Document ID: EPA-HQ-OMS-2021-0325-0001
Agency: epa
Document Type: Notice
Title: Agency Information Collection Activities; Proposals, Submissions, and Approvals: Improving Customer Experience  (OMB Circular A-11, Section 280 Implementation)
Posted Date: 2021-10-13T04:00Z

[Federal Register Volume 86, Number 195 (Wednesday, October 13, 2021)]
[Notices]
[Pages 56932-56933]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-22224]

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ENVIRONMENTAL PROTECTION AGENCY

[EPA-HQ-OMS-2021-0325; FRL- 9068-01-OMS]

Proposed Information Collection Request; Comment Request; 
Improving Customer Experience (OMB Circular A-11, Section 280 
Implementation)

AGENCY: Environmental Protection Agency (EPA).

ACTION: Notice.

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SUMMARY: The Environmental Protection Agency (EPA) is planning to 
submit an information collection request (ICR), Improving Customer 
Experience (OMB Circular A-11, Section 280 Implementation) (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. Before doing so, EPA is soliciting public 
comments on specific aspects of the proposed information collection as 
described below. This is request for approval of a new collection. 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.

DATES: Comments must be submitted on or before December 13, 2021.

ADDRESSES: Submit your comments, referencing Docket ID No. EPA-HQ-OMS-
2021-0325 online using 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.
    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.

FOR FURTHER INFORMATION CONTACT: Toni Krasnic, Customer Advocacy and 
Communications Division, Office of Customer Advocacy, Policy and 
Portfolio Management, Environmental Protection Agency, 1200 
Pennsylvania Ave. NW, Washington, DC 20460; telephone number: 202-564-
0984; email address: [email protected].

SUPPLEMENTARY INFORMATION: 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 https://www.epa.gov/dockets.
    Pursuant to section 3506(c)(2)(A) of the PRA, EPA is soliciting 
comments and information to enable it to: (i) 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; (ii) 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; (iii) enhance the quality, utility, and clarity of the 
information to be collected; and (iv) 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. EPA 
will consider the comments received and amend the ICR as appropriate. 
The final ICR package will then be submitted to OMB for review and 
approval. At that time, EPA will issue another Federal Register notice 
to announce the submission of the ICR to OMB and the opportunity to 
submit additional comments to OMB.
    Abstract: Creating 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. EPA 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.
    EPA will collect this information by electronic means when 
possible, as well as by mail, fax, telephone, technical discussions, 
and in-person interviews. EPA may also utilize observational techniques 
to collect this information.
    Form Numbers: None.
    Respondents/affected entities: 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-for-profit institutions; State, local or tribal 
governments; Federal government; and Universities.
    Respondent's obligation to respond: Voluntary.
    Estimated number of respondents: 2,001,550 (total).
    Frequency of response: Varies.
    Total estimated burden: 101,125 hours (per year). Burden is defined 
at 5 CFR 1320.03(b).
    Total estimated cost: $0 (per year), includes $0 annualized capital 
or operation & maintenance costs.

[[Page 56933]]

    Changes in estimates: This is a new collection.

Krysti Wells,
Director, Office of Customer Advocacy, Policy and Portfolio Management.
[FR Doc. 2021-22224 Filed 10-12-21; 8:45 am]
BILLING CODE 6560-50-P