Vol. 88, No. 169 / Friday, September 1, 2023 / Notices Comments’’ or by using the search function. method used. The possible response time to complete a questionnaire or survey may be 3 minutes or up to 2 hours to participate in an interview. Estimated Total Annual Burden Hours: 101,125. Estimated Total Annual Cost to Public: $0. FOR FURTHER INFORMATION CONTACT: IV. Request for Comments Comments are invited on: (1) Whether the proposed collection of information is necessary for the proper performance of the functions of NASA, including whether the information collected has practical utility; (2) the accuracy of NASA’s estimate of the burden (including hours and cost) of the proposed collection of information; (3) ways to enhance the quality, utility, and clarity of the information to be collected; and (4) ways to minimize the burden of the collection of information on respondents, including automated collection techniques or the use of other forms of information technology. Comments submitted in response to this notice will be summarized and included in the request for OMB approval of this information collection. They will also become a matter of public record. William Edwards-Bodmer, NASA PRA Clearance Officer. [FR Doc. 2023–18956 Filed 8–31–23; 8:45 am] BILLING CODE 7510–13–P NATIONAL AERONAUTICS AND SPACE ADMINISTRATION [Notice: 23–092] Name of Information Collection: NASA Complaint of Discrimination Form 1355 National Aeronautics and Space Administration (NASA). ACTION: Notice of information collection. AGENCY: The National Aeronautics and Space Administration, as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to take this opportunity to comment on proposed and/or continuing information collections. DATES: Comments are due by October 31, 2023. ADDRESSES: Written comments and recommendations for this information collection should be sent within 60 days of publication of this notice to www.reginfo.gov/public/do/PRAMain. Find this particular information collection by selecting ‘‘Currently under 60-day Review—Open for Public lotter on DSK11XQN23PROD with NOTICES1 SUMMARY: VerDate Sep<11>2014 17:24 Aug 31, 2023 Jkt 259001 Requests for additional information or copies of the information collection instrument(s) and instructions should be directed to Bill Edwards-Bodmer, NASA Clearance Officer, NASA Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757–864–7998, or b.edwards-bodmer@nasa.gov. SUPPLEMENTARY INFORMATION: I. Abstract Federal agencies are required by statute not to engage in discrimination on the bases of race, color, religion, sex, national origin, age, disability, genetic information, or retaliation. A Federal employee, former employee, or job applicant who believes s/he was discriminated against has a right to file a complaint with the agency’s office responsible for its Equal Employment Opportunity (EEO) programs. Federal agencies must offer pre-complaint counseling or EEO alternative dispute resolution (EEO ADR) to individuals who allege that they were discriminated against by the agency. If pre-complaint counseling or EEO ADR does not resolve the dispute(s), the individual can file a formal discrimination complaint with the agency’s EEO office. II. Methods of Collection Title 29 of the Code of Federal Regulations (CFR) part 1614 section 104 requires agencies to establish procedures for processing individual and class complaints of discrimination that include the provisions contained in 29 CFR 1614.105 through 1614.110 and in § 1614.204, which are consistent with all other applicable Federal EEO regulations and complaint processing requirements contained in the Equal Employment Opportunity Commission (EEOC) Management Directives (MD). When an individual decides to pursue the formal discrimination complaint process, EEOC MD 110 requires that the formal complaint must be: • In writing; • Specific with regard to the claim(s) that the individual raised in precomplaint counseling and that the person wishes to pursue; • Must be signed by the individual and/or his or her representative; and • Must be filed within fifteen (15) calendar days from the date s/he receives the Notice of Right to File a Discrimination Complaint. Consequently, NASA established NF– 1355P form to ensure the individual who wishes to utilize the EEO process complies with the requirements listed above. PO 00000 Frm 00075 Fmt 4703 Sfmt 4703 III. Data Title: Formal Discrimination Complaint Form. OMB Number: 2700–0163. Type of Review: Reinstatement of existing information collection. Affected Public: Individuals who wish to file a formal discrimination complaint against NASA. Estimated Annual Number of Activities: 60. Estimated Number of Respondents per Activity: 1. Annual Responses: 60. Estimated Time per Response: 30 minutes. Estimated Total Annual Burden Hours: 30 hours. IV. Request for Comments Comments are invited on: (1) Whether the proposed collection of information is necessary for the proper performance of the functions of NASA, including whether the information collected has practical utility; (2) the accuracy of NASA’s estimate of the burden (including hours and cost) of the proposed collection of information; (3) ways to enhance the quality, utility, and clarity of the information to be collected; and (4) ways to minimize the burden of the collection of information on respondents, including automated collection techniques or the use of other forms of information technology. Comments submitted in response to this notice will be summarized and included in the request for OMB approval of this information collection. They will also become a matter of public record. William Edwards-Bodmer, NASA PRA Clearance Officer. [FR Doc. 2023–18960 Filed 8–31–23; 8:45 am] BILLING CODE 7510–13–P NUCLEAR REGULATORY COMMISSION [Docket No. 50–341; NRC–2023–0146] DTE Electric Company; Fermi, Unit 2 Nuclear Regulatory Commission. ACTION: License amendment application; opportunity to comment, request a hearing, and petition for leave to intervene. AGENCY: The U.S. Nuclear Regulatory Commission (NRC, the Commission) is considering issuance of an amendment to Renewed Facility Operating License No. NPF–43, issued to DTE Electric Company, for operation of Fermi, Unit SUMMARY: E:\FR\FM\01SEN1.SGM 01SEN1

