Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices 87791 

DEPARTMENT OF THE INTERIOR 

Office of the Secretary 

[234XD0102DM; DS6CS00000; 

DLSN00000.000000; DX.6CS25; OMB 

Control Number 1090–0012] 

Agency Information Collection 

Activities; Submission to the Office of 

Management and Budget for Review 

and Approval; Improving Customer 

Experience (OMB Circular A–11, 

Section 280 Implementation) 

AGENCY: Department of the Interior. 

ACTION: Notice of information collection; 

request for comment. 

SUMMARY: In accordance with the 

Paperwork Reduction Act of 1995, we, 

the Department of the Interior are 

proposing to renew an information 

collection. 

DATES: Interested persons are invited to 

submit comments on or before January 

18, 2024. 

ADDRESSES: Written comments and 

recommendations for the proposed 

information collection should be sent 

within 30 days of publication of this 

notice to www.reginfo.gov/public/do/ 

PRAMain. Find this particular 

information collection by selecting 

‘‘Currently under Review—Open for 

Public Comments’’ or by using the 

search function. Please provide a copy 

of your comments to Jeffrey Parrillo, 

Departmental Information Collection 

Clearance Officer, 1849 C Street NW, 

Washington, DC 20240; or by email to 

DOI-PRA@ios.doi.gov. Please reference 

OMB Control Number 1090–0012 in the 

subject line of your comments. 

FOR FURTHER INFORMATION CONTACT: To 

request additional information about 

this ICR, contact Jeffrey Parrillo, 

Departmental Information Collection 

Clearance Officer, 1849 C Street NW, 

Washington, DC 20240; or by email to 

DOI-PRA@ios.doi.gov, or by telephone 

at 202–208–7072. Individuals in the 

United States who are deaf, deafblind, 

hard of hearing, or have a speech 

disability may dial 711 (TTY, TDD, or 

TeleBraille) to access 

telecommunications relay services. 

Individuals outside the United States 

should use the relay services offered 

within their country to make 

international calls to the point-ofcontact in the United States. You may 

also view the ICR at http://

www.reginfo.gov/public/do/PRAMain. 

SUPPLEMENTARY INFORMATION: In 

accordance with the Paperwork 

Reduction Act of 1995 (PRA, 44 U.S.C. 

3501 et seq.) and 5 CFR 1320.8(d)(1), we 

provide the general public and other 

Federal agencies with an opportunity to 

comment on new, proposed, revised, 

and continuing collections of 

information. This helps us assess the 

impact of our information collection 

requirements and minimize the public’s 

reporting burden. It also helps the 

public understand our information 

collection requirements and provide the 

requested data in the desired format. 

A Federal Register notice with a 60- 

day public comment period soliciting 

comments on this collection of 

information was published on May 11, 

2023 (88 FR 30337). No comments were 

received. 

As part of our continuing effort to 

reduce paperwork and respondent 

burdens, we are again soliciting 

comments from the public and other 

Federal agencies on the proposed ICR 

that is described below. We are 

especially interested in public comment 

addressing the following: 

(1) Whether or not the collection of 

information is necessary for the proper 

performance of the functions of the 

agency, including whether or not the 

information will have practical utility; 

(2) The accuracy of our estimate of the 

burden for this collection of 

information, including the validity of 

the methodology and assumptions used; 

(3) Ways to enhance the quality, 

utility, and clarity of the information to 

be collected; and 

(4) How might the agency 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 response. 

Comments that you submit in 

response to this notice are a matter of 

public record. Before including your 

address, phone number, email address, 

or other personal identifying 

information in your comment, you 

should be aware that your entire 

comment—including your personal 

identifying information—may be made 

publicly available at any time. While 

you can ask us in your comment to 

withhold your personal identifying 

information from public review, we 

cannot guarantee that we will be able to 

do so. 

Abstract: The Agency will collect, 

analyze, and interpret information 

gathered through this generic clearance 

to identify High Impact Service 

Providers’ accessibility, navigation, and 

use by customers, and make 

improvements in service delivery based 

on customer insights gathered through 

developing an understanding of the user 

experience interacting with 

Government. 

For the purposes of this request, 

‘‘customers’’ are individuals, 

businesses, and organizations that 

interact with a Federal Government 

agency or program, either directly or via 

a Federal contractor. 

‘‘Service delivery’’ or ‘‘services’’ refers 

to the multitude of diverse interactions 

between a customer and Federal agency 

such as applying for a benefit or loan, 

receiving a service such as healthcare or 

small business counseling, requesting a 

document such as a passport or social 

security card, complying with a rule or 

regulation such as filing taxes or 

declaring goods, utilizing resources 

such as a park or historical site, or 

seeking information such as public 

health or consumer protection notices. 

