A 11 Section 280 CX/UX

Forms and Documents

Document Name	Status
Supporting Statement B for OPM_A 11 Section 280 Improving Customer Experience_20201125.docx Supporting Statement B	2020-11-25
Supporting Statement A for OPM_A 11 Section 280 Improving Customer Experience_20201125.docx Supporting Statement A	2020-11-25

IC Document Collections

IC ID	Document Title	Status
245377	CX Survey RS	New

ICR Details

OMB Control No: 3206-0276	ICR Reference No: 202011-3206-008
Status: Active	Previous ICR Reference No:
Agency/Subagency: OPM	Agency Tracking No:
Title: A 11 Section 280 CX/UX
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: Approved with change	Conclusion Date: 12/30/2020
	Date Received in OIRA: 11/25/2020
Terms of Clearance: OMB approves this collection for a period of three years. To request approval of information collections under this generic approval, OPM must do the following: 1) provide a generic clearance template for each instrument; 2) if the agency is using multiple modes of collection (e.g. paper forms and electronic submissions) the same generic clearance template can be used but screen shots of electronic submissions and the paper forms must be provided; 3) each generic clearance template must be uploaded as a Supplementary document using a naming convention that allows the public to identify the associated instrument.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2023	36 Months From Approved
Responses	1,009,850	0	0
Time Burden (Hours)	252,975	0	0
Cost Burden (Dollars)	14,452,500	0	0

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Abstract: In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards”
  

Citations for New Statutory Requirements: None

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

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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

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Number of Information Collection (IC) in this ICR: 0

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	1,009,850	0	0	1,009,850	0	0
Annual Time Burden (Hours)	252,975	0	0	252,975	0	0
Annual Cost Burden (Dollars)	14,452,500	0	0	14,452,500	0	0

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: Meeting CX and UX requirements for A11 Section 280 for Retirement and USAJOBS.

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Annual Cost to Federal Government: $14,527,495

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.     No

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

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Common Form ICR:  No

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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: 11/25/2020

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