[Federal Register Volume 87, Number 161 (Monday, August 22, 2022)]
[Notices]
[Pages 51424-51426]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-18026]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0321; Docket No. 2022-0001; Sequence No. 10]


Submission for OMB Review; Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11

AGENCY: General Services Administration (GSA).

ACTION: Notice and request for comments.

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SUMMARY: Under the provisions of the Paperwork Reduction Act, the 
Regulatory Secretariat Division will be submitting to the Office of 
Management and Budget (OMB) a request to review and approve an 
extension without change to an existing information collection 
requirement regarding the Implementation of Section 280 of OMB

[[Page 51425]]

Circular A-11--``Improving Customer Experience''.

DATES: Submit comments on or before September 21, 2022.

ADDRESSES: Written comments and recommendations for this 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 Review--Open for Public 
Comments''; or by using the search function.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Amira Boland, 202-501-4755, or via email to 
[email protected].

SUPPLEMENTARY INFORMATION:

A. Purpose

    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 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.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
    Section 280.7 established seven domains for measuring customer 
experience.

 Overall: (1) Satisfaction, (2) Confidence/Trust
 Service: (3) Quality
 Process: (4) Ease/Simplicity, (5) Efficiency/Speed, (6) 
Equity/Transparency
 People: (7) Employee Helpfulness

    All High Impact Service Providers listed at https://www.performance.gov/cx/HISPList.pdf are required to ask questions in 
these domains of their customers. However, all agencies are encouraged 
to conduct their customer experience measurement in line with these 
standard measures.
    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. For the purposes of this collection, Federal customer 
experience will focus on real-time transaction-level measures.
    The 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.
    For reference, the questions (also available on 
www.performance.gov) are below. All are on a Likert Scale from 1 to 5 
(1=strongly disagree to 5=strongly agree (except free text questions)).

[Landing Page]

    1. I am satisfied with the service I received from [Program/Service 
name].)
    2. This interaction increased my confidence in [Program/Service 
name]. OR I trust [Agency/Program/Service name] to fulfill our 
country's commitment to [relevant population].
    3. Anything you want to tell us about your scores above? (free 
text)
    4. Would you like to take two more minutes to answer five more 
questions to help us improve our services? (Y/N)

[Page 2 if Respondent Answered Y--Programs Will Select What Is 
Applicable to Them]

    5. My need was addressed.
    6. It was easy to complete what I needed to do.
    7. It took a reasonable amount of time to do what I needed to do.
    8. I was treated fairly.
    9. Employees I interacted with were helpful.
    10. Which service center did you visit today? OR ``which service 
did you call about today?''
    11. Anything else you'd like to share with us? (free text)
    Following review and disposition of public comments on this 60-day 
notice, GSA will submit to OMB a 30-day notice. Upon renewal of the 
collection, GSA will continue to submit collections on behalf of the 
following agencies for approval: Department of Agriculture, Department 
of Commerce, Department of Defense, Department of Education, Department 
of Energy, Department of Health and Human Services, Department of 
Homeland Security Department of Housing and Urban Development, 
Department of the Interior, Department of Justice, Department of Labor 
Department of State, United States Agency for International 
Development, the General Services Administration, Department of 
Transportation, Department of the Treasury, Department of Veterans 
Affairs, Environmental Protection Agency, National Aeronautics and 
Space Administration, the Consumer Financial Protection Bureau, 
National Science Foundation, Nuclear Regulatory Commission, the Small 
Business Administration, the Office of Personnel Management, and Social 
Security Administration.
    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.
    GSA 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 collecting the 
information, all or a subset of information may be released only on 
performance.gov. Release of any other data must be discussed with OMB 
before release.
    Public responses to these individual collections will provide 
insight on improving services offered to the public. If this 
information is not collected, vital feedback from customers and 
stakeholders on services will be unavailable.

B. Annual Reporting Burden

    Burden means the total time, effort, or financial resources 
expended by persons to generate, maintain, retain, disclose or provide 
information to or for a federal agency. This includes the time needed 
to review instructions; to develop, acquire, install and utilize 
technology and systems for the purpose of collecting, validating and 
verifying information, processing and maintaining information, and 
disclosing

[[Page 51426]]

and providing information; to train personnel and to be able to respond 
to a collection of information, to search data sources, to complete and 
review the collection of information; and to transmit or otherwise 
disclose the information.
    Affected Public: Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Estimated Number of Respondents: Below is a preliminary estimate of 
the aggregate burden hours for this collection.
    Average Expected Annual Number of Activities: Approximately 50 
customer feedback surveys.
    Average Number of Respondents per Activity: Range varies greatly 
depending on Federal Service.
    Annual Responses: Approximately 40,000,000.
    Average Minutes per Response: 3 minutes.
    Burden Hours: 2,000,000.

C. Public Comments

    A 60-day notice published in the Federal Register at 87 FR 36325 on 
June 16, 2022. No comments were received. The 60-day notice was 
published as a request for a new information collection. This 30-day 
notice corrects that language and is confirmation that the 60 and 30-
day notices will serve as a request for renewal and extension without 
change.

Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-18026 Filed 8-19-22; 8:45 am]
BILLING CODE 6820-34-P