[Federal Register Volume 89, Number 100 (Wednesday, May 22, 2024)]
[Notices]
[Pages 45030-45031]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-11235]


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NATIONAL FOUNDATION ON THE ARTS AND THE HUMANITIES

Institute of Museum and Library Services


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

AGENCY: Institute of Museum and Library Services, National Foundation 
on the Arts and the Humanities.

ACTION: Notice, request for comments.

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SUMMARY: The Institute of Museum and Library Services (IMLS) as part of 
its continuing effort to reduce paperwork and respondent burden, is 
announcing an opportunity for public comment on the renewal of a 
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 60 days for public comment in response to the 
notice. This Notice solicits comments on a renewal of a collection to 
gather customer and stakeholder feedback via customer interviews, 
feedback surveys, and rapid feedback user testing of website 
experiences to improve customer experience with IMLS services of 
various kinds. For more information on the types of proposed 
information collection requests IMLS may make under this clearance, 
contact the individual listed below in the FOR FURTHER INFORMATION 
CONTACT section of this Notice.

DATES: Written comments must be submitted to the office listed in the 
addressee section below on or before July 22, 2024.

ADDRESSES: Send comments to Julie Balutis, Director of Grants Policy 
and Management, Office of Grants Policy and Management, Institute of 
Museum and Library Services, 955 L'Enfant Plaza North, SW, Suite 4000, 
Washington, DC 20024-2135. Ms. Balutis can be reached by telephone: 
202-653-4645, or by email at [email protected]. Office hours are from 
8:30 a.m. to 5 p.m., E.T., Monday through Friday, except federal 
holidays. Persons who are deaf or hard of hearing (TTY users) can 
contact IMLS at 202-207-7858 via 711 for TTY-Based Telecommunications 
Relay Service.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Todd Rubin, Office of Management and Budget, 725 
17th St. NW, Washington, DC 20006, 202-881-6991, via email to 
[email protected].

I. Background

    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.

II. Current Actions

    IMLS is requesting renewal of an existing collection to gather 
customer feedback and improve customer experience in alignment with OMB 
Circular A-11 Section 280. 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

[[Page 45031]]

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. IMLS 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.
    Agency: Institute of Museum and Library Services.
    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    OMB Control Number: 3137-0130.
    Agency Number: 3137.
    Respondents/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 IMLS or one of its 
programs, 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.
    Total Estimated Number of Annual Respondents: 5,000.
    Frequency of Response: Once per respondent per request.
    Estimated Average Burden Hours per Response: 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 2 hours to 
participate in an interview.
    Total Estimated Number of Annual Burden Hours: 450.
    Estimated Total Annual Cost to Public: $0.
    Public Comments Invited: IMLS is particularly interested in public 
comments that help the agency to determine: (a) 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; (b) the accuracy of the agency's estimate of 
the burden (including hours and cost) of the proposed collection of 
information; (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 respondents, including through the use 
of automated collection techniques or other forms of information 
technology. Comments submitted in response to this Notice will be 
summarized and/or included in the request for OMB's clearance of this 
information collection.

    Dated: May 17, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of Museum and Library Services.
[FR Doc. 2024-11235 Filed 5-21-24; 8:45 am]
BILLING CODE 7036-01-P