[Federal Register Volume 87, Number 41 (Wednesday, March 2, 2022)]
[Notices]
[Pages 11709-11710]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-04307]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-XXXX; Docket No. 2021-0001; Sequence No. 16]


Submission for OMB Review; Improving Customer Experience (OMB 
Circular A-11, Section 280 Implementation)

AGENCY: General Services Administration.

ACTION: Notice; request for comment.

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SUMMARY: The General Services Administration (GSA) has under OMB review 
the following proposed Information Collection Request ``Improving 
Customer Experience (OMB Circular A-11, Section 280 Implementation)'' 
for approval under the Paperwork Reduction Act (PRA).

DATES: Submit comments on or before: April 1, 2022.

ADDRESSES: Written comments and recommendations for this 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.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Camille Tucker, U.S. General Services 
Administration, 1800 F Street NW, Washington, DC 20405, via phone at 
202-603-2666, or email to <a href="/cdn-cgi/l/email-protection#3754424443585a5245524f4752455e525954527750445619505841"><span class="__cf_email__" data-cfemail="7714020403181a1205120f0712051e121914123710041659101801">[email protected]</span></a>.

SUPPLEMENTARY INFORMATION:
    Title: Improving Customer Experience (OMB Circular A-11, Section 
280 Implementation).
    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 
highest-impact 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.
    GSA will only submit collections if they meet the following 
criteria.
    <bullet> The collections are voluntary;
    <bullet> 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;
    <bullet> The collections are non-controversial and do not raise 
issues of concern to other Federal agencies;
    <bullet> 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;
    <bullet> Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
    <bullet> Information gathered is intended to be used for general 
service improvement and program management purposes
    <bullet> Upon agreement between OMB and the agency all or a subset 
of information may be released as part of A-11, Section 280 
requirements only on performance.gov. Summaries of customer research 
and user testing activities may be included in public-facing customer 
journey maps or summaries.
    <bullet> Additional release of data must be done coordinated with 
OMB.
    These collections will allow for ongoing, collaborative and 
actionable communications between the Agency, its customers and 
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.

[[Page 11710]]

    Current Action: New Collection of Information.
    Type of Review: New.
    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 new collection. GSA will provide 
refined estimates of burden in subsequent notices.
    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: 2,001,550.
    Average Minutes per Response: 2 minutes--60 minutes, dependent upon 
activity.
    Burden Hours: GSA requests approximately 101,125 burden hours.
    Request for Comments: GSA 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.
    Obtaining Copies of Proposals: Requesters may obtain a copy of the 
information collection documents from the GSA Regulatory Secretariat 
Division, by calling 202-501-4755 or emailing <a href="/cdn-cgi/l/email-protection#65223624370002360006250216044b020a13"><span class="__cf_email__" data-cfemail="6d2a3e2c3f080a3e080e2d0a1e0c430a021b">[email protected]</span></a>.

Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-04307 Filed 3-1-22; 8:45 am]
BILLING CODE 6820-34-P


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