[Federal Register Volume 89, Number 151 (Tuesday, August 6, 2024)]
[Notices]
[Page 64035]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-17337]


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SMALL BUSINESS ADMINISTRATION


Notice of Request for Public Comment

ACTION: 60-Day notice and request for comments.

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SUMMARY: The Small Business Administration (SBA) intends to request 
approval, from the Office of Management and Budget (OMB) for the 
collection of information described below. The Paperwork Reduction Act 
(PRA) of 1995 requires Federal agencies to publish a notice in the 
Federal Register concerning each proposed collection of information 
before submission to OMB, and to allow 60 days for public comment in 
response to the notice. This notice complies with that requirement.

DATES: Submit comments on or before October 7, 2024.

ADDRESSES: Send all comments to Curtis B. Rich, Management Analyst, 
202-205-7030. [email protected].

FOR FURTHER INFORMATION CONTACT: Curtis B. Rich, Management Analyst, 
202-205-7030, [email protected].

SUPPLEMENTARY INFORMATION: 
    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 agency leadership.
    This proposed information collection activity provides a means to 
garner customer and stakeholder feedback in an efficient, timely manner 
in accordance with section 280 of OMB Circular A-11 at https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf.
    The U.S. Small Business Administration will collect, analyze, and 
interpret information gathered through this generic clearance to 
identify services' accessibility, navigation, and use by customers, and 
make improvements in service delivery based on customer insights 
gathered through developing an understanding of the customer experience 
interacting with Government. The results will be used to improve the 
delivery of Federal services and programs. It will also provide 
government-wide data on customer experience that can be displayed on 
https://www.performance.gov to help build transparency and 
accountability of Federal programs to the customers they serve.
    SBA will only submit collections if they meet the following 
criteria:
     The collections are voluntary;
     The collections are low-burden for respondents (based on 
considerations of total burden hours or burden-hours per respondent) 
and are low-cost for both the respondents and the Federal Government;
     The collections are non-controversial;
     Any collection is 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;
     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     Information gathered is intended to be used for general 
service improvement and program management purposes.
     The agency will follow the procedures specified in OMB 
Circular A-11 Section 280 for the required quarterly reporting to OMB 
of trust data and experience driver data from surveys.
     Outside of the quarterly reporting mentioned in the bullet 
immediately above, if the agency intends to release journey maps, user 
personas, reports, or other data-related summaries stemming from this 
collection, the agency must include appropriate caveats around those 
summaries, noting that conclusions should not be generalized beyond the 
sample, considering the sample size and response rates. The agency must 
submit the data summary itself (e.g., the report) and the caveat 
language mentioned above to OMB before it releases them outside the 
agency. OMB will engage in a passback process with the agency.
    Public responses to these individual collections will provide 
insights in improving services offered to the public. If this 
information is not collected, vital feedback from customers and 
stakeholders on services will be unavailable.

Solicitation of Public Comments

    SBA is requesting comments on (a) Whether the collection of 
information is necessary for the agency to properly perform its 
functions; (b) whether the burden estimates are accurate; (c) whether 
there are ways to minimize the burden, including through the use of 
automated techniques or other forms of information technology; and (d) 
whether there are ways to enhance the quality, utility, and clarity of 
the information.

Summary of Information Collection

    Title: Generic Clearance for SBA Customer Experience Data 
Collections.
    Description of Respondents: Generic Customer Base.
    Form Number: N/A.
    Total Estimated Annual Responses: 2,001,550.
    Total Estimated Annual Hour Burden: 101,125.

Curtis Rich,
Management Analyst.
[FR Doc. 2024-17337 Filed 8-5-24; 8:45 am]
BILLING CODE 8026-09-P