82672 Federal Register / Vol. 89, No. 198 / Friday, October 11, 2024 / Notices 

Florida: Nassau. 

All other information in the original 

declaration remains unchanged. 

(Catalog of Federal Domestic Assistance 

Number 59008) 

Rafaela Monchek, 

Deputy Associate Administrator, Office of 

Disaster Recovery & Resilience. 

[FR Doc. 2024–23579 Filed 10–10–24; 8:45 am] 

BILLING CODE 8026–09–P 

SMALL BUSINESS ADMINISTRATION 

Reporting and Recordkeeping 

Requirements Under OMB Review 

AGENCY: U.S. Small Business 

Administration. 

ACTION: Notice; request for comment. 

SUMMARY: The Small Business 

Administration has submitted the 

following information collection: 

Improving Customer Experience (OMB 

Circular A–11, Section 280 

Implementation), to the Office of 

Management and Budget (OMB) for 

approval under the Paperwork 

Reduction Act (PRA). 

DATES: Submit comments on or before 

November 12, 2024. 

ADDRESSES: Submit comments by the 

deadline stated in the DATES section 

above to: 

• www.reginfo.gov/public/do/ 

PRAMain. Find this particular 

information collection by selecting 

‘‘Currently under Review—Open for 

Public Comments’’ and searching for 

this information collection by title or 

OMB Control Number 3245–0404; and 

• Christine Illige Saucier, Lead 

Performance Analyst, 

Christine.IlligeSaucier@sba.gov. 

FOR FURTHER INFORMATION CONTACT: 

Submit requests for additional 

information, including requests for 

copies of the collection instrument and 

supporting documents to 

Christine.IlligeSaucier@sba.gov or Curtis 

B. Rich, Management Analyst, 

curtis.rich@sba.gov, 202–921–3356. 

SUPPLEMENTARY INFORMATION: 

Title: Improving Customer Experience 

(OMB Circular A–11, Section 280 

Implementation). 

OMB Control Number: 3245–0404. 

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 the Administration’s 

commitment to improving customer 

service delivery as discussed in Section 

280 of OMB Circular A–11 at https://

www.performance.gov/cx/a11-280.pdf. 

As discussed in OMB guidance, 

agencies should identify their highestimpact customer journeys (using 

customer volume, annual program cost, 

and/or knowledge of customer priority 

as weighting factors) and select 

touchpoints/transactions within those 

journeys to collect feedback. 

These 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 

www.performance.gov to help build 

transparency and accountability of 

Federal programs to the customers they 

serve. 

As a general matter, these information 

collections will not result in any new 

system of records containing privacy 

information and will not ask questions 

of a sensitive nature, such as sexual 

behavior and attitudes, religious beliefs, 

and other matters that are commonly 

considered private. The Small Business 

Administration 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 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. 

These collections will allow for 

ongoing, collaborative and actionable 

communications between the Agency, 

its customers, stakeholders, and OMB as 

it monitors agency compliance on 

Section 280. These responses will 

inform efforts to improve or maintain 

the quality of service offered to the 

public. If this information is not 

collected, vital feedback from customers 

and stakeholders on services will be 

unavailable. 

Type of Review: Extension. 

Affected Public: Individuals and 

Households, Businesses and 

Organizations, State, Local or Tribal 

Government. 

Estimated Number of Respondents: 

Below is a preliminary estimate of the 

aggregate burden hours for this 

information collection. 

Average Expected Annual Number of 

Activities: Approximately five types of 

customer experience activities such as 

feedback surveys, focus groups, user 

testing, and interviews. 

Average Number of Respondents per 

Activity: 1 response per respondent per 

activity. 

Annual Responses: 9,504,000. 

Average Minutes per Response: 3 

minutes–120 minutes, dependent upon 

activity. 

Burden Hours: Small Business 

Administration requests approximately 

477,750 burden hours. 

Burden means the total time, effort, or 

financial resources expended by persons 

to generate, maintain, retain, disclose, or 

provide information to or for a Federal 

agency. This includes the time needed 

to review instructions; to develop, 

acquire, install and utilize technology 

and systems for the purpose of 

collecting, validating and verifying 

information, processing and 

maintaining information, and disclosing 

and providing information; to train 

personnel and to be able to respond to 

a collection of information, to search 

data sources, to complete and review 

the collection of information; and to 

transmit or otherwise disclose the 

information. 


ddrumheller on DSK120RN23PROD with NOTICES1
Federal Register / Vol. 89, No. 198 / Friday, October 11, 2024 / Notices 82673 

Request for Comments: Comments are 

invited on: (a) Whether the collection of 

information is necessary for the proper 

performance of the functions of the 

agency, including whether the 

information shall have practical utility; 

(b) the accuracy of the agency’s estimate 

of the burden of the collection of 

information; (c) ways to enhance the 

quality, utility, and clarity of the 

information to be collected; (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; and (e) estimates of capital 

or start-up costs and costs of operation, 

maintenance, and purchase of services 

to provide information. 

Curtis Rich, 

Management Analyst. 

[FR Doc. 2024–23583 Filed 10–10–24; 8:45 am] 

BILLING CODE 8026–09–P 

SMALL BUSINESS ADMINISTRATION 

[Disaster Declaration #20732 and #20733; 

FLORIDA Disaster Number FL–20014] 

Presidential Declaration of a Major 

Disaster for Public Assistance Only for 

the State of Florida 

AGENCY: U.S. Small Business 

Administration. 

ACTION: Notice. 

SUMMARY: This is a Notice of the 

Presidential declaration of a major 

disaster for Public Assistance Only for 

the State of Florida (FEMA–4828–DR), 

dated 10/05/2024. 

