Agency Information Collection Activities; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
| Published date | 05 August 2020 |
| Record Number | 2020-16984 |
| Section | Notices |
| Court | Commerce Department |
Federal Register, Volume 85 Issue 151 (Wednesday, August 5, 2020)
[Federal Register Volume 85, Number 151 (Wednesday, August 5, 2020)]
[Notices]
[Pages 47341-47342]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-16984]
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DEPARTMENT OF COMMERCE
Agency Information Collection Activities; Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Department of Commerce.
ACTION: Notice; request for comment.
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SUMMARY: The Department of Commerce (DOC) will have under OMB review
the following proposed Information Collection Request ``Improving
Customer Experience (OMB Circular A-11, Section 280 Implementation)''
for approval under the Paperwork Reduction Act (PRA), on or after the
date of publication of this notice. We invite the general public and
other Federal agencies to comment on proposed, and continuing
information collections, which helps us assess the impact of our
information collection requirements and minimize the public's reporting
burden. Public comments for this proposed collection were previously
requested via the Federal Register on June 1, 2020 (85 FR 33085) during
a 60-day comment period. This notice allows for an additional 30 days
for public comments.
Agency: Department of Commerce (DOC).
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
OMB Control Number: 0690-NEW.
Form Number(s): None.
Type of Request: Regular submission. New collection.
Estimated Number of Respondents: 752,925.
Estimated Time per Response: Varied, dependent upon the activity or
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 or focus group.
Estimated Total Annual Burden Hours: 55,471.
Needs and Uses: 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.
This proposed information collection activity provides a means to
garner customer and stakeholder feedback in an efficient, timely manner
in accordance with the Administration's commitment to improving
customer service delivery as discussed in Section 280 of OMB Circular
A-11 at https://www.performance.gov/cx/a11-280.pdf. As discussed in OMB
guidance, agencies should identify their highest-impact customer
journeys (using customer volume, annual program cost, and/or knowledge
of customer priority as weighting factors) and select touchpoints/
transactions within those journeys to collect feedback.
These results will be used to improve the delivery of Federal
services and programs. It will also provide government-wide data on
customer experience that can be displayed on www.performance.gov to
help build transparency and accountability of Federal programs to the
customers they serve.
As a general matter, these information collections will not result
in any new system of records containing privacy information and will
not ask questions of a sensitive nature, such as sexual behavior and
attitudes, religious beliefs, and other matters that are commonly
considered private.
DOC will only submit collections if they meet the following
criteria.
The collections are voluntary.
The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per respondent)
and are low-cost for both the respondents and the Federal Government.
The collections are non-controversial and do not raise
issues of concern to other Federal agencies.
Any collection is 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.
Personally Identifiable Information (PII) is collected
only to the extent necessary and is not retained.
Information gathered is intended to be used for general
service improvement and program management purposes
Upon agreement between OMB and the agency all or a subset
of information may be released as part of A-11, Section 280
requirements only on performance.gov. Summaries of customer research
and user testing activities may be included in public-facing customer
journey maps or summaries.
Additional release of data must be done coordinated with
OMB.
These collections will allow for ongoing, collaborative, and
actionable communications between the Agency, its customers and
stakeholders, and OMB as it monitors agency compliance on Section 280.
These responses will inform efforts to improve or maintain the quality
of service offered to the public. If this information is not collected,
vital feedback from customers and stakeholders on services will be
unavailable.
Affected Public: Individuals or households; State, Local, or Tribal
government.
Frequency: On Occasion; Annually.
Respondent's Obligation: Voluntary. Average Number of Respondents
per Activity: 1 response per respondent per
activity.
Average Expected Annual Number of Activities: Approximately five
types of customer experience activities such as feedback surveys, focus
groups, user testing, and interviews.
This information collection request may be viewed at
www.reginfo.gov. Follow the instructions to view the Department of
Commerce collections currently under review by OMB.
Comments submitted in response to this notice will be summarized
and/or included in the request for OMB approval. Comments are invited
on: (a) Whether the collection of information is necessary for the
proper performance of the functions of the agency, including whether
the information shall have practical utility; (b) the accuracy of the
agency's estimate of the burden of the collection of information; (c)
ways to enhance the quality, utility, and clarity of the information to
be collected; (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; and (e)
estimates of capital or start-up costs and costs of operation,
maintenance, and purchase of services to provide information.
[[Page 47342]]
Burden means the total time, effort, or financial resources
expended by persons to generate, maintain, retain, disclose, or provide
information to or for a Federal agency. This includes the time needed
to review instructions; to develop, acquire, install and utilize
technology and systems for the purpose of collecting, validating and
verifying information, processing and maintaining information, and
disclosing and providing information; to train personnel and to be able
to respond to a collection of information, to search data sources, to
complete and review the collection of information; and to transmit or
otherwise disclose the information.
Written comments and recommendations for the proposed information
collection should be submitted within 30 days of the publication of
this notice on the following website 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 and entering either the title of the collection.
Sheleen Dumas,
Department PRA Clearance Officer, Office of the Chief Information
Officer, Commerce Department.
[FR Doc. 2020-16984 Filed 8-4-20; 8:45 am]
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