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

Published date26 January 2021
Citation86 FR 7164
Record Number2021-01595
CourtSmall Business Administration
Federal Register / Vol. 86, No. 15 / Tuesday, January 26, 2021 / Notices
Additionally, when a FICC member fails to
meet its settlement obligations, the member incurs
FICC’s fails charge, which could further impact the
member’s liquidity. See Section 14, Rule 11—
Netting System, supra note 5.
17 CFR 240.17Ad–22(e)(21).
15 U.S.C. 78q–1.
15 U.S.C. 78s(b)(2).
In approving the Proposed Rule Change, the
Commission considered the proposals’ impact on
efficiency, competition, and capital formation. 15
U.S.C. 78c(f).
17 CFR 200.30–3(a)(12).
As discussed above in Section I.B, the
proposed Same-Day Settling Service
would eliminate bilateral settlements
between the parties to the Start Leg of
a DVP repo and allow FICC to settle
both the Start and End Legs of a DVP
Repo. In that regard, the proposed
Same-Day Settling Service represents a
more efficient and effective settlement
process than FICC’s current process,
which generally includes bilateral
settlement of the Start Leg. FICC
designed the Same-Day Settling Service
in response to requests from its
members, to mitigate the operational
risk that can result in settlement fails.
As discussed above, if not contained,
settlement fails can spread to other
market participants and undermine the
liquidity of a well-functioning market.
In contrast, reducing the occurrence of
settlement fails (and their resultant
effects) would strengthen broader
market liquidity. Therefore, by reducing
the risk of settlement fails, the proposal
would benefit FICC’s members when it
results in transactions that settle on time
that might have otherwise failed, with
lower overall transaction costs.
Accordingly, the Commission believes
that adopting the proposed Same-Day
Settling Service would be consistent
with Rule 17Ad–22(e)(21)
because the
proposal would broaden the scope of
the DVP Service to include the Start Leg
of same-day starting repos in a manner
designed to be efficient and effective in
reducing settlement fails to the benefit
of FICC’s members and the broader DVP
repo market.
Moreover, as discussed above in
Section I.C, the proposed Pair-Off
Service would enable participating
members to settle their offsetting failed
securities settlement obligations each
day, shortly after the Fedwire closes.
Under FICC’s current process, such
failed obligations go through the
evening netting system, with settlement
rescheduled for the following business
day. The proposed Pair-Off Service
represents a more efficient process for
resolving failed settlement obligations
because settlement would occur on the
day the obligations arise, rather than
continuing as settlement fails to the next
business day. As discussed above, failed
obligations that remain unsettled
overnight present market risk exposure
to both FICC and the parties to such
trades. By enabling earlier settlement of
a member’s offsetting obligations, the
proposed Pair-Off Service could reduce
such overnight market risk.
Accordingly, the Commission believes
that adopting the proposed Pair-Off
Service would be consistent with Rule
because the proposal
would enable the earlier settlement of a
member’s offsetting failed obligations in
a manner designed to be efficient and
effective in reducing overnight market
risk to the benefit of FICC’s members.
III. Conclusion
On the basis of the foregoing, the
Commission finds that the Proposed
Rule Change is consistent with the
requirements of the Act and in
particular with the requirements of
Section 17A of the Act
and the rules
and regulations promulgated
It is therefore ordered, pursuant to
Section 19(b)(2) of the Act
Proposed Rule Change SR–FICC–2020–
015, be, and hereby is, Approved.
For the Commission, by the Division of
Trading and Markets, pursuant to delegated
J. Matthew DeLesDernier,
Assistant Secretary.
[FR Doc. 2021–01587 Filed 1–25–21; 8:45 am]
Information Collection; Improving
Customer Experience (OMB Circular
A–11, Section 280 Implementation)
: U.S. Small Business
: Notice; request for comment.
: The Small Business
Administration has submitted the
following information collection:
Improving Customer Experience (OMB
Circular A–11, Section 280
Implementation), to the Office of
Management and Budget (OMB) for
approval under the Paperwork
Reduction Act (PRA).
: Submit comments on or before:
February 25, 2021.
