[Federal Register Volume 88, Number 209 (Tuesday, October 31, 2023)]
[Notices]
[Pages 74540-74541]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-24031]


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OFFICE OF PERSONNEL MANAGEMENT


Submission for Review: Renewal of an Existing Information 
Collection, (Generic Clearance for Improving Customer Experience), OMB 
Control No. 3206-0276.

AGENCY: U.S. Office of Personnel Management.

ACTION: 60-Day Notice and request for comments.

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SUMMARY: The Office of Personnel Management (OPM) offers the general 
public and other Federal agencies the opportunity to comment on a 
previously approved information collection request (ICR) 3206-0276, 
(Generic Clearance for Improving Customer Experience).

DATES: Comments are encouraged and will be accepted until January 2, 
2024. This process is conducted in accordance with 5 CFR 1320.1.

ADDRESSES: Interested persons are invited to submit written comments on 
the proposed information collection by one of the following means:
    Federal Rulemaking Portal: https://www.regulations.gov All 
submissions received must include the agency name and docket number for 
this Federal Register document. The general policy for comments and 
other submissions from members of the public is to make these 
submissions available for public viewing on the internet at https://www.regulations.gov as they are received without change, including any 
personal identifiers or contact information.
     Email [email protected]. Please put ``OPM Customer 
Experience'' in the subject line of the email.

FOR FURTHER INFORMATION CONTACT: A copy of this information collection 
request, with applicable supporting documentation, may be obtained by 
contacting the Human Resources Solution, Office of Personnel 
Management, 1900 E Street NW, Washington, DC 20415, Attention: Michelle 
Earley, 202-936-2034, or via electronic mail to 
[email protected].

SUPPLEMENTARY INFORMATION: 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.
    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

[[Page 74541]]

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. OPM 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.

Method of Collection

    OPM will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. OPM may also utilize observational techniques 
to collect this information.
    This request proposes to renew a previously approved collection. 
OPM updated the burden hours to account for anticipated expansion of 
this type of work. Therefore, we invite comments that:
    1. Evaluate whether the proposed collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    2. Evaluate the accuracy of the agency's estimate of the burden of 
the proposed collection of information, including the validity of the 
methodology and assumptions used;
    3. Enhance the quality, utility, and clarity of the information to 
be collected; and
    4. Minimize the burden of the collection of information on those 
who are to respond, including through the use of appropriate automated, 
electronic, mechanical, or other technological collection techniques or 
other forms of information technology, e.g., permitting electronic 
submissions of responses.

Analysis

    Agency: Office of Personnel Management.
    Title: OPM Customer Experience.
    OMB Number: 3206-0276.
    Frequency: Annually.
    Affected Public: Individuals.
    Number of Respondents: 4,013,750.
    Estimated Time per Respondent: 15 Minutes.
    Total Burden Hours: 1,006,125.

U.S. Office of Personnel Management
Stephen Hickman,
Federal Register Liaison.
[FR Doc. 2023-24031 Filed 10-30-23; 8:45 am]
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