[Federal Register Volume 88, Number 18 (Friday, January 27, 2023)]
[Notices]
[Pages 5396-5397]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-01680]


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SOCIAL SECURITY ADMINISTRATION

[Docket No: SSA-2023-0001]


Agency Information Collection Activities: Proposed Request

    The Social Security Administration (SSA) publishes a list of 
information collection packages requiring clearance by the Office of 
Management and Budget (OMB) in compliance with Public Law 104-13, the 
Paperwork Reduction Act of 1995, effective October 1, 1995. This notice 
an extension of an OMB-approved information collection.
    SSA is soliciting comments on the accuracy of the agency's burden 
estimate; the need for the information; its practical utility; ways to 
enhance its quality, utility, and clarity; and ways to minimize burden 
on respondents, including the use of automated collection techniques or 
other forms of information technology. Mail, email, or fax your 
comments and recommendations on the information collection(s) to the 
OMB Desk Officer and SSA Reports Clearance Officer at the following 
addresses or fax numbers.

[[Page 5397]]

    (OMB) Office of Management and Budget, Attn: Desk Officer for SSA. 
Comments: https://www.reginfo.gov/public/do/PRAMain. Submit your 
comments online referencing Docket ID Number [SSA-2023-0001].
    (SSA) Social Security Administration, OLCA, Attn: Reports Clearance 
Director, 3100 West High Rise, 6401 Security Blvd., Baltimore, MD 
21235, Fax: 410-966-2830, Email address: [email protected].
    Or you may submit your comments online through https://www.reginfo.gov/public/do/PRAMain, referencing Docket ID Number [SSA-
2023-0001].
    I. The information collection below is pending at SSA. SSA will 
submit it to OMB within 60 days from the date of this notice. To be 
sure we consider your comments, we must receive them no later than 
March 28, 2023. Individuals can obtain copies of the collection 
instrument by writing to the above email address.
    Generic Clearance for the Collection of Improving Customer 
Experience (OMB Circular A-11, Section 280 Implementation)--0960-0818. 
As part of the Administration's commitment to improving customer 
service delivery, SSA invites the general public to take this 
opportunity to comment on the ``Generic Clearance for the Collection of 
Improving Customer Experience'' for approval under the Paperwork 
Reduction Act (PRA) (44 U.S.C. 3501 et seq.).
    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.whitehouse.gov/wp-content/uploads/2018/06/s280.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.
    SSA Administration 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; and
     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.
     Additional release of data must be 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.
    The respondents are Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Type of Request: Extension of an OMB-approved information 
collection.
    Affected Public: Individuals and households, businesses and 
organizations, State, Local or Tribal government.
    Total Estimated Number of Respondents: 17,866,680.
    Below we provide projected average estimates for the next three 
years:
    Annual Respondents: 5,955,560.
    Annual Responses: 1,142,475.
    Frequency of Response: Once per request.
    Average minutes per response: 12 minutes (11.51).
    Estimated Annual Burden: 384,629 hours.

    Dated: January 24, 2023.
Naomi Sipple,
Reports Clearance Officer, Social Security Administration.
[FR Doc. 2023-01680 Filed 1-26-23; 8:45 am]
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