Document ID: EPA-HQ-OMS-2021-0325-0002
Agency: epa
Document Type: Notice
Title: Agency Information Collection Activities; Proposals, Submissions, and Approvals: Improving Customer Service
Posted Date: 2023-04-07T04:00Z

[Federal Register Volume 88, Number 64 (Tuesday, April 4, 2023)]
[Notices]
[Pages 19952-19953]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-06966]

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ENVIRONMENTAL PROTECTION AGENCY

[EPA-HQ-OMS-2021-0325; FRL-10864-01-OMS]

Agency Information Collection Activities; Submission to the 
Office of Management and Budget for Review and Approval; Comment 
Request; Improving Customer Service

AGENCY: Environmental Protection Agency (EPA).

ACTION: Notice.

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SUMMARY: The Environmental Protection Agency (EPA) has submitted an 
information collection request (ICR), Improving Customer Service (EPA 
ICR Number 2687.01, OMB Control Number 2030-NEW) to the Office of 
Management and Budget (OMB) for review and approval in accordance with 
the Paperwork Reduction Act. This is a proposed new ICR. Public 
comments were previously requested via the Federal Register on October 
13, 2021, during a 60-day comment period. This notice allows for an 
additional 30 days for public comments.

DATES: Comments may be submitted on or before May 4, 2023.

ADDRESSES: Submit your comments, referencing Docket ID Number EPA-HQ-
OMS-2021-0325, to EPA online using https://www.regulations.gov/ (our 
preferred method) or by mail to EPA Docket Center, Environmental 
Protection Agency, Mail Code 28221T, 1200 Pennsylvania Ave. NW, 
Washington, DC 20460. The EPA's policy is that all comments received 
will be included in the public docket without change including any 
personal information provided, unless the comment includes profanity, 
threats, information claimed to be Confidential Business Information 
(CBI) or other information whose disclosure is restricted by statute.
    Submit written comments and recommendations to OMB for the proposed 
information collection within 30 days of publication of this notice to 
www.reginfo.gov/public/do/PRAMain. Find this particular information

[[Page 19953]]

collection by selecting ``Currently under 30-day Review--Open for 
Public Comments'' or by using the search function.

FOR FURTHER INFORMATION CONTACT: Augusto Cangahuala, Office of Customer 
Advocacy, Policy, and Portfolio Management, U.S. Environmental 
Protection Agency, 1200 Pennsylvania Ave. NW, Washington, DC 20460; 
telephone number: 202-564-1646; email address: 
[email protected].

SUPPLEMENTARY INFORMATION: This is a new ICR. 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 OMB 
control number.
    Public comments were previously requested via the Federal Register 
on October 13, 2021, during a 60-day comment period (86 FR 56932). This 
notice allows for an additional 30 days for public comments. Supporting 
documents, which explain in detail the information that the EPA will be 
collecting, are available in the public docket for this ICR. The docket 
can be viewed online at www.regulations.gov or in person at the EPA 
Docket Center, WJC West, Room 3334, 1301 Constitution Ave. NW, 
Washington, DC. The telephone number for the Docket Center is 202-566-
1744. For additional information about EPA's public docket, visit 
http://www.epa.gov/dockets.
    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.
    The Environmental Protection Agency will only submit collections if 
they meet the following criteria.
     The collections are voluntary.
     The collections are low burden for respondents (based on 
total burden hours or burden-hours per respondent) and are low cost for 
respondents and the Federal Government.
     The collections are non-controversial and do not raise 
issues of concern to 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 to 
the extent necessary and 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 public-facing 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.
    Form Numbers: None.
    Respondents/affected entities: Individuals and entities who have 
experience with the program or may have experience with the program in 
the near future.
    Respondent's obligation to respond: Voluntary.
    Estimated number of respondents: 2,001,550 (total).
    Frequency of response: On occasion.
    Total estimated burden: 101,125 hours.
    Estimated annual cost: There are no annualized capital/startup or 
operation & maintenance costs.
    Changes in estimates: This is a new collection.

Courtney Kerwin,
Director, Regulatory Support Division.
[FR Doc. 2023-06966 Filed 4-3-23; 8:45 am]
BILLING CODE 6560-50-P