This section of the FEDERAL REGISTER

contains documents other than rules or

proposed rules that are applicable to the

public. Notices of hearings and investigations,

committee meetings, agency decisions and

rulings, delegations of authority, filing of

petitions and applications and agency

statements of organization and functions are

examples of documents appearing in this

section.

Notices Federal Register

13033 

Vol. 89, No. 35 

Wednesday, February 21, 2024 

AGENCY FOR INTERNATIONAL 

DEVELOPMENT 

[OMB Control No. 0412–0609] 

Information Collection; Improving 

Customer Experience (OMB Circular 

A–11, Section 280 Implementation) 

AGENCY: U.S. Agency for International 

Development 

ACTION: Notice of information collection; 

request for comment. 

SUMMARY: The U.S. Agency for 

International Development as part of its 

continuing effort to reduce paperwork 

and respondent burden, is announcing 

an opportunity for public comment on 

a new 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 

new collection proposed by the Agency. 

DATES: All comments should be 

submitted within 60 calendar days from 

the date of this publication. 

ADDRESSES: Submit comments 

identified by Information Collection 

0412–0609, Improving Customer 

Experience (OMB Circular A–11, 

Section 280 Implementation), by any of 

the following methods: 

• Federal eRulemaking portal: 

https://www.regulations.gov. Follow the 

instructions for submitting comments. 

Comments submitted electronically, 

including attachments to https://

www.regulations.gov, will be posted to 

the docket unchanged. 

• Mail: General Services 

Administration, Regulatory Secretariat 

Division (MVCB), 1800 F Street NW, 

Washington, DC 20405. ATTN: Ms. 

Mandell/IC 0412–0609, A–11 Section 

280 Improving Customer Experience. 

Instructions: Please submit comments 

only and cite Information Collection 

0412–0609, Improving Customer 

Experience (OMB Circular A–11, 

Section 280 Implementation), in all 

correspondence related to this 

collection. To confirm receipt of your 

comment(s), please check 

regulations.gov, approximately two-tothree business days after submission to 

verify posting (except allow 30 days for 

posting of comments submitted by 

mail). 

FOR FURTHER INFORMATION CONTACT: 

Requests for additional information 

should be directed to Allana Welch, 

USAID Digital Strategy Lead, Bureau for 

Inclusive Growth, Partnerships, and 

Innovation; Innovation, Technology, 

and Research Hub; Technology Division 

(IPI/ITR/T) via email to alwelch@

usaid.gov or by phone to 202–712–4120. 

SUPPLEMENTARY INFORMATION: 

A. Purpose 

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 for 

the Agency. Section 3506(c)(2)(A) of the 

PRA requires Federal Agencies to 

provide a 60-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, USAID 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 

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. USAID 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. 

Method of Collection: USAID will 

collect this information by electronic 

means when possible, as well as by 

mail, fax, telephone, technical 

discussions, and in-person interviews. 

USAID may also utilize observational 

techniques to collect this information. 

Data: 

Form Number(s): None. 


khammond on DSKJM1Z7X2PROD with NOTICES
13034 Federal Register / Vol. 89, No. 35 / Wednesday, February 21, 2024 / Notices 

Type of Review: New. 

B. Annual Reporting Burden 

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 a Federal Government 

agency or program, either directly or via 

a Federal contractor. This could include 

individuals or households; businesses 

or other for-profit organizations; not-forprofit institutions; State, local or Tribal 

governments; Federal Government; and 

Universities. 

Estimated Number of Respondents: 

1,000,775. 

Estimated 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. 

Estimated Total Annual Burden 

Hours: 50,563. 

Estimated Total Annual Cost to 

Public: $0. 

C. Public Comments 

USAID invites comments on: (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 

approval of this information collection; 

they also will become a matter of public 

record. 

Dated: February 15, 2024. 

Allana Welch, 

USAID Digital Strategy Lead, IPI/ITR/T. 

