60-Day Notice of Proposed Information Collection: OMB Circular A-11 Section 280 Customer Experience Clearance; OMB Control No.: 2511-0001, 43423-43424 [2024-10875]

Agencies

• DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Federal Register Volume 89, Number 97 (Friday, May 17, 2024)]
[Notices]
[Pages 43423-43424]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-10875]


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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-7081-N-01]


60-Day Notice of Proposed Information Collection: OMB Circular A-
11 Section 280 Customer Experience Clearance; OMB Control No.: 2511-
0001

AGENCY: Office of the Chief Financial Officer, HUD.

ACTION: Notice.

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SUMMARY: HUD is seeking approval from the Office of Management and 
Budget (OMB) for the information collection described below. In 
accordance with the Paperwork Reduction Act, HUD is requesting comment 
from all interested parties on the proposed collection of information. 
The purpose of this notice is to allow for 60 days of public comment.

DATES: Comments Due Date: July 16, 2024.

ADDRESSES: Interested persons are invited to submit comments regarding 
this proposal.
    Written comments and recommendations for the proposed information 
collection can 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 Comments'' or by using the search function. Interested persons 
are also invited to submit comments regarding this proposal by name 
and/or OMB Control Number and should be sent to: Colette Pollard, 
Reports Management Officer, REE, Department of Housing and Urban 
Development, 451 7th Street SW, Room 8210, Washington, DC 20410; 
telephone (202) 402-3577 (this is not a toll-free number) or email: 
[email protected].

FOR FURTHER INFORMATION CONTACT: Colette Pollard, Reports Management 
Officer, REE, Department of Housing and Urban Development, 451 7th 
Street, SW, Washington, DC 20410; email Colette Pollard at 
[email protected] or telephone (202) 402-3400. This is not a 
toll-free number. HUD welcomes and is prepared to receive calls from 
individuals who are deaf or hard of hearing, as well as individuals 
with speech or communication disabilities. To learn more about how to 
make an accessible telephone call, please visit: https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs.
    Copies of available documents submitted to OMB may be obtained from 
Ms. Pollard.

SUPPLEMENTARY INFORMATION: This notice informs the public that HUD is 
seeking approval from OMB for the information collection described in 
Section A.

A. Overview of Information Collection

    Title of Information Collection: Renewal of OMB Circular A-11 
Section 280 Customer Experience Clearance.
    OMB Approval Number: 2511-0001.
    OMB Expiration Date: 09/30/2024.
    Type of Request: Extension of an existing collection.
    Form Number: None.
    Description of the need for the information and proposed use: 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

[[Page 43424]]

information, before submitting the collection to OMB for approval. To 
comply with this requirement, HUD 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. HUD 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.
    Respondents: 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: 1,500,000.
    Estimated Number of Responses: 1,500,000.
    Frequency of Response: One time per collection.
    Average Hours 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 2 hours to 
participate in an interview.
    Estimated Burden: 75,000.

B. Solicitation of Public Comment

    This notice is soliciting comments from members of the public and 
affected parties concerning the collection of information described in 
Section A on the following:
    (1) 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; (2) The accuracy 
of the agency's estimate of the burden 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 those who are to respond; including 
through the use of appropriate automated collection techniques or other 
forms of information technology, e.g., permitting electronic submission 
of responses. HUD encourages interested parties to submit comment in 
response to these questions.

C. Authority

    Section 3507 of the Paperwork Reduction Act of 1995, 44 U.S.C. 
chapter 35.

Joseph Carter,
Customer Experience Strategist, Office of the Chief Financial Officer.
[FR Doc. 2024-10875 Filed 5-16-24; 8:45 am]
BILLING CODE 4210-67-P