[Federal Register Volume 86, Number 42 (Friday, March 5, 2021)]
[Notices]
[Pages 12900-12901]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-04482]


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 Notices
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  Federal Register / Vol. 86, No. 42 / Friday, March 5, 2021 / 
Notices  

[[Page 12900]]



AGENCY FOR INTERNATIONAL DEVELOPMENT


Information Collection Request; 30-Day Notice and Request for 
Comments

AGENCY: U.S. Agency for International Development (USAID).

ACTION: Notice; request for comments.

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SUMMARY: U.S. Agency for International Development (USAID), as part of 
its continuing effort to reduce paperwork and respondent burden, 
invites the general public and other Federal agencies to take this 
opportunity to comment on the following information collection, as 
required by the Paperwork Reduction Act of 1995. Comments are requested 
concerning whether the proposed collection of information is necessary 
for sustaining USAID-funded programming; the accuracy of USAID's 
estimate of the burden of the proposed collection of information; ways 
to enhance the quality, utility, and clarity of the information to be 
collected; and ways to minimize the burden of the collection of 
information on respondents.

DATES: All comments should be submitted within 30 calendar days from 
the date of this publication.

ADDRESSES: Interested persons are invited to submit comments regarding 
the proposed information collection to OMB (attention of the USAID Desk 
Officer);

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Melissa Taylor via email to [email protected]; 
or by phone 202-712-5307.

SUPPLEMENTARY INFORMATION: Title: Forms for reporting on contributions 
to USAID-funded activities by host country governments, non-
governmental entities and implementing partners.
    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.
    Analysis: USAID will collect this information by electronic means 
when possible, as well as by mail, fax, telephone, technical 
discussions, and in-person interviews. USAID may also utilize 
observational techniques to collect this information.
    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. USAID 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: USAID will collect this information by 
electronic means when possible, as well as by mail, fax, telephone, 
technical discussions, and in-person interviews. USAID may also utilize 
observational techniques to collect this information.
    OMB Number: Not assigned.
    Agency Form No.: N/A.
    Agency: U.S. Agency for International Development (USAID).
    Federal Register: This information was previously published in the 
Federal Register on October, 27th 2020 allowing for a 60-day public 
comment period under Document #2020-23629. USAID received no comments.
    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. For the 
purposes of this request, ``customers'' are individuals, businesses, 
and organizations that interact with a Federal Government agency or 
program, either directly or via a Federal contractor or grantee. This 
could include individuals or households; businesses or other for-profit 
organizations; not-for-profit institutions; State, local or tribal 
governments; Federal government; and Universities.
    Number of Respondents: Varied, depending on the data needed.
    Expiration Date: Three years from issuance date.
    Frequency: Varied, dependent upon the data needed.

[[Page 12901]]

    Estimated number of hours: Varied, dependent upon the data 
collection method used.

Aubra E. Anthony,
Emerging Technology Advisor, Technology Division, Development, 
Democracy, and Innovation Bureau.
[FR Doc. 2021-04482 Filed 3-4-21; 8:45 am]
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