[Federal Register Volume 89, Number 139 (Friday, July 19, 2024)]
[Notices]
[Pages 58767-58768]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-15976]


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DEPARTMENT OF JUSTICE

[OMB Control Number 1103-0120]


Agency Information Collection Activities; Proposed eCollection 
eComments Requested; Extension of a Previously Approved Collection; 
DOJ's OMB Circular A-11 Section 280 Information Collection Request: 
Improving Federal Customer Experience

AGENCY: Department of Justice, Office of the Chief Information Officer.

ACTION: 30-Day notice.

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SUMMARY: The Department of Justice (DOJ), Office of the Chief 
Information Officer will be submitting the following information 
collection request to the Office of Management and Budget (OMB) for 
review and approval in accordance with the Paperwork Reduction Act of 
1995.

DATES: Comments are encouraged and will be accepted for 30 days until 
August 19, 2024.

FOR FURTHER INFORMATION CONTACT: If you have additional comments 
especially on the estimated public burden or associated response time, 
suggestions, or need a copy of the proposed information collection 
instrument with instructions or additional information, please contact 
Catalina Martinez, 950 Penn Ave. NW, Washington, DC 20530, Phone: 202-
705-5740, Email: [email protected].

SUPPLEMENTARY INFORMATION: The proposed information collection was 
previously published in the Federal Register on May 15, 2024, allowing 
a 60-day comment period. Written comments and suggestions from the 
public and affected agencies concerning the proposed collection of 
information are encouraged. Your comments should address one or more of 
the following four points:

--Evaluate whether the proposed collection of information is necessary 
for the proper performance of the functions of the U.S. Department of 
Justice, including whether the information will have practical utility;
--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;
--Evaluate whether and if so how the quality, utility, and clarity of 
the information to be collected can be enhanced; and
--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 
submission of responses.

    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 
30-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, DOJ is publishing 
notice of the proposed collection of information set forth in this 
document.
    Whether seeking a loan, Social Security benefits, veteran's 
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

[[Page 58768]]

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. Inquiries will be limited 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.

Overview of This Information Collection

    1. Type of Information Collection: Extension of a previously 
approved collection.
    2. The Title of the Form/Collection: DOJ's OMB Circular A-11 
Section 280 Information Collection Request: Improving Federal Customer 
Experience.
    3. The agency form number, if any, and the applicable component of 
the Department sponsoring the collection: DOJ, Office of the Chief 
Information Officer.
    4. Affected public who will be asked or required to respond, as 
well as the obligation to respond: Affected Public: State, local and 
tribal governments, individuals and households, Private Sector--for or 
not for profit institutions, and Federal Government]. The obligation to 
respond is voluntary.
    5. An estimate of the total number of respondents and the amount of 
time estimated for an average respondent to respond: 2,001,550.
    The time 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 1.5 hours to participate in an 
interview.
    6. An estimate of the total annual burden (in hours) associated 
with the collection: Ex: The total annual burden hours for this 
collection is 101,125.
    7. An estimate of the total annual cost burden associated with the 
collection, if applicable: $0.

                                                                   Total Burden Hours
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                                              Number of                                      Total annual                                  Total annual
                Activity                     respondents              Frequency               responses           Time per response       burden (hours)
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Title...................................          2,001,550  1/annually.................          2,001,550  Varies.....................         101,125
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    Unduplicated Totals.................
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    If additional information is required contact: Darwin Arceo, 
Department Clearance Officer, United States Department of Justice, 
Justice Management Division, Policy and Planning Staff, Two 
Constitution Square, 145 N Street NE, 4W-218, Washington, DC.

    Dated: July 16, 2024.
Darwin Arceo,
Department Clearance Officer for PRA, U.S. Department of Justice.
[FR Doc. 2024-15976 Filed 7-18-24; 8:45 am]
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