Notice of Proposed Information Collection Requests: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 45030-45031 [2024-11235]
Download as PDF
<![CDATA[
45030
Federal Register / Vol. 89, No. 100 / Wednesday, May 22, 2024 / Notices
20024–2135. Dr. Hechtman can be
reached by telephone at 202–653–4724,
or by email at lhechtman@imls.gov.
Persons who are deaf or hard of hearing
(TTY users) can contact IMLS at 202–
207–7858 via 711 for TTY-Based
Telecommunications Relay Service.
SUPPLEMENTARY INFORMATION: IMLS is
particularly interested in public
comments that help the agency to:
• Evaluate 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;
• Evaluate the accuracy of the
agency’s estimate of the burden of the
proposed collection of information
including the validity of the
methodology and assumptions used;
• Enhance the quality, utility, and
clarity of the information to be
collected; and
• 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 submissions of responses.
I. Background
The Institute of Museum and Library
Services is the primary source of federal
support for the Nation’s libraries and
museums. We advance, support, and
empower America’s museums, libraries,
and related organizations through grant
making, research, and policy
development. To learn more, visit
www.imls.gov.
khammond on DSKJM1Z7X2PROD with NOTICES
II. Current Actions
IMLS seeks to advance an ambitious
new agency learning agenda that
includes key questions on children’s
reading literacy and the future of
museums. To carry out this agenda,
IMLS has commissioned Mathematica,
Inc. to conduct two independent studies
which will provide descriptive
information, including trends over time,
and illuminate the associations between
outcomes and characteristics of
institutions and communities. Evidence
from these studies can inform the field,
help IMLS focus and improve its
grantmaking, and inform future IMLSfunded studies.
Agency: Institute of Museum and
Library Services.
Title: Studies to Support IMLS’s
Learning Agendas for Libraries and
Museums.
OMB Control Number: 3137–NEW.
Agency Number: 3137.
VerDate Sep<11>2014
17:06 May 21, 2024
Jkt 262001
Respondents/Affected Public:
Museum staff, library staff, IMLS
awardees, library community partners.
Total Estimated Number of Annual
Respondents: 250.
Frequency of Response: Once per
request.
Average Minutes per Response: 52.6
minutes.
Total Estimated Number of Annual
Burden Hours: 219.
Cost Burden (dollars): $6,900.47.
Public Comments Invited: Comments
submitted in response to this Notice
will be summarized and/or included in
the request for OMB’s clearance of this
information collection.
Dated: May 17, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of
Museum and Library Services.
[FR Doc. 2024–11217 Filed 5–21–24; 8:45 am]
BILLING CODE 7036–01–P
NATIONAL FOUNDATION ON THE
ARTS AND THE HUMANITIES
Institute of Museum and Library
Services
Notice of Proposed Information
Collection Requests: Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
Institute of Museum and
Library Services, National Foundation
on the Arts and the Humanities.
ACTION: Notice, request for comments.
AGENCY:
The Institute of Museum and
Library Services (IMLS) as part of its
continuing effort to reduce paperwork
and respondent burden, is announcing
an opportunity for public comment on
the renewal of a 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 60 days for
public comment in response to the
notice. This Notice solicits comments
on a renewal of a collection to gather
customer and stakeholder feedback via
customer interviews, feedback surveys,
and rapid feedback user testing of
website experiences to improve
customer experience with IMLS services
of various kinds. For more information
on the types of proposed information
collection requests IMLS may make
under this clearance, contact the
individual listed below in the FOR
FURTHER INFORMATION CONTACT section of
this Notice.
SUMMARY:
PO 00000
Frm 00075
Fmt 4703
Sfmt 4703
Written comments must be
submitted to the office listed in the
addressee section below on or before
July 22, 2024.
