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

ICR 202102-0690-001

OMB: 0690-0035

Federal Form Document

Forms and Documents
ICR Details
0690-0035 202102-0690-001
Received in OIRA 202007-0690-004
Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280
No material or nonsubstantive change to a currently approved collection   No
Regular 02/10/2021
  Requested Previously Approved
09/30/2023 09/30/2023
752,925 752,925
55,471 55,471
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.


Not associated with rulemaking

  85 FR 33085 06/01/2020
85 FR 47341 08/05/2020

  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
This is a new collection.

Sheleen Dumas 202 482-3306 [email protected]


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.

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