Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 32391-32392 [2024-09163]
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32391
Notices
Federal Register
Vol. 89, No. 82
Friday, April 26, 2024
This section of the FEDERAL REGISTER
contains documents other than rules or
proposed rules that are applicable to the
public. Notices of hearings and investigations,
committee meetings, agency decisions and
rulings, delegations of authority, filing of
petitions and applications and agency
statements of organization and functions are
examples of documents appearing in this
section.
AGENCY FOR INTERNATIONAL
DEVELOPMENT
[OMB Control No. 0412–0609]
Information Collection; Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
U.S. Agency for International
Development
ACTION: Notice; request for comment.
AGENCY:
The U.S. Agency for
International Development (USAID) 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
a renewal collection proposed by the
Agency.
SUMMARY:
All comments should be
submitted within 30 calendar days from
the date of this publication.
ADDRESSES: Submit comments
identified by Information Collection
0412–0609, 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.
• E-Mail: ATTN: Allana Welch/IC
0412–0609, A–11 Section 280
Improving Customer Experience,
alwelch@usaid.gov
Instructions: Please submit comments
only and cite Information Collection
0412–0609, Improving Customer
ddrumheller on DSK120RN23PROD with NOTICES1
DATES:
VerDate Sep<11>2014
20:31 Apr 25, 2024
Jkt 262001
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).
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.
FOR FURTHER INFORMATION CONTACT:
Requests for additional information
should be directed to Allana Welch via
email to alwelch@usaid.gov or by phone
to 202–712–4264.
SUPPLEMENTARY INFORMATION:
A. Purpose
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. USAID
published a 60-day notice for this
proposed information collection on
February 21, 2024 (89 FR 13033). OMB
regulations also require Federal
Agencies to submit a notice to the
Federal Register informing the public of
its intent to seek OMB approval for an
information collection. 5
CFR 1320.10(a). To comply with this
requirement, USAIDis publishing notice
of the proposed collection of
information set forth in this document.
Whether seeking a loan, Social
Security benefits, veteran’s benefits, or
other services provided by the Federal
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Frm 00001
Fmt 4703
Sfmt 4703
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. USAID 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
E:\FR\FM\26APN1.SGM
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32392
Federal Register / Vol. 89, No. 82 / Friday, April 26, 2024 / Notices
Federal programs to the customers they
serve.
they also will become a matter of public
record.
Method of Collection
Dated: April 24, 2024.
Allana Welch,
Senior Advisor & Digital Strategy Lead,
USAID IPI/ITR/T.
USAID will collect this information
by electronic means when possible, as
well as by mail, fax, telephone,
technical discussions, and in-person
interviews. USAID may also utilize
observational techniques to collect this
information.
Data
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:
1,000,775.
Estimated Time per Response: Varied,
dependent upon the data collection
method used. The possible response
time to complete a questionnaire or
survey may be 3 minutes or up to 1.5
hours to participate in an interview.
Estimated Total Annual Burden
Hours: 50,563.
Estimated Total Annual Cost to
Public: $0.
C. Public Comments
ddrumheller on DSK120RN23PROD with NOTICES1
DEPARTMENT OF AGRICULTURE
[Doc. No. AMS–TM–24–0001]
B. Annual Reporting Burden
USAID invites comments on: (a)
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;
(b) the accuracy of the agency’s estimate
of the burden (including hours and cost)
of the proposed collection of
information; (c) ways to enhance the
quality, utility, and clarity of the
information to be collected; and (d)
ways to minimize the burden of the
collection of information on
respondents, including through the use
of automated collection techniques or
other forms of information technology.
Comments submitted in response to this
notice will be summarized and/or
included in the request for OMB
approval of this information collection;
20:31 Apr 25, 2024
BILLING CODE 6116–01–P
Agricultural Marketing Service
Form Number(s): None.
Type of Review: Renewal.
VerDate Sep<11>2014
[FR Doc. 2024–09163 Filed 4–25–24; 8:45 am]
Jkt 262001
Notice of Availability of the Final
Programmatic Environmental
Assessment and Finding of No
Significant Impact for AMS Resilient
Food Systems Infrastructure Program
Agricultural Marketing Service,
USDA.
ACTION: Notice of availability.
AGENCY:
The Agricultural Marketing
Service (AMS) announces the
availability of the Final Programmatic
Environmental Assessment (PEA) and
Finding of No Significant Impact
(FONSI) for the Resilient Food Systems
Infrastructure (RFSI) Program.
FOR FURTHER INFORMATION CONTACT: Lara
Shockey, Natural Resource Specialist,
Transportation and Marketing Program;
Telephone: (304) 373–5875; Email:
lara.s.shockey@usda.gov.
SUPPLEMENTARY INFORMATION:
SUMMARY:
Background
The final PEA and FONSI analyze and
disclose the potential environmental
impacts associated with the
establishment of the Resilient Food
Systems Infrastructure (RFSI) Program.
The United States Department of
Agriculture (USDA) Agricultural
Marketing Service (AMS) has proposed
to fund cooperative agreements to
coordinate initiatives for non-meat and
poultry food products in the middle of
the supply chain. Funds will support
expanded capacity for the aggregation,
processing, manufacturing, storing,
transporting, wholesaling, and
distribution of locally and regionally
produced food products, including
specialty crops, dairy, grains for human
consumption, aquaculture, and other
food products, excluding meat and
poultry.