ADDRESSES: Send comments to Julie
Balutis, Director of Grants Policy and
Management, Office of Grants Policy
and Management, Institute of Museum
and Library Services, 955 L’Enfant Plaza
North, SW, Suite 4000, Washington, DC
20024–2135. Ms. Balutis can be reached
by telephone: 202–653–4645, or by
email at jbalutis@imls.gov. Office hours
are from 8:30 a.m. to 5 p.m., E.T.,
Monday through Friday, except federal
holidays. Persons who are deaf or hard
of hearing (TTY users) can contact IMLS
at 202–207–7858 via 711 for TTY-Based
Telecommunications Relay Service.
FOR FURTHER INFORMATION CONTACT:
Requests for additional information
should be directed to Todd Rubin,
Office of Management and Budget, 725
17th St. NW, Washington, DC 20006,
202–881–6991, via email to
todd.w.rubin2@omb.eop.gov.
DATES:
I. Background
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.
II. Current Actions
IMLS is requesting renewal of an
existing collection to gather customer
feedback and improve customer
experience in alignment with OMB
Circular A–11 Section 280. 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
E:\FR\FM\22MYN1.SGM
22MYN1
khammond on DSKJM1Z7X2PROD with NOTICES
Federal Register / Vol. 89, No. 100 / Wednesday, May 22, 2024 / Notices
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. IMLS 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.
Agency: Institute of Museum and
Library Services.
Title: Improving Customer Experience
(OMB Circular A–11, Section 280
Implementation).
OMB Control Number: 3137–0130.
Agency Number: 3137.
Respondents/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 IMLS or one of its
programs, 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.
Total Estimated Number of Annual
Respondents: 5,000.
Frequency of Response: Once per
respondent per request.
Estimated Average Burden 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.
VerDate Sep<11>2014
17:06 May 21, 2024
Jkt 262001
Total Estimated Number of Annual
Burden Hours: 450.
Estimated Total Annual Cost to
Public: $0.
Public Comments Invited: IMLS is
particularly interested in public
comments that help the agency to
determine: (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’s clearance of this
information collection.
Dated: May 17, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of
Museum and Library Services.
[FR Doc. 2024–11235 Filed 5–21–24; 8:45 am]
BILLING CODE 7036–01–P
NATIONAL FOUNDATION ON THE
ARTS AND THE HUMANITIES
National Endowment for the Arts
30-Day Notice for the ‘‘ArtsHERE Grant
Program Forms’’; Proposed Collection;
Comment Request
National Endowment for the
Arts, National Foundation on the Arts
and the Humanities.
ACTION: Notice, request for comments,
collection of information.
AGENCY:
The National Endowment for
the Arts (NEA), as part of its continuing
effort to reduce paperwork and
respondent burden, conducts a
preclearance consultation program to
provide the general public and Federal
agencies with an opportunity to
comment on proposed and/or
continuing collections of information in
accordance with the Paperwork
Reduction Act of 1995. This program
helps to ensure that requested data can
be provided in the desired format,
reporting burden (time and financial
resources) is minimized, collection
instruments are clearly understood, and
the impact of collection requirements on
respondents can be properly assessed.
SUMMARY:
PO 00000
Frm 00076
Fmt 4703
Sfmt 4703
45031
Currently, the NEA is soliciting
comments concerning the proposed
collection of information for the
evaluation of the ArtsHERE grant
program. Copies of this ICR, with
applicable supporting documentation,
may be obtained by visiting
www.Reginfo.gov.
DATES: Written comments must be
submitted to the office listed in the
address section below within 30 days
from the date of this publication in the
Federal Register.
ADDRESSES: Written comments and
recommendations for the proposed
information collection should be sent
within 30 days from the date of
publication of this Notice to
www.reginfo.gov/public/do/PRAMain.
Find this particular information
collection by selecting, ‘‘National
Endowment for the Arts’’ under
‘‘Currently Under Review;’’ then check
‘‘Only Show ICR for Public Comment’’
checkbox. Once you have found this
information collection request, select
‘‘Comment,’’ and enter or upload your
comment and information.
