[Federal Register Volume 89, Number 51 (Thursday, March 14, 2024)]
[Notices]
[Pages 18648-18649]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-05348]


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DEPARTMENT OF HEALTH AND HUMAN SERVICES

[Document Identifier: OS-0990-new]


Agency Information Collection Request. 30-Day Public Comment 
Request

AGENCY: Office of the Secretary, HHS

ACTION: Notice.

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SUMMARY: In compliance with the requirement of the Paperwork Reduction 
Act of 1995, the Office of the Secretary (OS), Department of Health and 
Human Services, is publishing the following summary of a proposed 
collection for public comment, Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation).

DATES: Comments on the ICR must be received on or before April 15, 
2024.

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

FOR FURTHER INFORMATION CONTACT: Sherrette Funn, [email protected] 
or (202) 264-0041, or [email protected]. When submitting comments or 
requesting information, please include the document identifier 0990-
New-30D and project title for reference.

SUPPLEMENTARY INFORMATION: Interested persons are invited to send 
comments regarding this burden estimate or any other aspect of this 
collection of information, including any of the following subjects: (1) 
The necessity and utility of the proposed information collection for 
the proper performance of the agency's functions; (2) the accuracy of 
the estimated burden; (3) ways to enhance the quality, utility, and 
clarity of the information to be collected; and (4) the use of 
automated collection techniques or other forms of information 
technology to minimize the information collection burden.
    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. HHS 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.
    Title of the Collection: Improving Customer Experience (OMB 
Circular A-11, Section 280.
    Type of Collection: Father Generic ICR.
    OMB No. 0990-NEW Office of the Secretary, Assistant Secretary 
Administration.
    Abstract: The Department of Health and Human Services, Office of 
the Secretary, Assistant Secretary Administration is requesting 
approval by OMB on a new Father Generic Information Collection Request. 
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. HHS 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 Implementation).

                                        Estimated Annualized Burden Table
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                                                                     Number of    Average burden
           Respondents (if necessary)                Number of     responses per     hours per     Total burden
                                                    respondents     respondents      response          hours
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Participants in customer interviews.............             500               1               1             500
Participants in focus groups....................             450               1           90/60             675
Participants of feedback surveys................       2,000,000               1            3/60         100,000

[[Page 18649]]

 
Participants in user testing (rapid)............             400               1           15/60             100
Participants in user testing (deep dive)........             200               1           30/60             100
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    Total.......................................       2,001,550  ..............  ..............         101,375
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Sherrette A. Funn,
Paperwork Reduction Act Reports Clearance Officer, Office of the 
Secretary.
[FR Doc. 2024-05348 Filed 3-13-24; 8:45 am]
BILLING CODE 4150-04-P