Published 30 Day Notice

Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices
DEPARTMENT OF THE INTERIOR
Office of the Secretary
[234XD0102DM; DS6CS00000;
DLSN00000.000000; DX.6CS25; OMB
Control Number 1090–0012]

Agency Information Collection
Activities; Submission to the Office of
Management and Budget for Review
and Approval; Improving Customer
Experience (OMB Circular A–11,
Section 280 Implementation)
Department of the Interior.
Notice of information collection;
request for comment.

AGENCY:
ACTION:

In accordance with the
Paperwork Reduction Act of 1995, we,
the Department of the Interior are
proposing to renew an information
collection.

SUMMARY:

Interested persons are invited to
submit comments on or before January
18, 2024.
ADDRESSES: Written comments and
recommendations for the proposed
information collection should be sent
within 30 days of publication of this
notice to www.reginfo.gov/public/do/
PRAMain. Find this particular
information collection by selecting
‘‘Currently under Review—Open for
Public Comments’’ or by using the
search function. Please provide a copy
of your comments to Jeffrey Parrillo,
Departmental Information Collection
Clearance Officer, 1849 C Street NW,
Washington, DC 20240; or by email to
[email protected]. Please reference
OMB Control Number 1090–0012 in the
subject line of your comments.
FOR FURTHER INFORMATION CONTACT: To
request additional information about
this ICR, contact Jeffrey Parrillo,
Departmental Information Collection
Clearance Officer, 1849 C Street NW,
Washington, DC 20240; or by email to
[email protected], or by telephone
at 202–208–7072. Individuals in the
United States who are deaf, deafblind,
hard of hearing, or have a speech
disability may dial 711 (TTY, TDD, or
TeleBraille) to access
telecommunications relay services.
Individuals outside the United States
should use the relay services offered
within their country to make
international calls to the point-ofcontact in the United States. You may
also view the ICR at http://
www.reginfo.gov/public/do/PRAMain.
SUPPLEMENTARY INFORMATION: In
accordance with the Paperwork
Reduction Act of 1995 (PRA, 44 U.S.C.
3501 et seq.) and 5 CFR 1320.8(d)(1), we
provide the general public and other

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Federal agencies with an opportunity to
comment on new, proposed, revised,
and continuing collections of
information. This helps us assess the
impact of our information collection
requirements and minimize the public’s
reporting burden. It also helps the
public understand our information
collection requirements and provide the
requested data in the desired format.
A Federal Register notice with a 60day public comment period soliciting
comments on this collection of
information was published on May 11,
2023 (88 FR 30337). No comments were
received.
As part of our continuing effort to
reduce paperwork and respondent
burdens, we are again soliciting
comments from the public and other
Federal agencies on the proposed ICR
that is described below. We are
especially interested in public comment
addressing the following:
(1) Whether or not the collection of
information is necessary for the proper
performance of the functions of the
agency, including whether or not the
information will have practical utility;
(2) The accuracy of our estimate of the
burden for this collection of
information, including the validity of
the methodology and assumptions used;
(3) Ways to enhance the quality,
utility, and clarity of the information to
be collected; and
(4) How might the agency minimize
the burden of the collection of
information on those who are to
respond, including through the use of
appropriate automated, electronic,
mechanical, or other technological
collection techniques or other forms of
information technology, e.g., permitting
electronic submission of response.
Comments that you submit in
response to this notice are a matter of
public record. Before including your
address, phone number, email address,
or other personal identifying
information in your comment, you
should be aware that your entire
comment—including your personal
identifying information—may be made
publicly available at any time. While
you can ask us in your comment to
withhold your personal identifying
information from public review, we
cannot guarantee that we will be able to
do so.
Abstract: The Agency will collect,
analyze, and interpret information
gathered through this generic clearance
to identify High Impact Service
Providers’ accessibility, navigation, and
use by customers, and make
improvements in service delivery based
on customer insights gathered through
developing an understanding of the user

