A 11 Section 280 CX/UX

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
USAJOBS Customer Satisfaction Survey	Form and Instruction	New	Repair queued
USAJOBS Help Desk Satisfaction Survey	Form and Instruction	New	Repair queued
Form 3206-0276 OPM Retirement Services (RS) Services Online Survey	Form and Instruction	New	Repair queued
Form 3206-0276 FY 202X XX Quarter OPM Retirement Services Customer Satisfaction Survey	Form and Instruction	New	Repair queued
Form 3206-0276 USA Hire Assessment Satisfaction Survey	Form and Instruction	New	Repair queued
Form CSS1 Customer Satisfaction Survey	Form and Instruction	New	Repair queued
Form EC4 Incentive Memo	Form and Instruction	New	Repair queued
Form EC3 Conversation Guide	Form and Instruction	New	Repair queued
Form EC2 Testing Plan	Form and Instruction	New	Repair queued
Form EC1 Screener	Form and Instruction	New	Repair queued
Form 3206-0276 Hiring Experience Applicant Interview Guide	Form and Instruction	New	Repair queued
Form RS CX v2 RS CX Survey revised	Form and Instruction	New	Repair queued
Form CSS1 Customer Satisfaction Survey	Form and Instruction	New	Repair queued
Form USAJOBS HELPDESK USAJOBS HELPDESK	Form and Instruction	New	Repair queued
Form USAJOBS CX CX	Form and Instruction	New	Repair queued
Form RSCX v3 RS CX	Form	New	Repair queued
Form RS SOL Services Online Survey	Form and Instruction	New	Repair queued
Form RS Booklet Survey	Form and Instruction	New	Repair queued
Form UX1 Vets Interactivity UX	Form and Instruction	New	Repair queued
Supporting Statement B for OPM_A 11 Section 280 Improving Customer Experience_20201125.docx	Supporting Statement B	Uploaded 2020-11-25	Available
Supporting Statement A for OPM_A 11 Section 280 Improving Customer Experience_20201125.docx	Supporting Statement A	Uploaded 2020-11-25	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
267028	USAJOBS Customer Satisfaction Survey	Form and Instruction	New	USAJOBS Customer Satisfaction Survey
267027	USAJOBS Help Desk Satisfaction Survey	Form and Instruction	New	USAJOBS Help Desk Satisfaction Survey
266139	OPM Retirement Services (RS) Services Online Survey	Form and Instruction	New	OPM Retirement Services (RS) Services Online Survey
265946	FY 202X XX Quarter OPM Retirement Services Customer Satisfaction Survey	Form and Instruction	New	FY 202X XX Quarter OPM Retirement Services Customer Satisfaction Survey
264678	Help Improve the Plan Comparison Tool	Other-Survey Mock Up	New
263943	USA Hire Assessment Satisfaction Survey	Form and Instruction	New	USA Hire Assessment Satisfaction Survey
260208	OPM.gov and OPM Intranet Modernization User Engagement	Form and Instruction	New	Customer Satisfaction Survey
259920	Early Career Marketplace	Form and Instruction	New	Incentive Memo
259920	Early Career Marketplace	Form and Instruction	New	Conversation Guide
259920	Early Career Marketplace	Form and Instruction	New	Testing Plan
259920	Early Career Marketplace	Form and Instruction	New	Screener
258248	Hiring Experience Applicant Interview Guide	Form and Instruction	New	Hiring Experience Applicant Interview Guide
256910	RS CX Survey revised	Form and Instruction	New	RS CX Survey revised
255863	RS Survey	Form and Instruction	New	Customer Satisfaction Survey
254388	USAJOBS HELPDESK	Form and Instruction	New	USAJOBS HELPDESK
254387	USAJOBS A11 CX	Form and Instruction	New	CX
253629	OMB Life Experiences Approaching Retirement	Other-Consent Form	New
253326	Recovering From a Disaster	Other-Consent Form	New
253157	Life Experience: Birth and Early Childhood	Other-Consent Form	New
252996	Life Experience: Financial Hardship CX	Other-Conversation Guide	New
252411	CX Survey V3	Form	New	RS CX
248348	Retirement Services Online	Form and Instruction	New	Services Online Survey
248347	Retirement Booklet Survey	Form and Instruction	New	Survey
246225	USAJOBS Vet Interactive UX	Form and Instruction	New	Vets Interactivity UX
245377	CX Survey RS		New

ICR Details

OMB Control No: 3206-0276	ICR Reference No: 202011-3206-008
Status: Historical 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
Retrieve Notice of Action (NOA)	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.

table that charts list comparision

	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: 22

table that charts list of burden

IC Title	Form No.	Form Name
CX Survey RS
CX Survey V3	RSCX v3	RS CX
Early Career Marketplace	EC1, EC2, EC3, EC4	Screener ,   Testing Plan ,   Conversation Guide ,   Incentive Memo
FY 202X XX Quarter OPM Retirement Services Customer Satisfaction Survey	3206-0276	FY 202X XX Quarter OPM Retirement Services Customer Satisfaction Survey
Help Improve the Plan Comparison Tool
Hiring Experience Applicant Interview Guide	3206-0276	Hiring Experience Applicant Interview Guide
Life Experience: Birth and Early Childhood
Life Experience: Financial Hardship CX
OMB Life Experiences Approaching Retirement
OPM Retirement Services (RS) Services Online Survey	3206-0276	OPM Retirement Services (RS) Services Online Survey
OPM.gov and OPM Intranet Modernization User Engagement	CSS1	Customer Satisfaction Survey
RS CX Survey revised	RS CX v2	RS CX Survey revised
RS Survey	CSS1	Customer Satisfaction Survey
Recovering From a Disaster
Retirement Booklet Survey	RS Booklet	Survey
Retirement Services Online	RS SOL	Services Online Survey
USA Hire Assessment Satisfaction Survey	3206-0276	USA Hire Assessment Satisfaction Survey
USAJOBS A11 CX	USAJOBS CX	CX
USAJOBS Customer Satisfaction Survey	N/A	USAJOBS Customer Satisfaction Survey
USAJOBS HELPDESK	USAJOBS HELPDESK	USAJOBS HELPDESK
USAJOBS Help Desk Satisfaction Survey	N/A	USAJOBS Help Desk Satisfaction Survey
USAJOBS Vet Interactive UX	UX1	Vets Interactivity UX

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ICR Summary of Burden

table that charts list 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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