[Federal Register Volume 85, Number 166 (Wednesday, August 26, 2020)]
[Notices]
[Pages 52632-52633]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-18779]


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DEPARTMENT OF THE INTERIOR

[201D0102DM, DS6CS00000, DLSN00000.000000, DX6CS25]; OMB Control Number 
1090-NEW]


Agency Information Collection Activities; Submission to the 
Office of Management and Budget for Review and Approval; Improving 
Customer Experience (OMB Circular A-11, Section 280 Implementation)

AGENCY: Department of the Interior.

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, we, 
the Department of the Interior are proposing a new information 
collection.

DATES: Interested persons are invited to submit comments on or before 
September 25, 2020.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent within 30 days of publication of 
this notice to www.reginfo.gov/public/do/PRAMain. Find this particular 
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function. Please 
provide a copy of your comments to Jeffrey Parrillo, Departmental 
Information Collection Clearance Officer, 1849 C Street NW, Washington, 
DC 20240; or by email to [email protected]. Please reference OMB 
Control Number 1090-NEW, Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation) in the subject line of your comments.

FOR FURTHER INFORMATION CONTACT: To request additional information 
about this ICR, contact Amira Boland, Office of Government-wide Policy, 
1800 F St. NW, Washington, DC 20405, or via email to 
[email protected] or by telephone at 202-395-5222. You may also view 
the ICR at http://www.reginfo.gov/public/do/PRAMain.

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction 
Act of 1995 (PRA, 44 U.S.C. 3501 et seq.) and 5 CFR 1320.8(d)(1), we 
provide the general public and other Federal agencies with an 
opportunity to comment on new, proposed, revised, and continuing 
collections of information. This helps us assess the impact of our 
information collection requirements and minimize the public's reporting 
burden. It also helps the public understand our information collection 
requirements and provide the requested data in the desired format.
    A Federal Register notice with a 60-day public comment period 
soliciting comments on this collection of information was published on 
February 28, 2020 (85 FR 12010). No comments were received.
    As part of our continuing effort to reduce paperwork and respondent 
burdens, we are again soliciting comments from the public and other 
Federal agencies on the proposed ICR that is described below. We are 
especially interested in public comment addressing the following:
    (1) Whether or not the collection of information is necessary for 
the proper performance of the functions of the agency, including 
whether or not the information will have practical utility;
    (2) The accuracy of our estimate of the burden for this collection 
of information, including the validity of the methodology and 
assumptions used;
    (3) Ways to enhance the quality, utility, and clarity of the 
information to be collected; and
    (4) How might the agency minimize the burden of the collection of 
information on those who are to respond, including through the use of 
appropriate automated, electronic, mechanical, or other technological 
collection techniques or other forms of information technology, e.g., 
permitting electronic submission of response.
    Comments that you submit in response to this notice are a matter of 
public record. Before including your address, phone number, email 
address, or other personal identifying information in your comment, you 
should be aware that your entire comment--including your personal 
identifying information--may be made publicly available at any time. 
While you can ask us in your comment to withhold your personal 
identifying information from public review, we cannot guarantee that we 
will be able to do so.
    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

[[Page 52633]]

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.
    The Department of the Interior 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, all or a subset 
of information may be released as part of A-11, Section 280 
requirements 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 in coordination 
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.
    Title of Collection: Improving Customer Experience (OMB Circular A-
11, Section 280 Implementation).
    OMB Control Number: 1090-NEW.
    Form Number: None.
    Type of Review: New.
    Respondents/Affected Public: Individuals and Households, Businesses 
and Organizations, State, Local or Tribal Government.
    Total Estimated Number of Annual Respondents: 146,384.
    Total Estimated Number of Annual Responses: 146,384.
    Estimated Completion Time per Response: Varied, dependent upon the 
possible response time to complete a questionnaire or survey may be 3 
minutes up to 90 minutes to participate in an interview based on the 
data collection method used.
    Total Estimated Number of Annual Burden Hours: 13,876.
    Respondent's Obligation: Voluntary.
    Frequency of Collection: One time.
    Total Estimated Annual Nonhour Burden Cost: None.
    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 authority for this action is the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.).

    Signed:
Jeffrey Parrillo,
Departmental Information Collection Clearance Officer.
[FR Doc. 2020-18779 Filed 8-25-20; 8:45 am]
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