[Federal Register Volume 85, Number 126 (Tuesday, June 30, 2020)]
[Notices]
[Pages 39178-39179]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-14070]


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DEPARTMENT OF DEFENSE

Office of the Secretary

[Docket ID: DoD-2020-OS-0062]


Proposed Collection; Comment Request

AGENCY: Office of the Secretary of Defense, Department of Defense 
(DoD).

ACTION: Information collection notice.

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SUMMARY: In compliance with the Paperwork Reduction Act of 1995, the 
Office of the Secretary of Defense

[[Page 39179]]

announces a proposed public information collection and seeks public 
comment on the provisions thereof. Comments are invited on: Whether the 
proposed collection of information is necessary for the proper 
performance of the functions of the agency, including whether the 
information shall have practical utility; the accuracy of the agency's 
estimate of the burden of the proposed information collection; ways to 
enhance the quality, utility, and clarity of the information to be 
collected; and ways to minimize the burden of the information 
collection on respondents, including through the use of automated 
collection techniques or other forms of information technology.

DATES: Consideration will be given to all comments received by August 
31, 2020.

ADDRESSES: You may submit comments, identified by docket number and 
title, by any of the following methods:
    Federal eRulemaking Portal: http://www.regulations.gov. Follow the 
instructions for submitting comments.
    Mail: DoD cannot receive written comments at this time due to the 
COVID-19 pandemic. Comments should be sent electronically to the docket 
listed above.
    Instructions: All submissions received must include the agency 
name, docket number and title for this Federal Register document. The 
general policy for comments and other submissions from members of the 
public is to make these submissions available for public viewing on the 
internet at http://www.regulations.gov as they are received without 
change, including any personal identifiers or contact information.

FOR FURTHER INFORMATION CONTACT: To request more information on this 
proposed information collection or to obtain a copy of the proposal and 
associated collection instruments, please write to Ms. Angela James, 
Washington Headquarters Services, Executive Services Directorate, 
Directives Division, Office of Information Management, 4800 Mark Center 
Drive, Suite 03F09, Alexandria, VA 22311 or call 571-372-7574.

SUPPLEMENTARY INFORMATION: 
    Title; Associated Form; and OMB Number: Generic Clearance for 
Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation); OMB Control Number 0704-XXXX.
    Needs and Uses:

A. Purpose

    Whether seeking a loan, Social Security benefits, veteran's 
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. DoD 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. 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

    DoD will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. DoD may also utilize observational techniques 
to collect this information.

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.
    Affected Public: Individuals or households.
    Annual Burden Hours: 50,000.
    Number of Respondents: 300,000.
    Responses per Respondent: 1.
    Annual Responses: 300,000.
    Average Burden per Response: 10 minutes.
    Frequency On occasion.

    Dated: June 25, 2020.
Aaron T. Siegel,
Alternate OSD Federal Register, Liaison Officer, Department of Defense.
[FR Doc. 2020-14070 Filed 6-29-20; 8:45 am]
BILLING CODE 5001-06-P