[Federal Register Volume 86, Number 87 (Friday, May 7, 2021)]
[Notices]
[Page 24694]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-09641]


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DEPARTMENT OF THE TREASURY


Agency Information Collection Activities; Proposed Collection; 
Comment Request; Improving Customer Experience (OMB Circular A-11, 
Section 280 Implementation)

AGENCY: Departmental Offices, U.S. Department of the Treasury.

ACTION: Notice.

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SUMMARY: The Department of the Treasury will submit the following 
information collection requests to the Office of Management and Budget 
(OMB) for review and clearance in accordance with the Paperwork 
Reduction Act of 1995, on or after the date of publication of this 
notice. The public is invited to submit comments on these requests.

DATES: Comments must be received on or before June 7, 2021.

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: Copies of the submissions may be 
obtained from Molly Stasko by emailing [email protected], calling (202) 
622-8922, or viewing the entire information collection request at 
www.reginfo.gov.

SUPPLEMENTARY INFORMATION: 
    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Control Number: 1505-NEW.
    Type of Review: New collection.
    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 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 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 Department of the Treasury 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.
    Affected Public: Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Average Expected Annual Number of Activities: Approximately five 
types of customer experience activities such as feedback surveys, focus 
groups, user testing, and interviews.
    Estimated Number of Respondents: 2,001,550.
    Average Number of Responses per Activity: 1 response per respondent 
per activity.
    Estimated Number of Responses: 2,001,550.
    Estimated Time per Response: 2 minutes-60 minutes, dependent upon 
activity.
    Estimated Total Annual Burden Hours: 101,125 hours.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and included in the request for Office of Management 
and Budget approval. All comments will become a matter of public 
record. 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 technology; and (e) estimates of capital or start-up 
costs and costs of operation, maintenance, and purchase of services 
required to provide information.

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

    Dated: May 3, 2021.
Molly Stasko,
Treasury PRA Clearance Officer.
[FR Doc. 2021-09641 Filed 5-6-21; 8:45 am]
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