[Federal Register Volume 86, Number 99 (Tuesday, May 25, 2021)]
[Notices]
[Pages 28193-28194]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-10917]


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DEPARTMENT OF THE TREASURY


Agency Information Collection Activities; Submission for OMB 
Review; Comment Request; Generic Clearance for Improving Customer 
Experience (OMB Circular A-11, Section 280 Implementation)

AGENCY: Departmental Offices, 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

[[Page 28194]]

(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 should be received on or before June 24, 2021 to be 
assured of consideration.

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 Spencer W. Clark by emailing [email protected], calling 
(202) 927-5331, or viewing the entire information collection request at 
www.reginfo.gov.

SUPPLEMENTARY INFORMATION:

Bureau of the Fiscal Service (BFS)

    Title: Generic Clearance for Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation).
    OMB Control Number: 1530-NEW.
    Type of Review: Request for a new OMB Control Number.
    Description: On September 11, 1993, President Clinton issued 
Executive Order 12862, ``Setting Customer Service Standards'' which 
clearly define his vision that the Federal agencies will put the people 
first. Executive Order 12862 directs Federal agencies to provide 
service to the public that matches or exceeds the best service 
available in the private sector. Section 1(b) of Executive Order 12862 
requires government agencies to ``survey customers to determine the 
kind and quality of services they want and their level of satisfaction 
with existing services'' and Section 1(e) requires agencies ``survey 
front-line employees on barriers to, and ideas for, matching the best 
in business.''
    On March 30, 2016, President Obama established the Core Federal 
Services Council, which again emphasized the need to deliver world-
class customer service to the American people. The Council, composed of 
the major high-volume, high-impact Federal programs that provide 
transactional services directly to the public, were encouraged ``to 
improve the customer experience by using public and private sector 
management best practices, such as conducting self-assessments and 
journey mapping, collecting transactional feedback data, and sharing 
such data with frontline and other staff.''
    In March 2018, the Administration of President Trump launched the 
President's Management Agenda (PMA) and established new Cross-Agency 
Priority (CAP) Goals. Excellent service was established as a core 
component of the mission, service, stewardship model that frames the 
entire PMA, embedding a customer-focused approach in all of the PMA's 
initiatives. This model was also included in the 2018 update of the 
Federal Performance Framework in Circular A-11, ensuring `excellent 
service' as a focus in future agency strategic planning efforts. The 
PMA included a CAP Goal on Improving Customer Experience with Federal 
Services, with a primary strategy to drive improvements within 25 of 
the nation's highest impact programs. This effort is supported by an 
interagency team and guidance in Circular A-11 requiring the collection 
of customer feedback data and increasing the use of industry best 
practices to conduct customer research.
    These Presidential actions and requirements establish an ongoing 
process of collecting customer insights and using them to improve 
services. This new request will enable the Bureau of the Fiscal Service 
(hereafter ``the Agency'') to act in accordance with OMB Circular A-11 
Section 280 to ultimately transform the experience of its customers to 
improve both efficiency and mission delivery, and increase 
accountability by communicating about these efforts with the public.
    Form: None.
    Affected Public: Individuals or households, Private Sector, State, 
Local and Tribal Governments.
    Estimated Number of Respondents: 2,001,550.
    Frequency of Response: Once, On occasion.
    Estimated Total Number of Annual Responses: 2,001,550.
    Estimated Time per Response: Varies from 3-90 minutes.
    Estimated Total Annual Burden Hours: 101,125.

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

    Dated: May 19, 2021.
Spencer W. Clark,
Treasury PRA Clearance Officer.
[FR Doc. 2021-10917 Filed 5-24-21; 8:45 am]
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