Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

ICR 202105-1090-001

OMB: 1090-0012

Federal Form Document

ICR Details
1090-0012 202105-1090-001
Active 202005-1090-001
DOI/ASPMB HISP
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
No material or nonsubstantive change to a currently approved collection   No
Regular
Approved without change 05/20/2021
Retrieve Notice of Action (NOA) 05/20/2021
OMB grants this approval for information collections by the BTFA and by the National Wildlife Refuge System for FWS. In the event that other programs at the Department of the Interior become recognized High Impact Service Providers, OMB invites the agency to revise this collection to encompass those other programs.
  Inventory as of this Action Requested Previously Approved
12/31/2023 12/31/2023 12/31/2023
146,384 0 146,384
13,876 0 13,876
0 0 0

A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery as discussed in Section 280 of OMB Circular A-11. As discussed in OMB guidance, agencies should identify their highest-impact customer journeys (using customer volume, annual program cost, and/or knowledge of customer priority as weighting factors) and select touchpoints/transactions within those journeys to collect feedback. These results will be used to improve the delivery of Federal services and programs. It will also provide government-wide data on customer experience that can be displayed on www.performance.gov to help build transparency and accountability of Federal programs to the customers they serve.

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

Not associated with rulemaking

  85 FR 12010 02/28/2020
85 FR 52632 08/26/2020
No

2
IC Title Form No. Form Name
BTFA Trust Beneficiary Call Center CX
BTFA Trust Beneficiary Call Center Journey Mapping

  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 146,384 146,384 0 0 0 0
Annual Time Burden (Hours) 13,876 13,876 0 0 0 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
No
No
This is a new information collection.

$4,162
No
    No
    No
No
No
No
No
Jeffrey Parrillo 202 208-7072 [email protected]

  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.
05/20/2021


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