[Federal Register Volume 88, Number 80 (Wednesday, April 26, 2023)]
[Notices]
[Pages 25358-25362]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-08767]


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 Notices
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 This section of the FEDERAL REGISTER contains documents other than rules 
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  Federal Register / Vol. 88, No. 80 / Wednesday, April 26, 2023 / 
Notices  

[[Page 25358]]



DEPARTMENT OF AGRICULTURE

Food and Nutrition Service


Agency Information Collection Activities, Comments Request: 
Understanding States' SNAP Customer Service Strategies

AGENCY: Food and Nutrition Service (FNS), USDA.

ACTION: Notice and request for comments.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this 
notice invites the general public and other public agencies to comment 
on the proposed collection of information for the Understanding States' 
SNAP Customer Service Strategies study. This is a NEW information 
collection. This study seeks to describe the key characteristics of 
State Supplemental Nutrition Assistance Program (SNAP) agencies' 
customer service strategies through in-depth case studies in up to 9 
States, review the current literature on customer service, particularly 
in government social safety net programs, and identify promising 
practices in improving, measuring, and monitoring customer service in 
SNAP.

DATES: Written comments must be received on or before June 26, 2023.

ADDRESSES: Comments may be sent to: Melanie Meisenheimer, Office of 
Policy Support, FNS, USDA, 1320 Braddock Place, 5th Floor, Alexandria, 
VA 22314; telephone: 703-305-2770. Comments may also be submitted via 
email to [email protected] with ``SNAP CS'' in the subject 
line. Comments will also be accepted through the Federal eRulemaking 
Portal. Go to http://www.regulations.gov and follow the online 
instructions for submitting comments electronically.
    All written comments will be open for public inspection at the 
office of the Food and Nutrition Service during regular business hours 
(8:30 a.m. to 5:00 p.m.), Monday through Friday at Office of Policy 
Support, FNS, UDA, 1320 Braddock Place, 5th Floor, Alexandria, VA 
22314.
    All responses to this notice will be summarized and included in the 
request for Office of Management and Budget approval. All comments will 
be a matter of public record.

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of this information collection should be directed to Melanie 
Meisenheimer, Food and Nutrition Service: by phone at 703-305-2770 or 
by email at [email protected].

SUPPLEMENTARY INFORMATION: Comments are invited on: (a) Whether the 
proposed 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 proposed collection of 
information, including the validity of the methodology and assumptions 
that were used; (c) ways to enhance the quality, utility, and clarity 
of the information to be collected; and (d) ways to minimize the burden 
of the collection of information on those who are to respond, including 
use of appropriate automated, electronic, mechanical, or other 
technological collection techniques or other forms of information 
technology.
    Title: Understanding States' SNAP Customer Service Strategies.
    Form Number: Not applicable.
    OMB Number: 0584-NEW.
    Expiration Date: Not yet determined.
    Type of Request: New collection.
    Abstract: This is a new information collection request. The Food 
and Nutrition Service (FNS) is interested in exploring how State 
agencies define and measure the quality of customer service for 
Supplemental Nutrition Assistance Program (SNAP) applicants and 
participants, particularly strategies that go beyond the minimum 
requirements set by FNS; and how State SNAP agencies implement and 
refine their customer service approaches. This study will conduct case 
studies in up to nine states to understand their approaches to 
defining, measuring, and improving customer service in SNAP.
    FNS has identified three objectives for this study:
    (1) Describe how each study State defines and measures good and/or 
bad customer service for SNAP applicants and participants, particularly 
those that go beyond the minimum requirements set by FNS.
    (2) For each study State, describe how the State SNAP agency 
implements and refine its customer service approach.
    (3) Describe the current research and documentation available about 
customer service standards and measurement broadly, with a particular 
focus on government programs and safety net programs.
    The study will be conducted through two key components:
    (1) Review of existing studies, reports, and data on customer 
services strategies and approaches.
    (2) Case studies in up to nine states with diverse approaches to 
supporting and monitoring customer service in SNAP.
    The research team will collect case study data during two-day in-
person site visits to each selected State that will include interviews 
with State, regional (e.g., call center), and local SNAP staff and key 
stakeholders, review of relevant documents and reports, and 
observations of staff interactions with customer service systems.
    Affected Public: Respondent categories of affected public and the 
corresponding study participants will include: State and Local or 
Tribal Government and business not-for-profit organizations.
    Estimated Number of Respondents: 116.
    The total estimated number of respondents (116) includes: Out of 12 
State Agency SNAP Directors contacted, 9 will participate; out of 18 
State SNAP Administrative Staff contacted, 18 will participate; out of 
14 County and Tribal Government and call center SNAP Directors, 14 will 
participate; out of 54 County and Tribal SNAP Staff contacted, 54 will 
participate; and out of 9 business not-for-profit organizations 
contacted, 18 staff will participate.
    Estimated Number of Responses per Respondent: The estimated number 
of responses per State Government SNAP Director respondent is two: Nine 
State SNAP Directors will take part in a recruitment call lasting about 
20 minutes and an interview lasting approximately 1 hour.
    The estimated number of responses per State SNAP Administrative 
Staff

[[Page 25359]]

respondent is two: 18 respondents will take part in a recruitment call 
lasting about 20 minutes and an interview lasting approximately 1 hour.
    The estimated number of responses per Non-profit Organization 
(Organizations conducting SNAP outreach) is two: 9 respondents will 
take part in a recruitment call lasting about 20 minutes and 9 
respondents will take part in interviews lasting approximately 1 hour.
    The estimated number of responses per County and Tribal Government 
or Call Center SNAP Director is two: 14 respondents will take part in a 
recruitment call lasting about 20 minutes and an interview lasting 
approximately 1 hour.
    The estimated number of responses per County and Tribal SNAP Staff 
is one: 54 respondents will take part in an interview or a deskside 
observation lasting approximately 1 hour.
    Estimated Total Annual Responses: 154.
    Estimated Time per Response: 1.3 hours.
    Estimated Total Annual Burden on Respondents: 119.9 hours (119.0 
for responsive participants and 0.9 for nonresponsive participants).
    See the table below for estimated total annual burden for each type 
of respondent, including non-respondents.
BILLING CODE 6410-30-P

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[[Page 25362]]


Tameka Owens,
Deputy Administrator, Food and Nutrition Service.
[FR Doc. 2023-08767 Filed 4-25-23; 8:45 am]
BILLING CODE 3410-30-C