[Federal Register Volume 85, Number 112 (Wednesday, June 10, 2020)]
[Notices]
[Pages 35424-35425]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-12560]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-XXXX; Docket No. 2020-0001; Sequence No. 3]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: General Services Administration.
ACTION: Notice; request for comment.
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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 a new 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 new collection proposed by the
Agency.
DATES: Submit comments on or before: August 10, 2020.
ADDRESSES: Submit comments identified by Information Collection 3090-
XXXX, 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 3090-XXXX, 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 Camille Tucker, U.S. General Services
Administration, 1800 F Street NW, Washington, DC 20405, via phone at
202-603-2666, 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
[[Page 35425]]
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.
Data
Form Number(s): None.
Type of Review: New.
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.
Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2020-12560 Filed 6-9-20; 8:45 am]
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