Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 32391-32392 [2024-09163]

Download as PDF 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 PO 00000 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 26APN1 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 PO 00000 Frm 00002 Fmt 4703 Sfmt 9990 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 E:\FR\FM\26APN1.SGM 26APN1

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
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