[Federal Register Volume 89, Number 53 (Monday, March 18, 2024)]
[Notices]
[Pages 19391-19392]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-05657]


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DEPARTMENT OF THE TREASURY

Bureau of the Fiscal Service


Proposed Extension of Information Collection Request Submitted 
for Public Comment; Comment Request Relating To Improving Customer 
Experience (OMB Circular A-11, Section 280 Implementation)

ACTION: Notice and request for comments.

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SUMMARY: The Department of the Treasury, as part of its continuing 
effort to reduce paperwork and respondent burden, invites the general 
public and other Federal agencies to take this opportunity to comment 
on proposed and/or continuing information collections, as required by 
the Paperwork Reduction Act of 1995. Currently the Bureau of the Fiscal 
Service within the Department of the Treasury is soliciting comments 
relating to Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).

DATES: Written comments should be received on or before May 17, 2024 to 
be assured of consideration.

ADDRESSES: Direct all written comments and requests for additional 
information to Bureau of the Fiscal Service, Bruce A. Sharp, Room 
#4006-A, P.O. Box 1328, Parkersburg, WV 26106-1328, or 
[email protected].

SUPPLEMENTARY INFORMATION: 
    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Number: 1530-0073.
    Abstract: 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 Bureau of the Fiscal Service 
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 19392]]

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. Bureau of the Fiscal Service 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.
    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.
    The Bureau will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. The Bureau may also utilize observational 
techniques to collect this information.
    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 Bureau of the Fiscal Service 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.
    Current Actions: Extension of a currently approved collection.
    Type of Review: Regular.
    Estimated Number of Respondents: 500,250.
    Estimated Time per Respondent: Varied, dependent upon the data 
collection method used. The possible response time to complete a 
questionnaire or survey may be 3 minutes or up to 1.5 hours to 
participate in an interview.
    Estimated Total Annual Burden Hours: 25,275.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for OMB approval. All 
comments will become a matter of public record. Comments are invited 
on: 1. Whether the collection of information is necessary for the 
proper performance of the functions of the agency, including whether 
the information shall have practical utility; 2. the accuracy of the 
agency's estimate of the burden of the collection of information; 3. 
ways to enhance the quality, utility, and clarity of the information to 
be collected; 4. ways to minimize the burden of the collection of 
information on respondents, including through the use of automated 
collection techniques or other forms of information technology; and 5. 
estimates of capital or start-up costs and costs of operation, 
maintenance, and purchase of services to provide information.

    Dated: March 12, 2024.
Bruce A. Sharp,
Bureau PRA Clearance Officer.
[FR Doc. 2024-05657 Filed 3-15-24; 8:45 am]
BILLING CODE 4810-AS-P