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

• Published date: 26 January 2021
• Citation: 86 FR 7164
• Pages: 7164-7165
• FR Document: 2021-01595
• Section: Notices
• Issuer: Small Business Administration

Federal Register, Volume 86 Issue 15 (Tuesday, January 26, 2021)

[Federal Register Volume 86, Number 15 (Tuesday, January 26, 2021)]
                [Notices]
                [Pages 7164-7165]
                From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
                [FR Doc No: 2021-01595]
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                SMALL BUSINESS ADMINISTRATION
                Information Collection; Improving Customer Experience (OMB
                Circular A-11, Section 280 Implementation)
                AGENCY: U.S. Small Business Administration.
                ACTION: Notice; request for comment.
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                SUMMARY: 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).
                DATES: Submit comments on or before: February 25, 2021.
                ADDRESSES: Submit comments by the deadline stated in the DATES section
                above to:
                 www.reginfo.gov/public/do/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,
                [email protected]; 202 657 9722.
                FOR FURTHER INFORMATION CONTACT: Submit requests for additional
                information, including requests for copies of the collection instrument
                and supporting documents to Amber Chaudhry, Customer Experience Lead,
                [email protected]; 202-657-9722, or Curtis B. Rich, Management
                Analyst, [email protected]; 202-205-7030.
                SUPPLEMENTARY INFORMATION:
                 Title: Improving Customer Experience (OMB Circular A-11, Section
                280 Implementation).
                 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://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
                [[Page 7165]]
                considered private. The Small Business Administration 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 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
                unavailable.
                 Type of Review: Extension.
                 Affected Public: Individuals and Households, Businesses and
                Organizations, State, Local or Tribal Government.
                 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 activity.
                 Annual Responses: 501,550.
                 Average Minutes per Response: 5 minutes-120 minutes, dependent upon
                activity.
                 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 information.
                 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]
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