Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)

ICR 202012-0938-005

OMB: 0938-1382

Federal Form Document

ICR Details
0938-1382 202012-0938-005
Active 202005-0938-009
HHS/CMS OC
Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)
No material or nonsubstantive change to a currently approved collection   No
Regular
Approved without change 12/11/2020
Retrieve Notice of Action (NOA) 12/07/2020
  Inventory as of this Action Requested Previously Approved
09/30/2023 09/30/2023 09/30/2023
1,001,750 0 1,001,750
133,933 0 51,750
0 0 0

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. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. 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. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Centers for Medicare and Medicaid Services (hereafter the Agency) to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery, and increase accountability by communicating about these efforts with the public.

EO: EO 12862 Name/Subject of EO: Customer Service Standards
  
None

Not associated with rulemaking

  85 FR 88596 02/14/2020
85 FR 28498 05/14/2020
No

0

  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 1,001,750 1,001,750 0 0 0 0
Annual Time Burden (Hours) 133,933 51,750 0 0 82,183 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
No
No
This is a non-sub change request.

$300,000
No
    No
    No
No
No
No
No
William Parham 4107864669

  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:
 
 
 
 
 
 
 
    (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;
 
 
 
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.
12/07/2020


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