Federal Register / Vol. 86, No. 132 / Wednesday, July 14, 2021 / Notices 37177 

DEPARTMENT OF HOUSING AND 

URBAN DEVELOPMENT 

[Docket No. FR–7034–N–37] 

30-Day Notice of Proposed Information 

Collection: Improving Customer 

Experience (OMB Circular A–11, 

Section 280) OMB Control Number: 

New Collection 

AGENCY: Office of the Chief Information 

Officer, Housing and Urban 

Development (HUD). 

ACTION: Notice. 

SUMMARY: The U.S. Department of 

Housing and Urban Development 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). HUD has 

submitted the proposed information 

collection requirement described below 

to the Office of Management and Budget 

(OMB) for review, in accordance with 

the Paperwork Reduction Act. The 

purpose of this notice is to allow for an 

additional 30 days of public comment. 

DATES: Comments Due Date: August 13, 

2021. 

ADDRESSES: Submit comments 

identified by Information Collection 

3090–XXXX, 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 3090–XXXX, Improving 

Customer Experience (OMB Circular A– 

11, Section 280 Implementation). 

Instructions: Please submit comments 

only and cite Information Collection 

3090–XXXX, 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 Amira Boland, 

Office of Management and Budget, 725 

17th St NW, Washington, DC 20006, or 

via email to amira.c.boland@

omb.eop.gov. 

SUPPLEMENTARY INFORMATION: 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. U.S. Department of 

Housing and Urban Development 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 and do not raise issues of 

concern to other Federal agencies; 

• 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; 

• 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 publicfacing customer journey maps or 

summaries. 

• 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. This notice informs the 

public that HUD has submitted to OMB 

a request for approval of the information 

collection described in Section A. The 

Federal Register notice that solicited 

public comment on the information 

collection for a period of 60 days was 

published on January 27, 2021 at 86 FR 

7302. 

A. Overview of Information Collection 

Title of Information Collection: 

Information Collection; Improving 

Customer Experience (OMB Circular A– 

11, Section 280. 

OMB Approval Number: Pending. 

Type of Request: New. 

Form Number: None. 

Affected Public: Individuals and 

Households, Businesses and 

Organizations, State, Local or Tribal 

Government. 

Description of the need for the 

information and proposed use: 

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. 

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 


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37178 Federal Register / Vol. 86, No. 132 / Wednesday, July 14, 2021 / Notices 

information, including each proposed 

extension of an existing collection of 

information, before submitting the 

collection to OMB for approval. To 

comply with this requirement, HUD 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 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. HUD 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: 

HUD will collect this information by 

electronic means when possible, as well 

as by mail, fax, telephone, technical 

discussions, and in-person interviews. 

HUD may also utilize observational 

techniques to collect this information. 

Below is a preliminary estimate of the 

aggregate burden hours for this new 

collection. The U.S. Department of 

Housing and Urban Development 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: 500,000. 

Average Minutes per Response: 2 

minutes–60 minutes, dependent upon 

activity. 

Burden Hours: The U.S. Department 

of Housing and Urban Development 

requests approximately 25,000 burden 

hours. 

B. Solicitation of Public Comment 

This notice is soliciting comments 

from members of the public and affected 

parties concerning the collection of 

information described in Section A on 

the following: Comments submitted in 

response to this notice will be 

summarized and/or included in the 

request for OMB approval. 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. 

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. 

All written comments will be 

available for public inspection 

Regulations.gov. 

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 

Office of Management and Budget 

control number. 

HUD encourages interested parties to 

submit comment in response to these 

questions. 

C. Authority 

Section 3507 of the Paperwork 

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

Chapter 35. 

Colette Pollard, 

Department Reports Management Officer, 

Office of the Chief Information Officer. 

[FR Doc. 2021–14397 Filed 7–13–21; 8:45 am] 

BILLING CODE 4210–67–P 

DEPARTMENT OF THE INTERIOR 

Fish and Wildlife Service 

[FWS–R4–ES–2021–N014; 

FXES11130900000C2–201–FF09E32000] 

Endangered and Threatened Wildlife 

and Plants; Initiation of 5-Year Status 

Reviews for 37 Southeastern Species 

AGENCY: Fish and Wildlife Service, 

Interior. 

ACTION: Notice of initiation of reviews; 

request for information. 

SUMMARY: We, the U.S. Fish and 

Wildlife Service, are initiating 5-year 

status reviews for 37 species under the 

Endangered Species Act, as amended. A 

5-year review is an assessment of the 

best scientific and commercial data 

available at the time of the review. We 

are requesting submission of any such 

information that has become available 

since the previous status review for each 

species. 

DATES: To allow us adequate time to 

conduct these reviews, we must receive 

your comments or information on or 

before September 13, 2021. However, 

we will continue to accept new 


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