[Federal Register Volume 88, Number 169 (Friday, September 1, 2023)]
[Notices]
[Pages 60503-60504]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-18956]


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NATIONAL AERONAUTICS AND SPACE ADMINISTRATION

[Notice: 23-093]


Name of Information Collection: Improving Customer Experience 
(OMB Circular A-11, Section 280 Implementation)

AGENCY: National Aeronautics and Space Administration (NASA).

ACTION: Notice of information collection.

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SUMMARY: The National Aeronautics and Space Administration (NASA) as 
part of its continuing effort to reduce paperwork and respondent 
burden, is announcing an opportunity for public comment on a new 
proposed collection of information by the Agency. Under the Paperwork 
Reduction Act of 1995 (PRA), Federal agencies are required to publish 
notice in the Federal Register concerning each proposed collection of 
information, and to allow 30 days for public comment in response to the 
notice. This notice solicits comments on new collection proposed by the 
Agency.

DATES: Comments are due by October 2, 2023.

ADDRESSES: Submit comments identified by Information Collection 2700-
0181, Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation), by any of the following methods:
     Federal eRulemaking portal: https://www.regulations.gov. 
Follow the instructions for submitting comments. Comments submitted 
electronically, including attachments to https://www.regulations.gov, 
will be posted to the docket unchanged.
     By mail: Bill Edwards-Bodmer, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757-864-
7998, or [email protected].
    Instructions: Please submit comments only and cite Information 
Collection 2700-0181, Improving Customer Experience (OMB Circular A-11, 
Section 280 Implementation), in all correspondence related to this 
collection. To confirm receipt of your comment(s), please check 
regulations.gov, approximately two-to-three business days after 
submission to verify posting (except allow 30 days for posting of 
comments submitted by mail).

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of the information collection instrument(s) and instructions 
should be directed to Bill Edwards-Bodmer, NASA Clearance Officer, NASA 
Headquarters, 300 E Street SW, JF0000, Washington, DC 20546, 757-864-
7998, or [email protected].

SUPPLEMENTARY INFORMATION:

I. Abstract

    Under the PRA, (44 U.S.C. 3501-3520) Federal agencies must obtain 
approval from the Office of Management and Budget (OMB) for each 
collection of information they conduct or sponsor. ``Collection of 
information'' is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and 
includes Agency requests or requirements that members of the public 
submit reports, keep records, or provide information to a third party. 
Section 3506(c)(2)(A) of the PRA requires Federal agencies to provide a 
60-day notice in the Federal Register concerning each proposed 
collection of information, including each proposed extension of an 
existing collection of information, before submitting the collection to 
OMB for approval. To comply with this requirement, NASA is publishing 
notice of the proposed collection of information set forth in this 
document.
    Whether seeking a loan, Social Security benefits, veterans 
benefits, or other services provided by the Federal Government, 
individuals and businesses expect Government customer services to be 
efficient and intuitive, just like services from leading private-sector 
organizations. Yet the 2016 American Consumer Satisfaction Index and 
the 2017 Forrester Federal Customer Experience Index show that, on 
average, Government services lag nine percentage points behind the 
private sector.
    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. To support this, OMB 
Circular A-11 Section 280 established government-wide standards for 
mature customer experience organizations in government and measurement. 
To enable Federal programs to deliver the experience taxpayers deserve, 
they must undertake three general categories of activities: Conduct 
ongoing customer research, gather and share customer feedback, and test 
services and digital products.
    These data collection efforts may be either qualitative or 
quantitative in nature or may consist of mixed methods. Additionally, 
data may be collected via a variety of means, including but not limited 
to electronic or social media, direct or indirect observation (i.e., in 
person, video and audio collections), interviews, questionnaires, 
surveys, and focus groups. NASA will limit its inquiries to data 
collections that solicit strictly voluntary opinions or responses. 
Steps will be taken to ensure anonymity of respondents in each activity 
covered by this request.
    The results of the data collected will be used to improve the 
delivery of Federal services and programs. It will include the creation 
of personas, customer journey maps, and reports and summaries of 
customer feedback data and user insights. It will also provide 
government-wide data on customer experience that can be displayed on 
performance.gov to help build transparency and accountability of 
Federal programs to the customers they serve.

II. Methods of Collection

    NASA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews.

III. Data

    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Number: 2700-0181.
    Type of Review: Extension.
    Affected Public: Collections will be 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. For the 
purposes of this request, ``customers'' are individuals, businesses, 
and organizations that interact with a Federal Government agency or 
program, either directly or via a Federal contractor. This could 
include individuals or households; businesses or other for-profit 
organizations; not-for-profit institutions; State, local or Tribal 
governments; Federal Government; and Universities.
    Estimated Number of Respondents: 2,001,550.
    Estimated Time per Response: Varied, dependent upon the data 
collection

[[Page 60504]]

method used. The possible response time to complete a questionnaire or 
survey may be 3 minutes or up to 2 hours to participate in an 
interview.
    Estimated Total Annual Burden Hours: 101,125.
    Estimated Total Annual Cost to Public: $0.

IV. Request for Comments

    Comments are invited on: (1) Whether the proposed collection of 
information is necessary for the proper performance of the functions of 
NASA, including whether the information collected has practical 
utility; (2) the accuracy of NASA's estimate of the burden (including 
hours and cost) of the proposed collection of information; (3) ways to 
enhance the quality, utility, and clarity of the information to be 
collected; and (4) ways to minimize the burden of the collection of 
information on respondents, including automated collection techniques 
or the use of other forms of information technology.
    Comments submitted in response to this notice will be summarized 
and included in the request for OMB approval of this information 
collection. They will also become a matter of public record.

William Edwards-Bodmer,
NASA PRA Clearance Officer.
[FR Doc. 2023-18956 Filed 8-31-23; 8:45 am]
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