States will make subawards to
support local and regional food and
farm businesses and other entities.
States will also provide supply chain
and market development services.
Through these efforts, the RFSI program
aims to enhance market access for small
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and mid-size producers and food
businesses, contributing to a more
resilient and sustainable food system.
The RFSI Program is authorized by
section 1001 (b)(4) of the American
Rescue Plan Act (ARPA) (Pub. L. 117–
2), which funds ‘‘loans and grants and
other assistance to maintain and
improve food and agricultural supply
chain resiliency’’. Recipients of funding
from this proposed program would be
allowed 48 months to complete work
funded by the awards.
The environmental impacts of
funding projects to expand capacity for
the aggregation, processing,
manufacturing, storing, transporting,
wholesaling, and distribution of locally
and regionally produced, non-meat and
poultry food products and provide
supply chain and market development
services have been considered in a
manner consistent with the provisions
of the National Environmental Policy
Act (NEPA) of 1969, Public Law 91–190,
42 U.S.C. 4321–4347, as amended.
A final PEA and FONSI have been
prepared, and based on this analysis,
AMS has determined there will not be
a significant impact to the human
environment. As a result, an
Environmental Impact Statement (EIS)
has not been initiated (40 CFR 1501.6).
AMS intends for this PEA to create
efficiencies by establishing a framework
that can be used for ‘‘tiering,’’ where
appropriate, to project-specific actions
that require additional analysis. As
decisions on specific applications are
made, to the extent additional NEPA
analysis is required, environmental
review will be conducted to supplement
the analysis set forth in this PEA.
The final PEA and FONSI are
available for review online at the
program website: https://
www.ams.usda.gov/services/grants/rfsi.
Comments
AMS published a Draft PEA for public
comment on February 12, 2024. The
public comment period ended on March
13, 2024. No comments were received
during the public comment period.
Melissa Bailey,
Associate Administrator, Agricultural
Marketing Service.
[FR Doc. 2024–08971 Filed 4–25–24; 8:45 am]
BILLING CODE 3410–02–P
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Agencies
[Federal Register Volume 89, Number 82 (Friday, April 26, 2024)]
[Notices]
[Pages 32391-32392]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-09163]
========================================================================
Notices
Federal Register
________________________________________________________________________
This section of the FEDERAL REGISTER contains documents other than rules
or proposed rules that are applicable to the public. Notices of hearings
and investigations, committee meetings, agency decisions and rulings,
delegations of authority, filing of petitions and applications and agency
statements of organization and functions are examples of documents
appearing in this section.
========================================================================
Federal Register / Vol. 89, No. 82 / Friday, April 26, 2024 /
Notices
[[Page 32391]]
AGENCY FOR INTERNATIONAL DEVELOPMENT
[OMB Control No. 0412-0609]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: U.S. Agency for International Development
ACTION: Notice; request for comment.
-----------------------------------------------------------------------
SUMMARY: The U.S. Agency for International Development (USAID) 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 a renewal collection proposed
by the Agency.
DATES: All comments should be submitted within 30 calendar days from
the date of this publication.
ADDRESSES: Submit comments identified by Information Collection 0412-
0609, 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.
E-Mail: ATTN: Allana Welch/IC 0412-0609, A-11 Section 280
Improving Customer Experience, [email protected]
Instructions: Please submit comments only and cite Information
Collection 0412-0609, 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).
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.
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Allana Welch via email to [email protected] or by
phone to 202-712-4264.
SUPPLEMENTARY INFORMATION:
A. Purpose
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. USAID published a 60-day notice for this proposed
information collection on February 21, 2024 (89 FR 13033). OMB
regulations also require Federal Agencies to submit a notice to the
Federal Register informing the public of its intent to seek OMB
approval for an information collection. 5 CFR 1320.10(a). To comply
with this requirement, USAIDis publishing notice of the proposed
collection of information set forth in this document.
Whether seeking a loan, Social Security benefits, veteran's
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. USAID 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
[[Page 32392]]
Federal programs to the customers they serve.
Method of Collection
USAID will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. USAID may also utilize observational
techniques to collect this information.
Data
Form Number(s): None.
Type of Review: Renewal.
B. Annual Reporting Burden
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: 1,000,775.
Estimated Time per Response: Varied, dependent upon the data
collection method used. The possible response time to complete a
questionnaire or survey may be 3 minutes or up to 1.5 hours to
participate in an interview.
Estimated Total Annual Burden Hours: 50,563.
Estimated Total Annual Cost to Public: $0.
C. Public Comments
USAID invites comments on: (a) 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; (b) the accuracy of the agency's estimate of the burden
(including hours and cost) of the proposed collection of information;
(c) ways to enhance the quality, utility, and clarity of the
information to be collected; and (d) ways to minimize the burden of the
collection of information on respondents, including through the use of
automated collection techniques or other forms of information
technology. Comments submitted in response to this notice will be
summarized and/or included in the request for OMB approval of this
information collection; they also will become a matter of public
record.
Dated: April 24, 2024.
Allana Welch,
Senior Advisor & Digital Strategy Lead, USAID IPI/ITR/T.
[FR Doc. 2024-09163 Filed 4-25-24; 8:45 am]
BILLING CODE 6116-01-P