A 11 Section 280 CX/UX Collections

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form UX TESTING GUIDE UX TESTING (DEEP)	Form and Instruction	New	Repair queued
Form UX TESTING GUIDE UX TESTING (RAPID)	Form and Instruction	New	Repair queued
Form CX USAJOBS CX USAJOBS	Form and Instruction	New	Repair queued
Form CX RS CX Survey RS	Form and Instruction	New	Repair queued
Supporting Statement A for Agencies_A 11 Section 280..docx	Supporting Statement A	Uploaded 2020-11-20	Repair queued
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_06242019.docx	Supporting Statement B	Uploaded 2020-11-20	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
244582	UX TESTING (DEEP)	Form and Instruction	New
244581	UX TESTING (RAPID)	Form and Instruction	New
244580	UX FOCUS GROUPS	Instruction	New
244579	UX INTERVIEWS	Instruction	New
244578	CX USAJOBS	Form and Instruction	New
244577	CX Survey RS	Form and Instruction	New

ICR Details

OMB Control No:	ICR Reference No: 202011-3206-006
Status: Historical Inactive	Previous ICR Reference No:
Agency/Subagency: OPM	Agency Tracking No:
Title: A 11 Section 280 CX/UX Collections
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Improperly submitted	Conclusion Date: 11/23/2020
	Date Received in OIRA: 11/20/2020
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date		36 Months From Approved
Responses	0	0	0
Time Burden (Hours)	0	0	0
Cost Burden (Dollars)	0	0	0

---

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.whitehouse.gov/wp-content/uploads/2018/06/s280.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.

---

Authorizing Statute(s): None

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 135	07/14/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 225	11/20/2020
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 6

table that charts list of burden

IC Title	Form No.	Form Name
UX INTERVIEWS
CX Survey RS	CX RS	CX_RS
UX TESTING (DEEP)	UX TESTING GUIDE	UX TESTING
UX TESTING (RAPID)	UX TESTING GUIDE	UX TESTING
CX USAJOBS	CX USAJOBS	CX_USAJOBS
UX FOCUS GROUPS

---

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Changing Regulations

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: New CX/UX data collection requirements.

---

Annual Cost to Federal Government: $14,425,000

Does this IC contain surveys, censuses, or employ statistical methods? No

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     Yes

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     Yes

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

---

Common Form ICR:  No

---

On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 11/20/2020

---