2458 Federal Register / Vol. 87, No. 10 / Friday, January 14, 2022 / Notices 

OFFICE OF MANAGEMENT AND 

BUDGET 

[OMB Control No. O348–NEW] 

Information Collection; Improving 

Customer Experience (OMB Circular 

A–11, Section 280 Implementation) 

AGENCY: The Office of Management and 

Budget. 

ACTION: Notice; request for comment. 

SUMMARY: The Office of Management 

and Budget (OMB) 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: Submit comments on or before: 

March 15, 2022. 

ADDRESSES: Submit comments 

identified by Information Collection 

0348–NEW, 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. 

Instructions: Please submit comments 

only and cite Information Collection 

0348–NEW, 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 to 

three 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 Amira Boland, 

Office of Management and Budget, 725 

17th St. NW, Washington, DC 20006, 

202–395–0380, or via email to 

amira.c.boland@omb.eop.gov. 

SUPPLEMENTARY INFORMATION: 

A. Purpose 

Under the PRA, (44 U.S.C. 3501– 

3520) Federal Agencies must obtain 

approval from 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. 

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, OMB is 

publishing notice of the proposed 

collection of information set forth in 

this document. 

Whether seeking a loan, Social 

Security benefits, veterans 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 on Forrester’s 2020 

CX Index, the Federal sector’s average 

score is 10.7 points behind the private 

sector average and lower than any other 

industry or sector studied. Nearly half of 

the bottom 5% of the U.S. CX Index 

Rankings are Federal agencies. 

The President’s Management Agenda 

(see https://www.performance.gov/PMA) 

prioritizes efforts to improve the 

experience of those the Government 

serves—all of the people, families, 

businesses, organizations, and 

communities across America, especially 

those communities that have been 

historically underserved by 

Government, when they use 

Government services. This focus on 

customer experience will not only 

improve the delivery, efficiency, 

security, and effectiveness of our 

Government programs, it will advance 

equity and enhance everyday 

interactions with public services and 

uplift the lives of those who need them 

the most. To support this, OMB Circular 

A–11 Section 280 establishes 

Government-wide standards for mature 

customer experience organizations in 

government and measurement. In order 

for Federal programs to design and 

deliver the experience taxpayers 

deserve, they must often undertake 

three general categories of activities: 

Conduct ongoing customer research, 

gather and share customer feedback, and 

test services and digital products. Both 

the PMA and Section 280 charge the 

President’s Management Council—the 

primary Government-wide body that 

advises the President and OMB on 

management issues that span agencies— 

with the routine designation of crossagency ‘‘life experiences’’ for 

improvement (such as turning 65, 

surviving a natural disaster, or having a 

child) that do not fit neatly within one 

agency’s mission area. 

For these projects, OMB designers and 

staff, such as the those on the Federal 

Customer Experience team or at the U.S. 

Digital Service, may lead and coordinate 

information collections in service of 

cross-agency life experience 

improvement efforts. 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. OMB 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, where appropriate. 

The results of the data collected will 

be used to improve the delivery of 

Federal services and programs, and in 

particular, those experiences that are 

more Government-wide in nature. It will 

include the creation of customer 

personas, customer journey maps (for a 

definition of and more information on 

customer personas and journey maps, 

see https://performance.gov/cx/ 

projects), 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 

OMB will collect this information by 

electronic means when possible, as well 

as by mail, fax, telephone, technical 

discussions, and in-person interviews. 

OMB may also utilize observational 

techniques to collect this information. 

Data 

Form Number(s): None. 

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 


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Federal Register / Vol. 87, No. 10 / Friday, January 14, 2022 / Notices 2459 

1 44 U.S.C. 3583(a). ‘‘Statistical agencies or units’’ 

are those agencies or organizational units 

designated by the Director of OMB pursuant to 44 

U.S.C. 3562(a). 

2 44 U.S.C. 3504(e). 

3 5 U.S.C. 314. 

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, Tribal, or 

territorial governments; and 

universities. 

Estimated Number of Respondents: 

2,001,550. 

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: 101,125. 

Estimated Total Annual Cost to 

Public: $2,737,454. 

C. Public Comments 

OMB 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 or included 

in the request for OMB approval of this 

information collection; they also will 

become a matter of public record. 

Jason S. Miller, 

Deputy Director of Management. 

[FR Doc. 2022–00662 Filed 1–13–22; 8:45 am] 

BILLING CODE 3110–01–P 

OFFICE OF MANAGEMENT AND 

BUDGET 

The Interagency Council on Statistical 

Policy’s Recommendation for a 

Standard Application Process (SAP) 

for Requesting Access to Certain 

Confidential Data Assets 

AGENCY: Office of Information and 

Regulatory Affairs, Office of 

Management and Budget, Executive 

Office of the President. 