Under this request, three types of 

activities will be conducted to generate 

customer insights: 

Customer Research (User Persona and 

Journey Map Development): A critical 

first component of understanding 

customer experience is to develop 

customer personas and journey maps. 

This process enables the Agency to 

more deeply understand the customer 

segments they serve and to organize the 

processes customers interact with 

throughout their engagement with the 

Federal entity to accomplish a task or 

meet a need. In order to adequately 

capture the perspective of the customer 

and the barriers or supports that exist as 

they navigate these journeys, it is 

necessary to directly interact with 

customers rather than relying solely 

upon the Agency’s stated policy of how 

a process should work or employees’ 

interpretation of how services are 

delivered. This can occur through a 

variety of information collection 

mechanisms that include focus groups, 

individual intercept interviews at a 

service site, shadowing a user as they 

navigate a Federal service and 

documenting their reactions and 

frustrations, customer free-response 

comment cards, or informal small 

discussion groups. 

Regardless of the format, the Agency 

will apply Human Centered Design 

(HCD) Discovery methods to generate 

personas and journey maps, ultimately 

identifying customer insights. An 

approach to recruiting participants, 

resources for preparing and structuring 

interviews, and a consent form for 

interviewees can be found at https://

www.gsa.gov/cdnstatic/HCD-DiscoveryGuide-Interagency-v12-1.pdf. This 

document is also included in the 

package. 

Insights documented, summarized 

and presented in customer personas and 


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87792 Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices 

journey maps can then be shared across 

the program, the Agency, other Federal, 

State, and Local government 

stakeholders and even with the public 

to validate and discuss common themes 

identified. These products can be used 

as ‘‘indicator lights’’ for where more 

rigorous qualitative and quantitative 

research can be conducted to improve 

Federal service delivery. 

Publicly shared personas and journey 

maps will include language that 

qualifies their use (see question #16), 

and high-level, non-identifying 

descriptive statistics of the 

population(s) interviewed to develop it 

(ex. ‘‘25 Service members that 

transitioned to civilian employment 

within the last decade, 14 female, 11 

male, 21 enlisted and 4 officers) to 

ensure that the perspective represented 

is understood. Quotes or insights will 

never be associated with an actual 

individual unless they have signed a 

release form (see link above for 

template) and this was included in the 

specific collection request. 

Customer Feedback (Satisfaction 

Survey): Surveys to be considered under 

this generic clearance will only include 

those surveys modeled on the OMB 

Circular A–11 CX Feedback survey to 

improve customer service by collecting 

feedback at a specific point during a 

customer journey. This could include 

upon submitting a form online on a 

Federal website, speaking with a call 

center representative, paying off a loan, 

or visiting a Federal service center. 

In an effort to develop comparable, 

government-wide scores that will enable 

cross-agency or industry benchmarking 

(when relevant) and a general indication 

of an agency’s overall customer 

satisfaction, High Impact Service 

providers must refer to OMB Circular 

A–11 Section 280 for required survey 

question wording and organization. 

As part of the Customer Experience 

CAP goal’s strategy to increase 

transparency to drive accountability, the 

feedback data collected through the A– 

11 Standard Feedback survey is meant 

to be shared with the public. This 

collection is part of the governmentwide effort to embed standardized 

customer metrics within high-impact 

programs to create government-wide 

performance dashboards. Data collected 

from the questions listed above will be 

submitted by the Agency to OMB 

quarterly for updating of customer 

experience dashboards on 

performance.gov. This dashboard will 

also include the total volume of 

customers that passed through the 

transaction point at which the survey 

was offered, the number of customers 

the survey was presented to, the number 

of responses, and the mode of 

presentation and response (online 

survey, in-person, post-call touchtone, 

mobile, email). This will help to qualify 

the data’s representation by showing 

both the response rate and total number 

of actual responses. 

User Testing of Services and Digital 

Products: Agencies should continually 

review, update and refine their service 

delivery, including communication 

materials, processes, supporting 

reference materials, and digital products 

associated with a Federal program. This 

often requires ‘‘field testing’’ program 

informational materials, process 

updates, forms, or digital products (such 

as websites or mobile applications) by 

interacting with past, existing, or future 

customers and soliciting feedback. 

These activities can include cognitive 

laboratory studies, such as those used to 

refine questions on a program form to 

ensure clarity, demo kiosks at a service 

center where customers can provide 

informal feedback while waiting for a 

service, or more formally scheduled inperson observation testing (e.g., website 

or software usability tests). These 

information collection activities are 

more specific than broad customer 

research and related to a particular 

artifact/product of a Federal program. 

