[Federal Register Volume 86, Number 51 (Thursday, March 18, 2021)]
[Notices]
[Pages 14797-14798]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-05542]


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DEPARTMENT OF THE TREASURY

Bureau of the Fiscal Service


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

ACTION: Notice and request for comments.

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SUMMARY: The Department of the Treasury, 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 proposed and/or continuing information collections, as required by 
the Paperwork Reduction Act of 1995. Currently the Bureau of the Fiscal 
Service within the Department of the Treasury is soliciting comments 
concerning the new collection, Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation), proposed by the Agency.

DATES: Written comments should be received on or before May 17, 2021 to 
be assured of consideration.

ADDRESSES: Submit comments identified by Information Collection 1530-
NEW, 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: Direct all written comments and requests for 
additional information to Bureau of the Fiscal Service, Bruce A. Sharp, 
Room #4006-A, P.O. Box 1328, Parkersburg, WV 26106-1328.

FOR FURTHER INFORMATION CONTACT: Submit requests for additional 
information, including requests for copies of the collection instrument 
and supporting documents to Amber Chaudhry, Customer Experience 
Strategist, [email protected]; 202-657-9722, or Bruce 
A. Sharp, Bureau Clearance Officer, [email protected]; 
304-480-8112.

SUPPLEMENTARY INFORMATION: 
    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Number: 1530-NEW.
    Type of Review: New.
    Description: 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 Bureau of the Fiscal Service 
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,

[[Page 14798]]

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. Bureau of the 
Fiscal Service 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.
    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 Bureau will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. The Bureau may also utilize observational 
techniques to collect this information.
    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 Bureau of the Fiscal Service or 
program, either directly or via a Federal contractor. 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.
    Estimated Number of Respondents: 2,001,550.
    Estimated Time per Respondent: Varied, dependent upon the data 
collection method used. The possible response time to complete a 
questionnaire or survey may be 3 minutes or up to 1.5 hours to 
participate in an interview.
    Estimated Total Annual Burden Hours: 101,125.
    Estimated Total Annual Cost to Public: $0.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for Office of 
Management and Budget approval. All comments will become a matter of 
public record. Comments are invited on: 1. 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; 2. the accuracy of the agency's estimate of the burden of the 
collection of information; 3. ways to enhance the quality, utility, and 
clarity of the information to be collected; 4. 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 5. estimates of capital or start-up costs 
and costs of operation, maintenance, and purchase of services to 
provide information.

    Authority: 44 U.S.C. 3501 et seq.

    Dated: March 12, 2021.
Bruce A. Sharp,
Bureau Clearance Officer.
[FR Doc. 2021-05542 Filed 3-17-21; 8:45 am]
BILLING CODE 4810-AS-P