[Federal Register Volume 85, Number 53 (Wednesday, March 18, 2020)]
[Notices]
[Pages 15556-15557]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-05636]
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SOCIAL SECURITY ADMINISTRATION
[Docket No. 2020-0012; Sequence No. 1; OMB Control No. 0960-XXXX]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: Social Security Administration.
ACTION: Notice and request for comments.
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SUMMARY: As part of the Administration's commitment to improving
customer service delivery, the following proposed Information
Collection Request ``Improving Customer Experience (OMB Circular A-11,
Section 280 Implementation)'' is pending at the Social Security
Administration. The Social Security Administration will submit it to
OMB for approval under the Paperwork Reduction Act (PRA) (44 U.S.C.
3501 et. seq.) within 60 days from the date of this notice.
DATES: Submit comments on or before: May 18, 2020.
ADDRESSES: Submit comments identified by Information Collection 0960-
XXXX, Improving Customer Experience (OMB Circular A-11, Section 280
Implementation), by any of the following methods:
Federal eRulemaking portal: 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.
Mail: Social Security Administration, OLCA, 3100 West High
Rise, 6401 Security Blvd., Baltimore, MD. ATTN: Reports Clearance
Director, Improving Customer Experience (OMB Circular A-11, Section 280
Implementation).
Instructions: Please submit comments only and cite Information
Collection 0960-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 (except allow 30 days for posting of
comments submitted by mail).
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
Abstract: A modern, streamlined and responsive customer experience
means: Raising government-wide customer
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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.whitehouse.gov/wp-content/uploads/2018/06/s280.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.
Social Security 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; and
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.
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.
Current Action: New Collection of Information.
Type of Review: New.
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 new collection. Social Security
Administration will provide refined estimates of burden in subsequent
notices.
Average Expected Annual Number of Activities: Approximately
17,866,680 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: 5,955,560.
Average Minutes per Response: 12 minutes, dependent upon activity.
Note: This burden per response figure is not exact, as we will have
multiple collection modalities under this OMB Number with different
response time estimates, and we input the closest minute estimate to
complete the chart. In the Supporting documents, we will explain in
further detail the different modalities and their actual numbers.
Burden Hours: Social Security Administration requests approximately
1,142,192 burden hours.
Request for Comments: 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.
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.
All written comments will be available for public inspection at
Regulations.gov.
An agency may not conduct or sponsor, and a person is not required
to respond to, a collection of information unless it displays a
currently valid Office of Management and Budget control number.
Dated: March 13, 2020.
Naomi Sipple,
Reports Clearance Officer, Social Security Administration.
[FR Doc. 2020-05636 Filed 3-17-20; 8:45 am]
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