Federal Register / Vol. 86, No. 108 / Tuesday, June 8, 2021 / Notices 30497 

abstract: Primary: Law Enforcement 

Agencies. 

(5) An estimate of the total number of 

respondents and the amount of time 

estimated for an average respondent to 

respond/reply: 

There will be approximately 1,424 

awardees submitting a COPS Progress 

Report on a semi-annually basis, or 

4,042 responses annually. The average 

estimated time to complete a progress 

report is 35 minutes per awardee 

submission. 

(6) An estimate of the total public 

burden (in hours) associated with the 

collection: 

0.4167 hours per respondent × 1424 

respondents × 2 (semi-annually 

response) = 2,848 annual hours 

Total Annual Respondent Burden: 

2,848 hours. 

If additional information is required 

contact: Melody D. Braswell, 

Department Clearance Officer, United 

States Department of Justice, Justice 

Management Division, Policy and 

Planning Staff, Two Constitution 

Square, 145 N Street NE, Room 

3E.405A, Washington, DC 20530. 

Dated: June 3, 2021. 

Melody D. Braswell, 

Department Clearance Officer for PRA, U.S. 

Department of Justice. 

[FR Doc. 2021–11963 Filed 6–7–21; 8:45 am] 

BILLING CODE 4410–AT–P 

DEPARTMENT OF JUSTICE 

[OMB Control No. 1103–NEW] 

Information Collection; Improving 

Customer Experience (OMB Circular 

A–11, Section 280 Implementation) 

AGENCY: Office of the Chief Information 

Officer, Department of Justice. 

ACTION: 60-Day notice. 

SUMMARY: The Department of Justice 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: 

August 9, 2021. 

ADDRESSES: Submit comments 

identified by Information Collection 

1103–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. 

• Mail: General Services 

Administration, Regulatory Secretariat 

Division (MVCB), 1800 F Street NW, 

Washington, DC 20405. ATTN: Ms. 

Mandell/IC 1103–NEW, A–11 Section 

280 Improving Customer Experience. 

Instructions: Please submit comments 

only and cite Information Collection 

1103–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-tothree business days after submission to 

verify posting (except allow 30 days for 

posting of comments submitted by 

mail). 

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. 

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, GSA 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. The De 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 

The Department will collect this 

information by electronic means when 

possible, as well as by mail, fax, 

telephone, technical discussions, and 

in-person interviews. The Department 

may also utilize observational 

techniques to collect this information. 

Data 

Form Number(s): None. 

Type of Review: New. 


jbell on DSKJLSW7X2PROD with NOTICES
30498 Federal Register / Vol. 86, No. 108 / Tuesday, June 8, 2021 / Notices 

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: 

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: $0. 

C. Public Comments 

The Department 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: June 2, 2021. 

Melody Braswell, 

Department Clearance Officer for PRA, U.S. 

Department of Justice. 

[FR Doc. 2021–11893 Filed 6–7–21; 8:45 am] 

BILLING CODE 4410–02–P 

DEPARTMENT OF JUSTICE 

[OMB Number 1122–NEW] 

Agency Information Collection 

Activities; Proposed eCollection 

eComments Requested 

AGENCY: Office on Violence Against 

Women, Department of Justice. 

ACTION: 60-Day notice. 

SUMMARY: The Department of Justice, 

Office on Violence Against Women 

(OVW) will be submitting the following 

information collection request to the 

Office of Management and Budget 

(OMB) for review and approval in 

accordance with the Paperwork 

Reduction Act of 1995. 

DATES: Comments are encouraged and 

will be accepted for 60 days until 

August 9, 2021. 

FOR FURTHER INFORMATION CONTACT: 

Written comments and/or suggestion 

regarding the items contained in this 

notice, especially the estimated public 

burden and associated response time, 

should be directed to Cathy Poston, 

Office on Violence Against Women, at 

202–514–5430 or Catherine.poston@

usdoj.gov. 

SUPPLEMENTARY INFORMATION: Written 

comments and suggestions from the 

public and affected agencies concerning 

the proposed collection of information 

are encouraged. Your comments should 

address one or more of the following 

four points: 

(1) Evaluate 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; 

(2) Evaluate the accuracy of the 

agency’s estimate of the burden of the 

proposed collection of information, 

including the validity of the 

methodology and assumptions used; 

(3) Enhance the quality, utility, and 

clarity of the information to be 

collected; and 

(4) 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, 

e.g., permitting electronic submission of 

responses. 

Overview of This Information 

Collection 

(1) Type of Information Collection: 

New collection. 

(2) Title of the Form/Collection: 

Advocate Skill & Knowledge Needs 

Assessment. 

(3) Agency form number, if any, and 

the applicable component of the 

Department of Justice sponsoring the 

collection: 1122–NEW. Sponsoring 

agency: U.S. Department of Justice, 

Office on Violence Against Women, 

which has supplied grant funds to the 

National Crime Victim Law Institute for 

a project of which the proposed survey 

is one component. 

(4) Affected public who will be asked 

or required to respond, as well as a brief 

abstract: Established in 1995, OVW 

administers financial and technical 

assistance to communities across the 

country that are developing programs, 

policies, and practices that combat 

domestic/dating violence, sexual 

assault, and stalking. OVW administers 

both formula-based and discretionary 

grant programs, established under the 

Violence Against Women Act (VAWA) 

and subsequent legislation. Recipients 

of OVW funds work through a 

coordinated community response to 

support victims and hold perpetrators 

accountable. The National Crime Victim 

Law Institute (NCVLI) receives funding 

to provide training and technical 

assistance to help community-based and 

system-based advocates work 

collaboratively to support victims, 

particularly with regard to their legal 

rights in criminal justice. The training 

and technical assistance OVW award 

granted to NCVLI is the first award 

focused on system-based advocates and 

the dynamic relationship between 

system-based advocates and their 

community partners. 

The purpose of this collection is twofold: (1) To determine front-line 

advocates’ (both system and community 

based) existing knowledge regarding 

victims’ legal rights, particularly in 

criminal justice processes; and (2) the 

existence (or non-existence) and quality 

of relationships between communityand system-based advocates in a 

jurisdiction that can aid appropriate 

referrals for coordinated or 

complementary services. This collection 

will identify existing skills and 

knowledge as well as gaps, together 

with barriers to meaningful 

collaboration among and between 

advocates. This collection is critical 

because effective advocacy that 

promotes survivor agency and physical 

and emotional safety requires 

collaboration and coordination of 

community-based and system-based 

advocates and training and technical 

assistance provided should fill gaps and 

build upon existing knowledge and 

skills. The collection tool was 

developed in collaboration with an 

Advisory Committee of subject matter 

experts after determining that there has 


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