DATES: Issued on October 5, 2024. 

Physical Loan Application Deadline 

Date: December 4, 2024. 

Economic Injury (EIDL) Loan 

Application Deadline Date: July 7, 2025. 

ADDRESSES: Visit the MySBA Loan 

Portal at https://lending.sba.gov to 

apply for a disaster assistance loan. 

FOR FURTHER INFORMATION CONTACT: 

Alan Escobar, Office of Disaster 

Recovery & Resilience, U.S. Small 

Business Administration, 409 3rd Street 

SW, Suite 6050, Washington, DC 20416, 

(202) 205–6734. 

SUPPLEMENTARY INFORMATION: Notice is 

hereby given that as a result of the 

President’s major disaster declaration on 

October 5, 2024, Private Non-Profit 

organizations that provide essential 

services of a governmental nature may 

file disaster loan applications online 

using the MySBA Loan Portal https://

lending.sba.gov or other locally 

announced locations. Please contact the 

SBA disaster assistance customer 

service center by email at 

disastercustomerservice@sba.gov or by 

phone at 1–800–659–2955 for further 

assistance. 

Incident: Hurricane Helene. 

Incident Period: September 23, 2024 

and continuing. 

The following areas have been 

determined to be adversely affected by 

the disaster: 

Primary Counties: Charlotte, Citrus, 

Columbia, Dixie, Franklin, 

Gadsden, Gilchrist, Gulf, Hamilton, 

Hernando, Jefferson, Lafayette, 

Leon, Levy, Liberty, Madison, 

Manatee, Pasco, Pinellas, Sarasota, 

Suwannee, Taylor, Wakulla. 

The Interest Rates are: 

Percent 

For Physical Damage: 

Non-Profit Organizations with 

Credit Available Elsewhere ... 3.250 

Non-Profit Organizations without Credit Available Elsewhere ..................................... 3.250 

For Economic Injury: 

Non-Profit Organizations without Credit Available Elsewhere ..................................... 3.250 

The number assigned to this disaster 

for physical damage is 207328 and for 

economic injury is 207330. 

(Catalog of Federal Domestic Assistance 

Number 59008) 

Rafaela Monchek, 

Deputy Associate Administrator, Office of 

Disaster Recovery & Resilience. 

[FR Doc. 2024–23572 Filed 10–10–24; 8:45 am] 

BILLING CODE 8026–09–P 

SMALL BUSINESS ADMINISTRATION 

[Disaster Declaration #20703 and #20704; 

SOUTH CAROLINA Disaster Number SC– 

20012] 

Presidential Declaration Amendment of 

a Major Disaster for the State of South 

Carolina 

AGENCY: U.S. Small Business 

Administration. 

ACTION: Amendment 5. 

SUMMARY: This is an amendment of the 

Presidential declaration of a major 

disaster for the State of South Carolina 

(FEMA–4829–DR), dated September 29, 

2024. 

DATES: Issued on October 6, 2024. 

Physical Loan Application Deadline 

Date: November 29, 2024. 

Economic Injury (EIDL) Loan 

Application Deadline Date: June 30, 

2025. 

ADDRESSES: Visit the MySBA Loan 

Portal at https://lending.sba.gov to 

apply for a disaster assistance loan. 

FOR FURTHER INFORMATION CONTACT: 

Alan Escobar, Office of Disaster 

Recovery & Resilience, U.S. Small 

Business Administration, 409 3rd Street 

SW, Suite 6050, Washington, DC 20416, 

(202) 205–6734. 

SUPPLEMENTARY INFORMATION: The notice 

of the President’s major disaster 

declaration for the State of South 

Carolina, dated September 29, 2024, is 

hereby amended to include the 

following areas as adversely affected by 

the disaster: 

Incident: Hurricane Helene. 

Incident Period: September 25, 2024 

and continuing. 

Primary Counties (Physical Damage and 

Economic Injury Loans): Jasper, 

York, and the Catawba Indian 

Nation. 

Contiguous Counties (Economic Injury 

Loans Only): 

South Carolina: Lancaster. 

North Carolina: Gaston, Mecklenburg. 

Georgia: Chatham. 

All other information in the original 

declaration remains unchanged. 

(Catalog of Federal Domestic Assistance 

Number 59008) 

Rafaela Monchek, 

Deputy Associate Administrator, Office of 

Disaster Recovery & Resilience. 

[FR Doc. 2024–23578 Filed 10–10–24; 8:45 am] 

BILLING CODE 8026–09–P 

SMALL BUSINESS ADMINISTRATION 

[Disaster Declaration #20699 and #20700; 

FLORIDA Disaster Number FL–20012] 

Presidential Declaration Amendment of 

a Major Disaster for the State of Florida 

AGENCY: U.S. Small Business 

Administration. 

ACTION: Amendment 1. 

SUMMARY: This is an amendment of the 

Presidential declaration of a major 

disaster for the State of Florida (FEMA– 

4828–DR), dated September 28, 2024. 

DATES: Issued on October 1, 2024. 

Physical Loan Application Deadline 

Date: November 27, 2024. 

Economic Injury (EIDL) Loan 

Application Deadline Date: June 30, 

2025. 

ADDRESSES: Visit the MySBA Loan 

Portal at https://lending.sba.gov to 

apply for a disaster assistance loan. 

FOR FURTHER INFORMATION CONTACT: 

Alan Escobar, Office of Disaster 

Recovery & Resilience, U.S. Small 

Business Administration, 409 3rd Street 


ddrumheller on DSK120RN23PROD with NOTICES1