[Federal Register Volume 84, Number 178 (Friday, September 13, 2019)]
[Notices]
[Pages 48355-48357]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2019-19861]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-XXXX; Docket No. 2019-0001; Sequence No. 11]


Submission for OMB Review; Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11

AGENCY: General Services 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 General Services Administration (GSA), 
is coordinating the government wide development of the following 
proposed Information Collection Request ``Improving Customer 
Experience--Implementation of Section 280 of OMB Circular A-11'' for 
approval under the Paperwork Reduction Act. This notice announces GSA 
will be submitting on this collection to OMB for approval and solicits 
comments on specific aspects of the proposed information collection.

DATES: Submit comments on or before: October 15, 2019.

ADDRESSES: Submit comments identified by Information Collection 3090-
XXXX, Improving Customer Experience (A-11, Section 280), 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: General Services Administration, Regulatory 
Secretariat Division (MVCB), 1800 F Street NW, Washington, DC 20405. 
ATTN: Ms. Mandell/IC 3090-XXXX, Improving Customer Experience, A-11, 
Section 280.
    Instructions: Please submit comments only and cite Information 
Collection 3090-XXXX, Improving Customer Experience, 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).

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Amira Boland, Office of Government-wide Policy, 
1800 F ST NW, Washington, DC 20405, or via email to 
[email protected].

SUPPLEMENTARY INFORMATION:
    Title: Improving Customer Experience, (A-11, Section 280)
    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.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
    Section 280.7 established seven domains for measuring customer 
experience.
     Overall: (1) Satisfaction, (2) Confidence/Trust

[[Page 48356]]

     Service: (3) Quality
     Process: (4) Ease/Simplicity, (5) Efficiency/Speed, (6) 
Equity/Transparency
     People: (7) Employee Helpfulness
    All High Impact Service Providers listed at https://www.performance.gov/cx/HISPList.pdf are required to ask questions in 
these domains of their customers. However, all agencies are encouraged 
to conduct their customer experience measurement in line with these 
standard measures.
    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. For the purposes of this collection, Federal customer 
experience will focused on real-time transaction-level measures
    The 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.
    For reference, sample proposed questions (also available on 
www.performance.gov) are below. All are on a Likert Scale from 1 to 5 
(1=strongly disagree to 5=strongly agree) except free text questions).
[Landing Page]
    1. I am satisfied with the service I received from [Program/Service 
name].)
    2. This interaction increased my confidence in [Program/Service 
name]. OR I trust [Agency/Program/Service name] to fulfill our 
country's commitment to [relevant population].
    3. Anything you want to tell us about your scores above? (free 
text)
    4. Would you like to take two more minutes to answer five more 
questions to help us improve our services? (Y/N)
[Page 2 if respondent answered Y--programs will select what is 
applicable to them]
    5. My need was addressed.
    6. It was easy to complete what I needed to do.
    7. It took a reasonable amount of time to do what I needed to do.
    8. I was treated fairly.
    9. Employees I interacted with were helpful.
    10. Which service center did you visit today? OR ``which service 
did you call about today?''
    11. Anything else you'd like to share with us? (free text)
    A notice published in the Federal Register at 84 FR 31868, on July 
3, 2019. No comments were received. Upon OMB approval of the 
collection, GSA will submit collections on behalf of the following 
agencies for approval: Department of Agriculture, Department of 
Commerce, Department of Defense, Department of Education, Department of 
Energy, Department of Health and Human Services, Department of Homeland 
Security, Department of Housing and Urban Development, Department of 
the Interior, Department of Justice, Department of Labor, Department of 
State, United States Agency for International Development, the General 
Services Administration, Department of Transportation, Department of 
the Treasury, Department of Veterans Affairs, Environmental Protection 
Agency, National Aeronautics and Space Administration, the Consumer 
Financial Protection Bureau, National Science Foundation, Nuclear 
Regulatory Commission, the Small Business Administration, the Office of 
Personnel Management, and Social Security Administration.
    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.
    GSA 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 collecting the 
information, all or a subset of information may be released only on 
performance.gov. Release of any other data must be discussed with OMB 
before release.
    Public responses to these individual collections will provide 
insights in improving services 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. GSA will provide 
refined estimates of burden in subsequent notices.
    Average Expected Annual Number of Activities: Approximately 50 
customer feedback surveys.
    Average Number of Respondents per Activity: Range varies greatly 
depending on Federal Service.
    Annual Responses: Approximately 40,000,000.
    Average Minutes per Response: 3 minutes.
    Burden Hours: 2,000,000.
    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.

[[Page 48357]]

    All written comments will be available for public inspection on 
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: September 5, 2019.
David A. Shive,
Chief Information Officer.
[FR Doc. 2019-19861 Filed 9-12-19; 8:45 am]
 BILLING CODE 6820-34-P