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experience interacting with
Government.
For the purposes of this request,
‘‘customers’’ are individuals,
businesses, and organizations that
interact with a Federal Government
agency or program, either directly or via
a Federal contractor.
‘‘Service delivery’’ or ‘‘services’’ refers
to the multitude of diverse interactions
between a customer and Federal agency
such as applying for a benefit or loan,
receiving a service such as healthcare or
small business counseling, requesting a
document such as a passport or social
security card, complying with a rule or
regulation such as filing taxes or
declaring goods, utilizing resources
such as a park or historical site, or
seeking information such as public
health or consumer protection notices.
Under this request, three types of
activities will be conducted to generate
customer insights:
Customer Research (User Persona and
Journey Map Development): A critical
first component of understanding
customer experience is to develop
customer personas and journey maps.
This process enables the Agency to
more deeply understand the customer
segments they serve and to organize the
processes customers interact with
throughout their engagement with the
Federal entity to accomplish a task or
meet a need. In order to adequately
capture the perspective of the customer
and the barriers or supports that exist as
they navigate these journeys, it is
necessary to directly interact with
customers rather than relying solely
upon the Agency’s stated policy of how
a process should work or employees’
interpretation of how services are
delivered. This can occur through a
variety of information collection
mechanisms that include focus groups,
individual intercept interviews at a
service site, shadowing a user as they
navigate a Federal service and
documenting their reactions and
frustrations, customer free-response
comment cards, or informal small
discussion groups.
Regardless of the format, the Agency
will apply Human Centered Design
(HCD) Discovery methods to generate
personas and journey maps, ultimately
identifying customer insights. An
approach to recruiting participants,
resources for preparing and structuring
interviews, and a consent form for
interviewees can be found at https://
www.gsa.gov/cdnstatic/HCD-DiscoveryGuide-Interagency-v12-1.pdf. This
document is also included in the
package.
Insights documented, summarized
and presented in customer personas and

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Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices

journey maps can then be shared across
the program, the Agency, other Federal,
State, and Local government
stakeholders and even with the public
to validate and discuss common themes
identified. These products can be used
as ‘‘indicator lights’’ for where more
rigorous qualitative and quantitative
research can be conducted to improve
Federal service delivery.
Publicly shared personas and journey
maps will include language that
qualifies their use (see question #16),
and high-level, non-identifying
descriptive statistics of the
population(s) interviewed to develop it
(ex. ‘‘25 Service members that
transitioned to civilian employment
within the last decade, 14 female, 11
male, 21 enlisted and 4 officers) to
ensure that the perspective represented
is understood. Quotes or insights will
never be associated with an actual
individual unless they have signed a
release form (see link above for
template) and this was included in the
specific collection request.
Customer Feedback (Satisfaction
Survey): Surveys to be considered under
this generic clearance will only include
those surveys modeled on the OMB
Circular A–11 CX Feedback survey to
improve customer service by collecting
feedback at a specific point during a
customer journey. This could include
upon submitting a form online on a
Federal website, speaking with a call
center representative, paying off a loan,
or visiting a Federal service center.
In an effort to develop comparable,
government-wide scores that will enable
cross-agency or industry benchmarking
(when relevant) and a general indication
of an agency’s overall customer
satisfaction, High Impact Service
providers must refer to OMB Circular
A–11 Section 280 for required survey
question wording and organization.
As part of the Customer Experience
CAP goal’s strategy to increase
transparency to drive accountability, the
feedback data collected through the A–
11 Standard Feedback survey is meant
to be shared with the public. This
collection is part of the governmentwide effort to embed standardized
customer metrics within high-impact
programs to create government-wide
performance dashboards. Data collected
from the questions listed above will be
submitted by the Agency to OMB
quarterly for updating of customer
experience dashboards on
performance.gov. This dashboard will
also include the total volume of
customers that passed through the
transaction point at which the survey
was offered, the number of customers
the survey was presented to, the number

