Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation), 101603-101604 [2024-29580]

Download as PDF Federal Register / Vol. 89, No. 241 / Monday, December 16, 2024 / Notices ACTION: Notice of availability. Notice is hereby given that the Environmental Protection Agency (EPA) has posted on its website a final guidance document titled, ‘‘Final Guidance on the Preparation of State Implementation Plan Provisions that Address the Nonattainment Area Contingency Measure Requirements for Ozone and Particulate Matter.’’ FOR FURTHER INFORMATION CONTACT: For general questions concerning this final guidance document, please contact Michael Ling, U.S. EPA, Office of Air Quality Planning and Standards, Air Quality Policy Division, C539–04, Research Triangle Park, NC 27711, telephone (919) 541–4729, email at ling.michael@epa.gov. SUPPLEMENTARY INFORMATION: SUMMARY: I. General Information How can I get copies of this guidance document and other related information? Docket: The EPA has established a docket for this action under Docket ID No. EPA–HQ–OAR–2023–0063. All documents in the docket are listed on the https://www.regulations.gov website. Although listed in the index, some information may not be publicly available, e.g., Confidential Business Information or other information whose disclosure is restricted by statute. Certain other material, such as copyrighted material, is not placed on the internet and will be publicly available only in hard copy. Publicly available docket materials are available electronically through https:// www.regulations.gov. Agency Web Site: The EPA has a website to house the final guidance at: https://www.epa.gov/air-qualityimplementation-plans/finalcontingency-measures-guidance. This website includes the final guidance document, and a link to the previous website for the public comment process on the draft guidance. lotter on DSK11XQN23PROD with NOTICES1 The purpose of the guidance is to assist air agencies that are required to prepare nonattainment plan State implementation plan submissions for the ozone or particulate matter National Ambient Air Quality Standard under Part D of Title I of the Clean Air Act (CAA). Specifically, the guidance focuses on the statutory requirement for those plans to include contingency measures (CMs), which are control requirements that would take effect if the EPA determines that a State has 17:41 Dec 13, 2024 Jkt 265001 Scott Mathias, Director, Air Quality Planning Division. [FR Doc. 2024–29468 Filed 12–13–24; 8:45 am] BILLING CODE 6560–50–P FEDERAL FINANCIAL INSTITUTIONS EXAMINATION COUNCIL [Docket No. AS24–29] What is the purpose of the EPA’s guidance? VerDate Sep<11>2014 failed to attain by an applicable attainment date or failed to meet reasonable further progress related requirements. These CM requirements are specified in CAA section 172(c)(9) for nonattainment areas generally, and in CAA section 182(c)(9) for ozone nonattainment areas classified Serious and higher. The guidance document provides a broad overview of CM requirements and prior EPA guidance (contained in section 2 of the CM guidance), much of which is unaffected by the updated guidance. The document focuses primarily on three aspects of CM guidance that the EPA is revising or updating. Specifically, the revised CM guidance: (1) recommends changes to the methodology for determining the amount of reductions that CMs should provide (described in section 3 of the of the CM guidance); (2) recommends an approach for developing an infeasibility justification for an air agency to use if it cannot identify feasible CMs in a sufficient quantity to produce the recommended amount of CM emission reductions (described in section 4 of the CM guidance); and (3) recommends changes to the time period within which reductions from CMs should occur following a triggering event (described in section 5 of the CM guidance). The EPA accepted comments on the draft guidance from March 23, 2023, through April 24, 2023. The EPA received comments from 24 entities. All comments received by the EPA are included in the docket for this guidance. The EPA thoroughly considered the points raised in the comments in the development of this final guidance. Appraisal Subcommittee; Notice of Meeting Appraisal Subcommittee of the Federal Financial Institutions Examination Council. ACTION: Notice of special closed meeting. AGENCY: Description: In accordance with section 1104(b) of Title XI of the Financial Institutions Reform, Recovery, and Enforcement Act of 1989, codified at 12 U.S.C. 3333(b), notice is hereby given that the Appraisal Subcommittee PO 00000 Frm 00055 Fmt 4703 Sfmt 4703 101603 (ASC) met for a Special Closed Meeting on this date. Location: Virtual meeting via Teams. Date: December 4, 2024. Time: 11:03 a.m. ET. Discussion Item Personnel Matter The ASC convened a Special Closed Meeting to discuss a personnel matter pursuant to section 1104(b) of Title XI (12 U.S.C. 3333(b)). No action was taken by the ASC. Loretta Schuster, Management & Program Analyst. [FR Doc. 2024–29562 Filed 12–13–24; 8:45 am] BILLING CODE 6700–01–P GENERAL SERVICES ADMINISTRATION [OMB Control No. 3090–0325; Docket No. 2024–0001; Sequence No. 16] Information Collection; Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) General Services Administration (GSA). ACTION: Notice; request for comment. AGENCY: The General Services Administration (GSA), as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on an extension of an existing information collection. 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 an extension of a collection proposed by the Agency. DATES: Submit comments on or before February 14, 2025. ADDRESSES: Submit comments identified by Information Collection 3090–0325, Improving Customer Experience (OMB Circular A–11, Section 280 Implementation), to: 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. If your comment cannot be submitted using https:// www.regulations.gov, call or email the points of contact in the FOR FURTHER INFORMATION CONTACT section of this document for alternate instructions. Instructions: Please submit comments only and cite Information Collection SUMMARY: E:\FR\FM\16DEN1.SGM 16DEN1 101604 Federal Register / Vol. 89, No. 241 / Monday, December 16, 2024 / Notices 3090–0325, 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. FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to Nicole Bynum, at 202–501–4755, or email to nicole.bynum@gsa.gov. SUPPLEMENTARY INFORMATION: lotter on DSK11XQN23PROD with NOTICES1 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. To comply with this requirement, GSA 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 VerDate Sep<11>2014 17:41 Dec 13, 2024 Jkt 265001 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. GSA will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. 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. Method of Collection GSA will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. GSA may also utilize observational techniques to collect this information. Form Number(s): None. Type of Review: Extension. 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-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 method used. The possible response PO 00000 Frm 00056 Fmt 4703 Sfmt 4703 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. C. Public Comments GSA 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. Obtaining Copies: Requesters may obtain a copy of the information collection documents from the GSA Regulatory Secretariat Division, by calling 202–501–4755 or emailing GSARegSec@gsa.gov. Please cite OMB Control No. 3090–0325, Improving Customer Experience (OMB Circular A– 11, Section 280 Implementation). Lois Mandell, Director, Regulatory Secretariat Division, General Services Administration. [FR Doc. 2024–29580 Filed 12–13–24; 8:45 am] BILLING CODE P GENERAL SERVICES ADMINISTRATION [OMB Control No. 3090–0332; Docket No. 2024–0001; Sequence No. 13] Submission for OMB Review; Data Collection for a National Evaluation of the American Rescue Plan Office of Evaluation Sciences (OES); General Services Administration (GSA). ACTION: Notice; request for comments. AGENCY: Under the provisions of the Paperwork Reduction Act, OES is proposing new data collection activities conducted for the National Evaluation of the American Rescue Plan (ARP). The objective of this project is to provide a SUMMARY: E:\FR\FM\16DEN1.SGM 16DEN1

