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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
PUBLISHED ICR 1090-0012 (88 FR 87791).pdf	Supplementary Document	Uploaded 2023-12-19	Repair queued
ICR Template_A11 Section 280 Clearance 11 16 23.docx	Supplementary Document	Uploaded 2023-12-06	Available
Supporting Statement A for Agencies_A 11 Section 280 Improving Customer Experience_12012023.docx	Supporting Statement A	Uploaded 2023-12-06	Available
EO 14058.pdf	Supplementary Document	Uploaded 2023-12-06	Repair queued
EO 12862.pdf	Supplementary Document	Uploaded 2023-12-06	Repair queued
1090-0012 Published 60 Day Notice - 88 FR 30337 - 05112023.pdf	Supplementary Document	Uploaded 2023-05-16	Repair queued
HCD-Discovery-Guide-Interagency-v12-1.pdf	Supplementary Document	Uploaded 2020-06-02	Repair queued
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_060220.docx	Supporting Statement B	Uploaded 2020-06-02	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
281817	Digital Story-Mapping as a Tool for Disseminating Scientific Data	Other-Survey Tool	New
281514	Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Black Point Wildlife Drive	Other-Email Scripts	New
281512	Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Non-Motorized Boaters	Other-Email Scripts	New
281511	Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Motorized Boaters	Other-Email Scripts	New
281510	Merritt Island National Wildlife Refuge Visitor Use Research to Inform Visitor Use Management	Other-Email Scripts	New
280526	USGS Science Center Feedback Process [	Other-Activity Description	New
280426	Feedback for USGS Outreach and Educational Events	Other-Survey Tool	New
279445	Volcano Notification Service (VNS) Subscriber Customer Experience Survey	Other-Survey Tool	New
278647	Listening Sessions for the Birds of Conservation Concern Report	Instruction	New
276566	National Park Service Visitor Experience Survey	Other-Pre-Interview Screener Questions	New
275037	Key Deer Conservation and Response Survey	Other-Survey Tool	New
271672	National Wildlife Refuge System Voluntary Lead-Free Pilot Program	Other-Survey Tool	New
271158	Co-designing with (not for) Communities Focus Group	Other-Survey Tool	New
270981	Seeking Feedback on the FWS Fish and Aquatic Conservation Program Strategic Plan 2025-2030	Other-USFWS FAC Strat Plan - Federal Agency Partner	New
270980	Semi-Structured Interviews with Applicants and Permittees to Understand Their Customer Experience with ePermits	Other-Survey Tool	New
269136	BTFA Delay in Distribution (Payment) Survey	Other-Survey Tool	New
267865	Customer Satisfaction Survey for Bureau of Trust Funds Administration (BTFA) – Trust Beneficiary Call Center (TBCC)	Other-Phone Script	New
267363	User Feedback for Recreational Trip Planning on fws.gov	Other-Survey Tool	New
266144	NPS.gov Customer Experience Survey	Other-Survey Tool	New
265824	Volunteer.gov Customer Experience Survey	Other-Survey Tool	New
265784	Midwest Conservation Blueprint Feedback Survey	Other-Survey Tool	New
265738	NPS.gov Customer Experience Survey	Other-Survey Tool	New

ICR Details

OMB Control No: 1090-0012	ICR Reference No: 202305-1090-001
Status: Active	Previous ICR Reference No: 202204-1090-001
Agency/Subagency: DOI/ASPMB	Agency Tracking No: HISP
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 02/28/2024
Retrieve Notice of Action (NOA)	Date Received in OIRA: 12/19/2023
Terms of Clearance: In accordance with 5 CFR 1320, the information collection is approved for three years. OMB grants this approval for information collections by BIA, BTFA, FWS, and NPS. In the event that other programs at DOI become recognized High Impact Service Providers, OMB invites the agency to revise this collection to encompass those other programs.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2027	36 Months From Approved	02/29/2024
Responses	146,384	0	146,384
Time Burden (Hours)	13,876	0	13,876
Cost Burden (Dollars)	0	0	0

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Abstract: 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.

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Authorizing Statute(s): EO: EO 14058 Name/Subject of EO: ransforming Customer Experience and Service Delivery to Rebuild Trust in Government
   EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	88 FR 30337	05/11/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 87791	12/19/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 22

table that charts list of burden

IC Title	Form No.	Form Name
Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Black Point Wildlife Drive
Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Motorized Boaters
Merritt Island National Wildlife Refuge Monitoring Visitor Thresholds for Non-Motorized Boaters
Merritt Island National Wildlife Refuge Visitor Use Research to Inform Visitor Use Management
BTFA Delay in Distribution (Payment) Survey
Co-designing with (not for) Communities Focus Group
Customer Satisfaction Survey for Bureau of Trust Funds Administration (BTFA) – Trust Beneficiary Call Center (TBCC)
Digital Story-Mapping as a Tool for Disseminating Scientific Data
Feedback for USGS Outreach and Educational Events
Key Deer Conservation and Response Survey
Listening Sessions for the Birds of Conservation Concern Report
Midwest Conservation Blueprint Feedback Survey
NPS.gov Customer Experience Survey
NPS.gov Customer Experience Survey
National Park Service Visitor Experience Survey
National Wildlife Refuge System Voluntary Lead-Free Pilot Program
Seeking Feedback on the FWS Fish and Aquatic Conservation Program Strategic Plan 2025-2030
Semi-Structured Interviews with Applicants and Permittees to Understand Their Customer Experience with ePermits
USGS Science Center Feedback Process [
User Feedback for Recreational Trip Planning on fws.gov
Volcano Notification Service (VNS) Subscriber Customer Experience Survey
Volunteer.gov Customer Experience Survey

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ICR Summary of Burden

table that charts list 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	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

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:

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Annual Cost to Federal Government: $6,739

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

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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: 12/19/2023

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