As such, there will be a more structured 

interview/set of questions than more 

open-ended customer research. Findings 

from these activities are meant to 

support the design and implementation 

of Federal program services and digital 

products, and may only be shared in an 

anonymized/in aggregate if a particular 

insight is useful to include as part of a 

customer persona, journey map, or 

common lesson learned for improving 

service delivery. 

The Agency will only submit under 

this generic clearance if it meets the 

following conditions: 

• 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 noncontroversial; 

• 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. 

This clearance will help the Agency 

to establish a process where customer 

experience is regularly monitored and 

measured. The results will assist the 

Agency in the planning and decisionmaking processes to improve the quality 

of the Agency’s products and services. 

Results from feedback activities and 

surveys will be used to measure against 

established baseline standards and for 

measuring the Agency’s progress toward 

defined goals. 

Title of Collection: Improving 

Customer Experience (OMB Circular A– 

11, Section 280 Implementation). 

OMB Control Number: 1090–0012. 

Form Number: None. 

Type of Review: Extension of a 

currently approved collection. 

Respondents/Affected Public: 

Individuals and Households, Businesses 

and Organizations, State, Local or Tribal 

Government. 

Total Estimated Number of Annual 

Respondents: 146,384. 

Total Estimated Number of Annual 

Responses: 146,384. 

Estimated Completion Time per 

Response: Varied, dependent upon the 

possible response time to complete a 

questionnaire or survey may be 3 

minutes up to 90 minutes to participate 

in an interview based on the data 

collection method used. 

Total Estimated Number of Annual 

Burden Hours: 13,876. 

Respondent’s Obligation: Voluntary. 

Frequency of Collection: One time. 

Total Estimated Annual Nonhour 

Burden Cost: None. 

An agency may not conduct or 

sponsor and a person is not required to 

respond to a collection of information 

unless it displays a currently valid OMB 

control number. 


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Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices 87793 

The authority for this action is the 

Paperwork Reduction Act of 1995 (44 

U.S.C. 3501 et seq.). 

Jeffrey Parrillo, 

Departmental Information Collection 

Clearance Officer. 

[FR Doc. 2023–27827 Filed 12–18–23; 8:45 am] 

BILLING CODE 4334–63–P 

DEPARTMENT OF THE INTERIOR 

National Park Service 

[NPS–WASO–NAGPRA–NPS0037091; 

PPWOCRADN0–PCU00RP14.R50000] 

Notice of Inventory Completion: 

University of Nevada, Las Vegas, Las 

Vegas, NV 

AGENCY: National Park Service, Interior. 

ACTION: Notice. 

SUMMARY: In accordance with the Native 

American Graves Protection and 

Repatriation Act (NAGPRA), the 

University of Nevada, Las Vegas has 

completed an inventory of human 

remains and associated funerary objects 

and has determined that there is no 

cultural affiliation between the human 

remains and associated funerary objects 

and any Indian Tribe. The human 

remains and associated funerary objects 

were removed from unknown locations. 

DATES: Disposition of the human 

remains and associated funerary objects 

in this notice may occur on or after 

January 18, 2024. 

ADDRESSES: Dr. Daniel Benyshek, 

University of Nevada, Las Vegas, 4505 

S. Maryland Parkway, Las Vegas, NV 

89154 telephone (702) 895–2070, email 

Daniel.Benyshek@unlv.edu. 

SUPPLEMENTARY INFORMATION: This 

notice is published as part of the 

National Park Service’s administrative 

responsibilities under NAGPRA. The 

determinations in this notice are the 

sole responsibility of the University of 

Nevada, Las Vegas. The National Park 

Service is not responsible for the 

determinations in this notice. 

Additional information on the 

determinations in this notice, including 

the results of consultation, can be found 

in the inventory or related records held 

by the University of Nevada, Las Vegas. 

Description 

Human remains representing, at 

minimum, nine individuals were 

removed from unknown locations, 

identified by the following accession 

numbers AHUR 33 (Unknown Site), 

AHUR 71 (Unknown Site), AHUR 132 

(Unknown Site), AHUR 134A 

(Unknown Site), AHUR 134B (Unknown 

Site), AHUR 145 (Unknown Site), 

AHUR 147X (Unknown Site), AHUR 

1280 (Unknown Site), FHUR 16 

(Unknown Site), and FHUR 70 

(Unknown Site). The six associated 

funerary objects include pottery sherds, 

a worked stick, matting, leather, and 

beads. 

Aboriginal Land 

Based on the collection history of the 

University of Nevada, Las Vegas, the 

human remains and associated funerary 

objects were likely removed from the 

aboriginal lands of one or more Indian 

Tribes. The following information was 

used to identify the aboriginal land: a 

final judgment of the Indian Claims 

Commission. 