[FR Doc. 2024–03505 Filed 2–20–24; 8:45 am] 

BILLING CODE 6116–01–P 

DEPARTMENT OF AGRICULTURE 

Submission for OMB Review; 

Comment Request 

The Department of Agriculture has 

submitted the following information 

collection requirement(s) to OMB for 

review and clearance under the 

Paperwork Reduction Act of 1995, 

Public Law 104–13. Comments are 

requested regarding; whether the 

collection of information is necessary 

for the proper performance of the 

functions of the agency, including 

whether the information will have 

practical utility; the accuracy of the 

agency’s estimate of burden including 

the validity of the methodology and 

assumptions used; ways to enhance the 

quality, utility and clarity of the 

information to be collected; and ways to 

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. 

Comments regarding this information 

collection received by March 22, 2024 

will be considered. Written comments 

and recommendations for the proposed 

information collection should be 

submitted within 30 days of the 

publication of this notice on the 

following website www.reginfo.gov/ 

public/do/PRAMain. Find this 

particular information collection by 

selecting ‘‘Currently under 30-day 

Review—Open for Public Comments’’ or 

by using the search function. An agency 

may not conduct or sponsor a collection 

of information unless the collection of 

information displays a currently valid 

OMB control number and the agency 

informs potential persons who are to 

respond to the collection of information 

that such persons are not required to 

respond to the collection of information 

unless it displays a currently valid OMB 

control number. 

Food and Nutrition Service 

Title: Nutrition Assistance Program 

(SNAP)-Waiver Requests to Offer 

Incentives to SNAP Recipients at SNAP 

Authorized Stores. 

OMB Control Number: 0584–NEW. 

Summary of Collection: SNAP equal 

treatment provisions at 7 CFR 278.2(b) 

and 7 CFR 274.7(f) require that SNAP 

recipients receive treatment equal to 

that received by other customers at all 

stores authorized to participate in SNAP 

with the exception that sales tax may 

not be charged on eligible foods 

purchased with SNAP benefits. This 

equal treatment provision prohibits both 

negative treatment (such as 

discriminatory practices) as well as 

preferential treatment (such as incentive 

programs). Pursuant to Section 4008 of 

the Agriculture Improvement Act of 

2018, Public Law 115–334 (2018 Farm 

Bill), individual SNAP authorized 

retailers (or private organizations or 

governmental entities, which partner 

with authorized stores) may request that 

FNS waive the SNAP equal treatment 

provisions in order to be allowed to 

implement an incentive program the 

meets the requirements under 7 U.S.C. 

2018(j) to encourage SNAP recipients to 

purchase healthier foods. Most SNAP 

authorized stores that offer incentives to 

SNAP recipients are either farmers’ 

markets or part of a federally funded 

grant program that is authorized by 

statute, including the Gus Schumacher 

Nutrition Incentive Program (GusNIP) 

administered by the USDA’s National 

Institute of Food and Agriculture 

(NIFA), and the Healthy Fluid Milk 

Incentive (HFMI) project administered 

by the Food and Nutrition Service. 

Need and Use of the Information: 

Farmers markets are authorized to 

provide incentives to SNAP recipients 

under a blanket FNS waiver of the 

SNAP equal treatment provision, 

specifically for farmers’ markets. Only 

incentive projects that are funded 

outside of a Federal grant, other than 

projects funded by farmers’ markets, are 

required to have a waiver from FNS to 

provide incentives to SNAP households 

at authorized SNAP retailer locations. 

FNS provided incentive waivers to 

SNAP retailers prior to passage of the 

2018 Farm Bill under FNS’ regular 

waiver process and has been providing 

the waivers under a streamlined 

approach since 2020. Over the past 3 

years, FNS has received an average of 

nine incentive waiver requests that 

generally cover multiple retailer 

locations, and we expect those numbers 

to increase over the next 5 years. With 

this new streamlined process, the 

Department estimates that out of 

254,350 authorized retailers that 

participate in our program, 

approximately 730 different retailers 

would be covered under 15 different 

incentive waiver requests annually. 

Description of Respondents: State, 

Local, or Tribal Government. 

Number of Respondents: 15. 

Frequency of Responses: Reporting: 

Annually. 

Total Burden Hours: 30. 

Rachelle Ragland-Greene, 

Acting Departmental Information Collection 

Clearance Officer. 

[FR Doc. 2024–03485 Filed 2–20–24; 8:45 am] 

BILLING CODE 3410–30–P 


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