[Federal Register Volume 85, Number 175 (Wednesday, September 9, 2020)]
[Notices]
[Page 55734]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-19919]


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SMALL BUSINESS ADMINISTRATION


Data Collection Available for Public Comments

ACTION: 60-Day notice and request for comments.

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SUMMARY: The Small Business Administration (SBA) intends to request 
approval, from the Office of Management and Budget (OMB) for the 
collection of information described below. The Paperwork Reduction Act 
(PRA) of 1995 requires federal agencies to publish a notice in the 
Federal Register concerning each proposed collection of information 
before submission to OMB, and to allow 60 days for public comment in 
response to the notice. This notice complies with that requirement.

DATES: Submit comments on or before November 9, 2020.

ADDRESSES: Send all comments to Amber Chaudhry, Customer Experience 
Lead, Business Technology Solutions Division, Office of the Chief 
Information Officer Small Business Administration, 409 3rd Street, 4th 
Floor, Washington, DC 20416.

FOR FURTHER INFORMATION CONTACT: Amber Chaudhry, Customer Experience 
Lead, [email protected], 202-657-9722 or Curtis B. Rich, 
Management Analyst, 202-205-7030, [email protected].

SUPPLEMENTARY INFORMATION: 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 Section 280 of OMB Circular A-11 at https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
    The U.S. Small Business Administration will collect, analyze, and 
interpret information gathered through this generic clearance to 
identify services' accessibility, navigation, and use by customers, and 
make improvements in service delivery based on customer insights 
gathered through developing an understanding of the customer experience 
interacting with Government.
    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.
    SBA 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.

Solicitation of Public Comments

    SBA is requesting comments on (a) Whether the collection of 
information is necessary for the agency to properly perform its 
functions; (b) whether the burden estimates are accurate; (c) whether 
there are ways to minimize the burden, including through the use of 
automated techniques or other forms of information technology; and (d) 
whether there are ways to enhance the quality, utility, and clarity of 
the information.

Summary of Information Collection

    Title: Generic Clearance for SBA Customer Experience Data 
Collections.
    Description of Respondents: Generic Customer Base.
    Form Number: N/A.
    Total Estimated Annual Responses: 501,550.
    Total Estimated Annual Hour Burden: 251,125.

Curtis Rich,
Management Analyst.
[FR Doc. 2020-19919 Filed 9-8-20; 8:45 am]
BILLING CODE 8026-03-P