[Federal Register Volume 89, Number 172 (Thursday, September 5, 2024)]
[Notices]
[Pages 72431-72432]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-19934]


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NATIONAL FOUNDATION ON THE ARTS AND THE HUMANITIES

Institute of Museum and Library Services


Submission for OMB Review, Comment Request, Proposed Collection: 
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: Submission for OMB Review, request for comments, collection of 
information.

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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

[[Page 72432]]

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 
ADDRESSES section below on or before October 4, 2024.

ADDRESSES: Written comments and recommendations for proposed 
information collection requests should be sent within 30 days of 
publication of this Notice to www.reginfo.gov/public/do/PRAMain. Find 
this particular information collection request by selecting ``Institute 
of Museum and Library Services'' under ``Currently Under Review;'' then 
check ``Only Show ICR for Public Comment'' checkbox. Once you have 
found this information collection request, select ``Comment,'' and 
enter or upload your comment and information. Alternatively, please 
mail your written comments to Office of Information and Regulatory 
Affairs, Attn.: OMB Desk Officer for Education, Office of Management 
and Budget, Room 10235, Washington, DC 20503, or call (202) 395-7316.
    OMB is particularly interested in comments that help the agency to:
     Evaluate 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;
     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;
     Enhance the quality, utility, and clarity of the 
information to be collected; 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).

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].

SUPPLEMENTARY INFORMATION: The Institute of Museum and Library Services 
is the primary source of federal support for the nation's libraries and 
museums. We advance, support, and empower America's museums, libraries, 
and related organizations through grant making, research, and policy 
development. To learn more, visit www.imls.gov.
    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 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.
    The 60-day Notice was published in the Federal Register on May 22, 
2024 (89 FR 45030) (Document Number: 2024-11235). The agency received 
no comments in response to this Notice.
    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: Museum staff, library staff, IMLS 
applicants.
    Total Number of Respondents: 2,001,550.
    Frequency of Response: Once per respondent per request.
    Average/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 Annual Burden Hours: 101,125.
    Total Annual Cost Burden: $3,040,852.50.

    Dated: August 30, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of Museum and Library Services.
[FR Doc. 2024-19934 Filed 9-4-24; 8:45 am]
BILLING CODE 7036-01-P