: Submit comments by the
deadline stated in the
above to:
PRAMain. Find this particular
information collection by selecting
‘‘Currently under Review—Open for
Public Comments’’ and searching for
this information collection by title or
OMB Control Number 3245–0404; and
Amber Chaudhry, Customer
Experience Lead, amber.chaudhry@; 202 657 9722.
Submit requests for additional
information, including requests for
copies of the collection instrument and
supporting documents to Amber
Chaudhry, Customer Experience Lead,; 202-657-
9722, or Curtis B. Rich, Management
Analyst,; 202–205–
Title: Improving Customer Experience
(OMB Circular A–11, Section 280
OMB Control Number: 3245–0404.
Abstract: 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://
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 to help build
transparency and accountability of
Federal programs to the customers they
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
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Federal Register / Vol. 86, No. 15 / Tuesday, January 26, 2021 / Notices
considered private. The Small Business
Administration will only submit
collections if they meet the following
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
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 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 coordinated with OMB.
These collections will allow for
ongoing, collaborative and actionable
communications between the Agency,
its customers, 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
Type of Review: Extension.
Affected Public: Individuals and
Households, Businesses and
Organizations, State, Local or Tribal
Estimated Number of Respondents:
Below is a preliminary estimate of the
aggregate burden hours for this
information collection.
Average Expected Annual Number of
Activities: Approximately five types of
customer experience activities such as
feedback surveys, focus groups, user
testing, and interviews.
Average Number of Respondents per
Activity: 1 response per respondent per
Annual Responses: 501,550.
Average Minutes per Response: 5
minutes–120 minutes, dependent upon
Burden Hours: Small Business
Administration requests approximately
251,125 burden hours.
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
Request for Comments: 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.
Curtis Rich,
Management Analyst.
[FR Doc. 2021–01595 Filed 1–25–21; 8:45 am]
Federal Aviation Administration
[Docket No. FAA–2020–1056]
Agency Information Collection
Activities: Requests for Comments;
Clearance of a New Approval of
Information Collection: Unmanned
Aircraft Systems (UAS) Market Survey
: Federal Aviation
Administration (FAA), DOT.
: Notice and request for
: In accordance with the
Paperwork Reduction Act of 1995, FAA
invites public comments about our
intention to request the Office of
Management and Budget (OMB)
approval for a new information
collection. The Federal Register Notice
with a 60-day comment period soliciting
comments on the following collection of
information was published on
November 17, 2020. The collection
involves an electronic distribution of a
survey to gather information on current
practices for pilots of unmanned aircraft
systems (UAS). The target information
to be gathered is the common fatigue-
related practices, and the minimum
knowledge, skills, abilities (KSAs),
testing, and staffing procedures required
for operating UAS. The information to
be collected will be used to inform
future rulemaking and the development
of supporting guidance. The information
is necessary because the existing
regulatory framework, to include the
certification of airmen, was not
designed with remote pilots in mind. To
broadly integrate UAS and remote pilots
into the National Airspace System,
further rulemaking will be required to
address remote pilot certification for air
carrier operations and flight and duty
time periods applicable to remote pilot
air carrier operations.
: Written comments should be
submitted by February 25, 2021.
: Please send written
By Electronic Docket: https:// (Enter docket
number into search field).
By mail: Kevin Williams, Ph.D., Bldg.
13, Rm. 250D, 6500 S MacArthur Blvd.,
Oklahoma City, OK 73125.
By fax: (405) 954–4852.
Ashley Awwad by email at:; phone: (816)
Public Comments Invited: You are
asked to comment on any aspect of this
information collection, including: (a)
Whether the proposed collection of
information is necessary for FAA’s
performance; (b) the accuracy of the
estimated burden; (c) ways for FAA to
enhance the quality, utility and clarity
of the information collection; and (d)
ways that the burden could be
minimized without reducing the quality
of the collected information.
OMB Control Number: 2120–XXXX.
Title: Unmanned Aircraft Systems
(UAS) Market Survey.
Form Numbers: There are no forms
associated with this collection.
Type of Review: New information
Background: The FAA published a
Notice in the Federal Register on
November 17, 2020, seeking comment
for a period of 60-days on its intent to
conduct a UAS market survey that
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