Agencies

National Aeronautics and Space Administration

[Federal Register Volume 88, Number 169 (Friday, September 1, 2023)]
[Notices]
[Pages 60503-60504]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-18956]


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NATIONAL AERONAUTICS AND SPACE ADMINISTRATION

[Notice: 23-093]


Name of Information Collection: Improving Customer Experience 
(OMB Circular A-11, Section 280 Implementation)

AGENCY: National Aeronautics and Space Administration (NASA).

ACTION: Notice of information collection.

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

SUMMARY: The National Aeronautics and Space Administration (NASA) 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 30 days for public comment in response to the 
notice. This notice solicits comments on new collection proposed by the 
Agency.

DATES: Comments are due by October 2, 2023.

ADDRESSES: Submit comments identified by Information Collection 2700-
0181, 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.
     By mail: Bill Edwards-Bodmer, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757-864-
7998, or [email protected].
    Instructions: Please submit comments only and cite Information 
Collection 2700-0181, 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 or 
copies of the information collection instrument(s) and instructions 
should be directed to Bill Edwards-Bodmer, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757-864-
7998, or [email protected].

SUPPLEMENTARY INFORMATION:

I. Abstract

    Under the 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. ``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, NASA 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 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. NASA 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. 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.

II. Methods of Collection

    NASA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews.

III. Data

    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Number: 2700-0181.
    Type of Review: Extension.
    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 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.
    Estimated Number of Respondents: 2,001,550.
    Estimated Time per Response: Varied, dependent upon the data 
collection

[[Page 60504]]

method used. The possible response time to complete a questionnaire or 
survey may be 3 minutes or up to 2 hours to participate in an 
interview.
    Estimated Total Annual Burden Hours: 101,125.
    Estimated Total Annual Cost to Public: $0.

IV. Request for Comments

    Comments are invited on: (1) Whether the proposed collection of 
information is necessary for the proper performance of the functions of 
NASA, including whether the information collected has practical 
utility; (2) the accuracy of NASA's estimate of the burden (including 
hours and cost) of the proposed collection of information; (3) ways to 
enhance the quality, utility, and clarity of the information to be 
collected; and (4) ways to minimize the burden of the collection of 
information on respondents, including automated collection techniques 
or the use of other forms of information technology.
    Comments submitted in response to this notice will be summarized 
and included in the request for OMB approval of this information 
collection. They will also become a matter of public record.

William Edwards-Bodmer,
NASA PRA Clearance Officer.
[FR Doc. 2023-18956 Filed 8-31-23; 8:45 am]
BILLING CODE 7510-13-P

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