Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) for the Department of Labor (DOL)

Forms and Documents

Document	Type	Status	Availability
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	Form and Instruction	New	Repair queued
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	Form and Instruction	Removed	Repair queued
Form 1 Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	Form and Instruction	New	Repair queued
Form 1 Phone Survey for Soliciting Feedback for DEEOIC	Form and Instruction	New	Repair queued
Form 1 Survey for Soliciting Feedback for DEEOIC.	Form and Instruction	New	Repair queued
Template for DOL A11 Section 280 Clearance 9.30.2020.docx	Supplementary Document	Uploaded 2020-10-07	Repair queued
Improving Customer Experience 60-Day.pdf	Supplementary Document	Uploaded 2020-09-30	Repair queued
Supporting Statement B for DOL A 11 Section 280 Improving Customer Experience 9.29.2020.docx	Supporting Statement B	Uploaded 2020-09-30	Repair queued
Supporting Statement A for DOL A 11 Section 280 Improving Customer Experience 9.29.2020.docx	Supporting Statement A	Uploaded 2020-09-30	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
251501	OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	Form and Instruction	New
251476	OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	Form and Instruction	Removed
251426	OWCP DEEOIC Revised Phone Survey	Instruction	New
250452	Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	Form and Instruction	New
249532	Phone Survey for Soliciting Feedback for DEEOIC	Form and Instruction	New
246995	Survey for Soliciting Feedback for DEEOIC.	Form and Instruction	New

ICR Details

OMB Control No: 1225-0093	ICR Reference No: 202202-1225-001
Status: Active	Previous ICR Reference No:
Agency/Subagency: DOL/DM	Agency Tracking No: (2020) 1218-0NEW
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) for the Department of Labor (DOL)
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 without change	Conclusion Date: 02/16/2022
	Date Received in OIRA: 02/16/2022
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/29/2024	36 Months From Approved
Responses	2,001,550	0	0
Time Burden (Hours)	101,125	0	0
Cost Burden (Dollars)	0	0	0

---

Abstract: This 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.

---

Authorizing Statute(s): None

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 45928	07/30/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 82521	12/18/2020
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 5

IC Title	Form No.	Form Name
OWCP DEEOIC Revised Phone Survey
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	NA	Medical Travel Survey
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	NA	Medical Travel Survey
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	1	DEEOIC Phone Survey
Phone Survey for Soliciting Feedback for DEEOIC	1	DEEOIC Phone Survey
Survey for Soliciting Feedback for DEEOIC.	1	Survey for Soliciting Feedback for DEEOIC.

---

ICR Summary 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	2,001,550	0	0	2,001,550	0	0
Annual Time Burden (Hours)	101,125	0	0	101,125	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

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

Burden Reduction Due to:

Short Statement: This is a new data collection.

---

Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

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.     No

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

---

Common Form ICR:  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:

(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: 12/18/2020

---