[Federal Register Volume 85, Number 178 (Monday, September 14, 2020)]
[Notices]
[Pages 56638-56639]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-20108]


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NATIONAL AERONAUTICS AND SPACE ADMINISTRATION

[20-071]


Name of Information Collection: Information Collection; Improving 
Customer Experience (OMB Circular A-11, Section 280 Implementation)

AGENCY: National Aeronautics and Space Administration.

ACTION: Notice; request for comment.

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SUMMARY: The National Aeronautics and Space Administration (NASA) has 
under OMB review the following proposed Information Collection Request 
``Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation)'' for approval under the Paperwork Reduction Act (PRA).

DATES: Comments are due by 10/03/2020.

ADDRESSES: Submit comments identified by Information Collection, 
Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation), 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: R. Travis Kantz, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, Washington, DC 20546, Mail Code: JSC/HQ-
IB-20, 281-792-7885 or email [email protected].
    Instructions: Please submit comments only and cite Information 
Collection, ``Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation)'' 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 or 
copies of the information collection instrument(s) and instructions 
should be directed to Roger Kantz, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, JF0000, Washington, DC 20546 or email 
[email protected].

SUPPLEMENTARY INFORMATION: 

I. 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.performance.gov/cx/a11-280.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

[[Page 56639]]

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.
    NASA 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 only on performance.gov. Summaries of customer research 
and user testing activities may be included in public-facing customer 
journey maps or summaries.
     Additional release of data must be done coordinated 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.

II. Methods of Collection

    Electronic and optionally by paper.

III. Data

    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    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. NASA will provide 
refined estimates of burden in subsequent notices.
    Estimated Annual Number of Activities: 5.
    Average Number of Respondents per Activity: 1.
    Annual Responses: 2,001,550.
    Estimated Time per Response: 2 minutes-60 minutes, dependent upon 
activity.
    Burden Hours: 101,125 burden hours.

IV. 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.
    All written comments will be available for public inspection 
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.

Roger Kantz,
NASA PRA Clearance Officer.
[FR Doc. 2020-20108 Filed 9-11-20; 8:45 am]
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