Agencies

General Services Administration

[Federal Register Volume 89, Number 241 (Monday, December 16, 2024)]
[Notices]
[Pages 101603-101604]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-29580]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0325; Docket No. 2024-0001; Sequence No. 16]


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

AGENCY: General Services Administration (GSA).

ACTION: Notice; request for comment.

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

SUMMARY: The General Services Administration (GSA), as part of its 
continuing effort to reduce paperwork and respondent burden, is 
announcing an opportunity for public comment on an extension of an 
existing information collection. 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 an extension of a collection proposed by 
the Agency.

DATES: Submit comments on or before February 14, 2025.

ADDRESSES: Submit comments identified by Information Collection 3090-
0325, Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation), to: 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. If your comment cannot be 
submitted using https://www.regulations.gov, call or email the points 
of contact in the FOR FURTHER INFORMATION CONTACT section of this 
document for alternate instructions.
    Instructions: Please submit comments only and cite Information 
Collection

[[Page 101604]]

3090-0325, 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.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Nicole Bynum, at 202-501-4755, or email to 
[email protected].

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. To comply with this requirement, GSA 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. GSA will limit its inquiries to data 
collections that solicit strictly voluntary opinions or responses.
    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.

Method of Collection

    GSA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. GSA may also utilize observational techniques 
to collect this information.
    Form Number(s): None.
    Type of Review: Extension.

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: 2,001,550.
    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 2 hours to 
participate in an interview.
    Estimated Total Annual Burden Hours: 101,125.
    Estimated Total Annual Cost to Public: $0.

C. Public Comments

    GSA 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.
    Obtaining Copies: Requesters may obtain a copy of the information 
collection documents from the GSA Regulatory Secretariat Division, by 
calling 202-501-4755 or emailing [email protected]. Please cite OMB 
Control No. 3090-0325, Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation).

Lois Mandell,
Director, Regulatory Secretariat Division, General Services 
Administration.
[FR Doc. 2024-29580 Filed 12-13-24; 8:45 am]
BILLING CODE P

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