Determinations 

Pursuant to NAGPRA and its 

implementing regulations, and after 

consultation with the appropriate 

Indian Tribes, the University of Nevada, 

Las Vegas has determined that: 

• The human remains described in 

this notice represent the physical 

remains of nine individuals of Native 

American ancestry. 

• The six objects described in this 

notice are reasonably believed to have 

been placed with or near individual 

human remains at the time of death or 

later as part of the death rite or 

ceremony. 

• No relationship of shared group 

identity can be reasonably traced 

between the human remains and 

associated funerary objects and any 

Indian Tribe. 

• The human remains and associated 

funerary objects described in this notice 

were likely removed from the aboriginal 

land of the Absentee-Shawnee Tribe of 

Indians of Oklahoma; Agua Caliente 

Band of Cahuilla Indians of the Agua 

Caliente Indian Reservation, California; 

Ak-Chin Indian Community; Alturas 

Indian Rancheria, California; Bear River 

Band of the Rohnerville Rancheria, 

California; Berry Creek Rancheria of 

Maidu Indians of California; Big Sandy 

Rancheria of Western Mono Indians of 

California; Bishop Paiute Tribe; 

Bridgeport Indian Colony; Buena Vista 

Rancheria of Me-Wuk Indians of 

California; Cabazon Band of Cahuilla 

Indians (Previously listed as Cabazon 

Band of Mission Indians, California); 

Cachil DeHe Band of Wintun Indians of 

the Colusa Indian Community of the 

Colusa Rancheria, California; Cahto 

Tribe of the Laytonville Rancheria; 

Cahuilla Band of Indians; California 

Valley Miwok Tribe, California; Campo 

Band of Diegueno Mission Indians of 

the Campo Indian Reservation, 

California; Captain Grande Band of 

Diegueno Mission Indians of California 

(Barona Group of Captain Grande Band 

of Mission Indians of the Barona 

Reservation, California; Viejas (Baron 

Long) Group of Captain Grande Band of 

Mission Indians of the Viejas 

Reservation, California); Cedarville 

Rancheria, California; Chemehuevi 

Indian Tribe of the Chemehuevi 

Reservation, California; Cher-Ae Heights 

Indian Community of the Trinidad 

Rancheria, California; Chicken Ranch 

Rancheria of Me-Wuk Indians of 

California; Cloverdale Rancheria of 

Pomo Indians of California; Cocopah 

Tribe of Arizona; Cold Springs 

Rancheria of Mono Indians of 

California; Colorado River Indian Tribes 

of the Colorado River Indian 

Reservation, Arizona and California; 

Confederated Tribes of Siletz Indians of 

Oregon; Confederated Tribes of the 

Goshute Reservation, Nevada and Utah; 

Duckwater Shoshone Tribe of the 

Duckwater Reservation, Nevada; Dry 

Creek Rancheria Band of Pomo Indians, 

California; Eastern Shoshone Tribe of 

the Wind River Reservation, Wyoming; 

Elem Indian Colony of Pomo Indians of 

the Sulphur Bank Rancheria, California; 

Elk Valley Rancheria, California; Ely 

Shoshone Tribe of Nevada; Enterprise 

Rancheria of Maidu Indians of 

California; Ewiiaapaayp Band of 

Kumeyaay Indians, California; 

Federated Indians of Graton Rancheria, 

California; Fort Bidwell Indian 

Community of the Fort Bidwell 

Reservation of California; Fort 

Independence Indian Community of 

Paiute Indians of the Fort Independence 

Reservation, California; Fort McDermitt 

Paiute and Shoshone Tribes of the Fort 

McDermitt Indian Reservation, Nevada 

and Oregon; Fort McDowell Yavapai 

Nation, Arizona; Fort Mojave Indian 

Tribe of Arizona, California & Nevada; 

Fort Sill Apache Tribe of Oklahoma; 

Gila River Indian Community of the Gila 

River Indian Reservation, Arizona; 

Grindstone Indian Rancheria of WintunWailaki Indians of California; Havasupai 

Tribe of the Havasupai Reservation, 

Arizona; Hoopa Valley Tribe, California; 

Hopi Tribe of Arizona; Hopland Band of 

Pomo Indians, California; Hualapai 

Indian Tribe of the Hualapai Indian 

Reservation, Arizona; Iipay Nation of 

Santa Ysabel, California; Inaja Band of 

Diegueno Mission Indians of the Inaja 

and Cosmit Reservation, California; Ione 

Band of Miwok Indians of California; 

Jackson Band of Miwuk Indians; Jamul 

Indian Village of California; Kaibab 

Band of Paiute Indians of the Kaibab 

Indian Reservation, Arizona; Karuk 

Tribe; Kashia Band of Pomo Indians of 

the Stewarts Point Rancheria, California; 


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