ACTION: Notice of solicitation of 

comments. 

SUMMARY: As part of the implementation 

of the Foundations for Evidence-Based 

Policymaking Act of 2018, the Office of 

Management and Budget (OMB) 

requests comments on the Interagency 

Council on Statistical Policy’s 

recommendation for a Standard 

Application Process (SAP) for 

requesting access to certain confidential 

data assets. The SAP is to be a process 

through which agencies, the 

Congressional Budget Office, State, 

local, and Tribal governments, 

researchers, and other individuals, as 

appropriate, may apply to access 

confidential data assets accessed or 

acquired by a statistical agency or unit 

for the purposes of developing evidence. 

This new process would be 

implemented while maintaining 

stringent controls to protect 

confidentiality and privacy, as required 

by the law. 

DATES: To ensure consideration of 

comments on this Notice, comments 

must be provided in writing no later 

than 60 days from the publication date 

of this notice. Because of delays in the 

receipt of regular mail related to 

security screening, respondents are 

encouraged to send comments 

electronically (see ADDRESSES, below). 

ADDRESSES: Comments may be sent via 

www.regulations.gov—a Federal EGovernment website that allows the 

public to find, review, and submit 

comments on documents that agencies 

have published in the Federal Register 

and that are open for comment. Simply 

type ‘‘OMB–2022–0001’’ (in quotes) in 

the Comment or Submission search box, 

click Go, and follow the instructions for 

submitting comments. Comments 

received by the date specified above 

will be included as part of the official 

record. 

Comments submitted in response to 

this notice may be made available to the 

public and are subject to disclosure 

under the Freedom of Information Act. 

For this reason, please do not include in 

your comments information of a 

confidential nature, such as sensitive 

personal information or proprietary 

information. If you send an email 

comment, your email address will be 

automatically captured and included as 

part of the comment that is placed in the 

public docket; however, 

www.regulations.gov does include the 

option of commenting anonymously. 

Please note that responses to this public 

comment request containing any routine 

notice about the confidentiality of the 

communication will be treated as public 

comments that may be made available to 

the public notwithstanding the 

inclusion of the routine notice. 

Electronic Availability: Federal 

Register notices are available 

electronically at 

www.federalregister.gov/. 

FOR FURTHER INFORMATION CONTACT: For 

information about this request for 

comments, contact Rochelle Martinez, 

OMB, Statistical_Directives@

omb.eop.gov, 9242 New Executive 

Office Building, 725 17th St. NW, 

Washington, DC 20503, telephone (202) 

395–5897. 

SUPPLEMENTARY INFORMATION: OMB is 

issuing a request for comment under the 

Foundations for Evidence-Based 

Policymaking Act of 2018, Public Law 

115–435, 132 stat. 5529 (2019), hereafter 

referred to as the Evidence Act. 

Specifically, the Evidence Act 

requires OMB to establish a process 

through which agencies, the 

Congressional Budget Office, State, 

local, and Tribal governments, 

researchers, and other individuals, as 

appropriate, may apply for access to 

confidential data assets accessed or 

acquired by a statistical agency or unit.1

This new process would be 

implemented while maintaining 

stringent controls to protect 

confidentiality and privacy, as required 

by the law. In addition, under the 

Paperwork Reduction Act, the 

Interagency Council on Statistical Policy 

(ICSP) is to advise and assist the 

Director of OMB in coordinating the 

Federal statistical system and setting 

statistical policy.2 The ICSP is chaired 

by the Chief Statistician of the United 

States and membership includes the 

heads of the 13 recognized statistical 

agencies, or in the case of an agency that 

does not have a statistical agency or 

unit, the agency’s Statistical Official.3

In that capacity, and in order for the 

statistical system to comply with this 

Evidence Act requirement, the ICSP 

submitted a set of recommendations to 

OMB for a policy that would establish 

a standard application process (SAP) for 

requesting access to certain confidential 

data assets accessed or acquired by 

designated statistical agencies and units. 

OMB’s Office of the Chief Statistician, 

within the Office of Information and 

Regulatory Affairs (OIRA), relies on 

public comment and subject matter 

expertise across the Federal government 

when establishing OMB policies or 

guidance for efficient coordination of 

Federal statistics. Accordingly, OMB is 

seeking public comment on the ICSP’s 

recommendations. 

Applicability 

The proposed policy would impose 

requirements on all recognized 


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