Alternatively, comments can be sent to
the Office of Information and Regulatory
Affairs, Attn: OMB Desk Officer for the
National Endowment for the Arts, Office
of Management and Budget, Room
10235, Washington, DC 20503, or call
(202) 395–7316, within 30 days from the
date of this publication in the Federal
Register.
SUPPLEMENTARY INFORMATION: The Office
of Management and Budget (OMB) is
particularly interested in comments
which:
• Evaluate 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;
• Evaluate the accuracy of the
agency’s estimate of the burden of the
proposed collection of information
including the validity of the
methodology and assumptions used;
• Enhance the quality, utility, and
clarity of the information to be
collected; and
• 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 the electronic
submissions of responses.
Agency: National Endowment for the
Arts.
Title: ArtsHERE Grant Program Forms.
OMB Control Number: New.
E:\FR\FM\22MYN1.SGM
22MYN1
]]>Agencies
[Federal Register Volume 89, Number 100 (Wednesday, May 22, 2024)]
[Notices]
[Pages 45030-45031]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-11235]
-----------------------------------------------------------------------
NATIONAL FOUNDATION ON THE ARTS AND THE HUMANITIES
Institute of Museum and Library Services
Notice of Proposed Information Collection Requests: Improving
Customer Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Institute of Museum and Library Services, National Foundation
on the Arts and the Humanities.
ACTION: Notice, request for comments.
-----------------------------------------------------------------------
SUMMARY: The Institute of Museum and Library Services (IMLS) as part of
its continuing effort to reduce paperwork and respondent burden, is
announcing an opportunity for public comment on the renewal of a
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 60 days for public comment in response to the
notice. This Notice solicits comments on a renewal of a collection to
gather customer and stakeholder feedback via customer interviews,
feedback surveys, and rapid feedback user testing of website
experiences to improve customer experience with IMLS services of
various kinds. For more information on the types of proposed
information collection requests IMLS may make under this clearance,
contact the individual listed below in the FOR FURTHER INFORMATION
CONTACT section of this Notice.
DATES: Written comments must be submitted to the office listed in the
addressee section below on or before July 22, 2024.
ADDRESSES: Send comments to Julie Balutis, Director of Grants Policy
and Management, Office of Grants Policy and Management, Institute of
Museum and Library Services, 955 L'Enfant Plaza North, SW, Suite 4000,
Washington, DC 20024-2135. Ms. Balutis can be reached by telephone:
202-653-4645, or by email at [email protected]. Office hours are from
8:30 a.m. to 5 p.m., E.T., Monday through Friday, except federal
holidays. Persons who are deaf or hard of hearing (TTY users) can
contact IMLS at 202-207-7858 via 711 for TTY-Based Telecommunications
Relay Service.
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Todd Rubin, Office of Management and Budget, 725
17th St. NW, Washington, DC 20006, 202-881-6991, via email to
[email protected].
I. Background
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.
II. Current Actions
IMLS is requesting renewal of an existing collection to gather
customer feedback and improve customer experience in alignment with OMB
Circular A-11 Section 280. 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
[[Page 45031]]
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. IMLS 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.
Agency: Institute of Museum and Library Services.
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
OMB Control Number: 3137-0130.
Agency Number: 3137.
Respondents/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 IMLS or one of its
programs, 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.
Total Estimated Number of Annual Respondents: 5,000.
Frequency of Response: Once per respondent per request.
Estimated Average Burden 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.
Total Estimated Number of Annual Burden Hours: 450.
Estimated Total Annual Cost to Public: $0.
Public Comments Invited: IMLS is particularly interested in public
comments that help the agency to determine: (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's clearance of this
information collection.
Dated: May 17, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of Museum and Library Services.
[FR Doc. 2024-11235 Filed 5-21-24; 8:45 am]
BILLING CODE 7036-01-P
