Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280

Forms and Documents

Document	Type	Status	Availability
Supporting Statement A - DOC A 11 Section 280 Improving Customer Experience Revised with NSC 2021-02-03).docx	Supporting Statement A	Uploaded 2021-02-03	Repair queued
Justification for NSC Request 0690-0035.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2021-02-03	Repair queued
DOC ICR Template_A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2020-07-30	Repair queued
Supporting Statement B - DOC A 11 Section 280 Improving Customer Experience.docx	Supporting Statement B	Uploaded 2020-07-30	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
244073	Office Action Quality Survey for Trademarks	Other-CX Invitation Email Office Action Evaluation Survey	Unchanged
243801	USPTO Website on Desktop Survey	Other-USPTO-WebsiteDesktop-QuestionList	Unchanged
243800	Trademark Application Prosecution – Office Actions Survey	Other-USPTO-Trademarks-OfficeAction-QuestionList	Unchanged
243799	Trademark Assistance Center Feedback	Other-USPTO-TM-TrademarkAssistanceCenter-QuestionList	Unchanged
243797	USPTO Website on Mobile Survey	Other-USPTO-WebsiteMobile-QuestionList	Unchanged
243796	USPTO Patent, OCIO and OCFO Contact Centers Survey	Other-Copy of USPTO, Patent OCIO and OCFO Contact Centers Questi	Unchanged
243784	Authenticated Digital Experience (formerly titled the "MyUSPTO.gov" survey)	Other-Copy of MyUSPTO Desktop Informational Question List	Unchanged

ICR Details

OMB Control No: 0690-0035	ICR Reference No: 202102-0690-001
Status: Received in OIRA	Previous ICR Reference No: 202007-0690-004
Agency/Subagency: DOC/OS	Agency Tracking No:
Title: Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 02/10/2021

	Requested	Previously Approved
Expiration Date	09/30/2023	09/30/2023
Responses	752,925	752,925
Time Burden (Hours)	55,471	55,471
Cost Burden (Dollars)	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. 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.

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Authorizing Statute(s): None

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 33085	06/01/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 47341	08/05/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 7

IC Title	Form No.	Form Name
USPTO Website on Mobile Survey
USPTO Website on Desktop Survey
Trademark Application Prosecution – Office Actions Survey
Trademark Assistance Center Feedback
Authenticated Digital Experience (formerly titled the "MyUSPTO.gov" survey)
USPTO Patent, OCIO and OCFO Contact Centers Survey
Office Action Quality Survey for Trademarks

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ICR Summary of Burden

	Total Request	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	752,925	752,925	0	0	0	0
Annual Time Burden (Hours)	55,471	55,471	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

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

Burden Increase Due to:

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

Burden Reduction Due to:

Short Statement: This is a new collection.

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Annual Cost to Federal Government:

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

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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: 02/10/2021

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