[Federal Register Volume 84, Number 212 (Friday, November 1, 2019)]
[Notices]
[Page 58831]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2019-23850]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-New]


Agency Information Collection Activity Under OMB Review: 
Clearance for A-11 Section 280 Improving Customer Experience 
Information Collection

AGENCY: Veterans Experience Office, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995, 
this notice announces that the Veterans Experience Office, Department 
of Veterans Affairs, will submit the collection of information 
abstracted below to the Office of Management and Budget (OMB) for 
review and comment. The PRA submission describes the nature of the 
information collection and its expected cost and burden and it includes 
the actual data collection instrument.

DATES: Comments must be submitted on or before December 2, 2019.

ADDRESSES: Submit written comments on the collection of information 
through www.Regulations.gov, or to Office of Information and Regulatory 
Affairs, Office of Management and Budget, Attn: VA Desk Officer; 725 
17th St. NW, Washington, DC 20503 or sent through electronic mail to 
[email protected]. Please refer to ``Clearance for A-11 
Section 280 Improving Customer Experience Information Collection'' in 
any correspondence.

FOR FURTHER INFORMATION CONTACT: Danny S. Green, Enterprise Records 
Service (005R1B), Department of Veterans Affairs, 810 Vermont Avenue 
NW, Washington, DC 20420, (202) 421-1354 or email [email protected]. 
Please refer to ``Clearance for A-11 Section 280 Improving Customer 
Experience Information Collection'' in any correspondence.

SUPPLEMENTARY INFORMATION: 
    Authority: OMB Circular A-11 (2018), Section 280.
    Title: Clearance for A-11 Section 280 Improving Customer Experience 
Information Collection.
    OMB Control Number: 2900-New.
    Type of Review: New collection.
    Abstract: 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. Veterans Experience Office will limit its 
inquiries to data collections that solicit strictly voluntary opinions 
or responses. Steps will be taken to ensure anonymity of respondents in 
each activity covered by this request.
    The results of the data collected will be used to improve the 
delivery of 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. Veterans Experience Office 
will collect this information by electronic means when possible, as 
well as by mail, fax, telephone, technical discussions, and in-person 
interviews. Veterans Experience Office may also utilize observational 
techniques to collect this information.
    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.
    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 OMB control number. The Federal Register Notice with a 
60-day comment period soliciting comments on this collection of 
information was published at 84 FR 149 on August 2, 2019, pages 37953 
and 37954. No comments on this data collection request were submitted 
by the public.
    Affected Public: Individuals or Households.
    Estimated Annual Burden: 625,000.
    Estimated Average Burden per Respondent: Varied, dependent upon the 
data collection method used. The possible response time to complete a 
questionnaire or survey may be 2 minutes or up to 2 hours to 
participate in an interview.
    Frequency of Response: Varied, dependent upon the data collection 
method used.
    Estimated Number of Respondents: 2,500,000.

    By direction of the Secretary.
Danny S. Green,
Interim VA Clearance Officer, Office of Quality, Performance and Risk, 
Department of Veterans Affairs.
[FR Doc. 2019-23850 Filed 10-31-19; 8:45 am]
BILLING CODE 8320-01-P