[Federal Register Volume 85, Number 202 (Monday, October 19, 2020)]
[Notices]
[Pages 66313-66314]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-23097]


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DEPARTMENT OF DEFENSE

Office of the Secretary

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


Submission for OMB Review; Comment Request

AGENCY: Office of the Secretary of Defense, DoD.

ACTION: 30-Day information collection notice.

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SUMMARY: The Department of Defense has submitted to OMB for clearance 
the following proposal for collection of information under the 
provisions of the Paperwork Reduction Act.

DATES: Consideration will be given to all comments received by November 
18, 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.

FOR FURTHER INFORMATION CONTACT: Angela James, 571-372-7574, or [email protected].

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.
    Type of Request: New.
    Number of Respondents: 300,000.
    Responses per Respondent: 1.
    Annual Responses: 300,000.
    Average Burden per Response: 10 minutes.
    Annual Burden Hours: 50,000.
    Needs and Uses: Whether seeking a loan, Social Security benefits, 
veteran's benefits, or other services provided by the Federal 
Government, individuals and businesses expect Government

[[Page 66314]]

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. 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.
    Affected Public: Individuals or households.
    Frequency: On occasion.
    Respondent's Obligation: Voluntary.
    OMB Desk Officer: Ms. Jasmeet Seehra.
    You may also submit comments and recommendations, identified by 
Docket ID number and title, by the following method:
     Federal eRulemaking Portal: http://www.regulations.gov. 
Follow the instructions for submitting comments.
    Instructions: All submissions received must include the agency 
name, Docket ID 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.
    DOD Clearance Officer: Ms. Angela James.
    Requests for copies of the information collection proposal should 
be sent to Ms. James at [email protected].

    Dated: October 14, 2020.
Morgan E. Park,
Alternate OSD Federal Register Liaison Officer, Department of Defense.
[FR Doc. 2020-23097 Filed 10-16-20; 8:45 am]
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