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of responses, and the mode of
presentation and response (online
survey, in-person, post-call touchtone,
mobile, email). This will help to qualify
the data’s representation by showing
both the response rate and total number
of actual responses.
User Testing of Services and Digital
Products: Agencies should continually
review, update and refine their service
delivery, including communication
materials, processes, supporting
reference materials, and digital products
associated with a Federal program. This
often requires ‘‘field testing’’ program
informational materials, process
updates, forms, or digital products (such
as websites or mobile applications) by
interacting with past, existing, or future
customers and soliciting feedback.
These activities can include cognitive
laboratory studies, such as those used to
refine questions on a program form to
ensure clarity, demo kiosks at a service
center where customers can provide
informal feedback while waiting for a
service, or more formally scheduled inperson observation testing (e.g., website
or software usability tests). These
information collection activities are
more specific than broad customer
research and related to a particular
artifact/product of a Federal program.
As such, there will be a more structured
interview/set of questions than more
open-ended customer research. Findings
from these activities are meant to
support the design and implementation
of Federal program services and digital
products, and may only be shared in an
anonymized/in aggregate if a particular
insight is useful to include as part of a
customer persona, journey map, or
common lesson learned for improving
service delivery.
The Agency will only submit under
this generic clearance if it meets the
following conditions:
• The collections are voluntary;
• The collections are low-burden for
respondents (based on considerations of
total burden hours or burden-hours per
respondent) and are low-cost for both
the respondents and the Federal
Government;
• The collections are noncontroversial;
• Any collection is targeted to the
solicitation of opinions from
respondents who have experience with
the program or may have experience
with the program in the near future;
• Personally identifiable information
(PII) is collected only to the extent
necessary and is not retained;
• Information gathered is intended to
be used for general service improvement
and program management purposes

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• The agency will follow the
procedures specified in OMB Circular
A–11 Section 280 for the required
quarterly reporting to OMB of trust data
and experience driver data from
surveys.
• Outside of the quarterly reporting
mentioned in the bullet immediately
above, if the agency intends to release
journey maps, user personas, reports, or
other data-related summaries stemming
from this collection, the agency must
include appropriate caveats around
those summaries, noting that
conclusions should not be generalized
beyond the sample, considering the
sample size and response rates. The
agency must submit the data summary
itself (e.g., the report) and the caveat
language mentioned above to OMB
before it releases them outside the
agency. OMB will engage in a passback
process with the agency.
This clearance will help the Agency
to establish a process where customer
experience is regularly monitored and
measured. The results will assist the
Agency in the planning and decisionmaking processes to improve the quality
of the Agency’s products and services.
Results from feedback activities and
surveys will be used to measure against
established baseline standards and for
measuring the Agency’s progress toward
defined goals.
Title of Collection: Improving
Customer Experience (OMB Circular A–
11, Section 280 Implementation).
OMB Control Number: 1090–0012.
Form Number: None.
Type of Review: Extension of a
currently approved collection.
Respondents/Affected Public:
Individuals and Households, Businesses
and Organizations, State, Local or Tribal
Government.
Total Estimated Number of Annual
Respondents: 146,384.
Total Estimated Number of Annual
Responses: 146,384.
Estimated Completion Time per
Response: Varied, dependent upon the
possible response time to complete a
questionnaire or survey may be 3
minutes up to 90 minutes to participate
in an interview based on the data
collection method used.
Total Estimated Number of Annual
Burden Hours: 13,876.
Respondent’s Obligation: Voluntary.
Frequency of Collection: One time.
Total Estimated Annual Nonhour
Burden Cost: None.
An agency may not conduct or
sponsor and a person is not required to
respond to a collection of information
unless it displays a currently valid OMB
control number.

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Federal Register / Vol. 88, No. 242 / Tuesday, December 19, 2023 / Notices
Site), AHUR 145 (Unknown Site),
AHUR 147X (Unknown Site), AHUR
1280 (Unknown Site), FHUR 16
(Unknown Site), and FHUR 70
(Unknown Site). The six associated
funerary objects include pottery sherds,
a worked stick, matting, leather, and
beads.

The authority for this action is the
Paperwork Reduction Act of 1995 (44
U.S.C. 3501 et seq.).
Jeffrey Parrillo,
Departmental Information Collection
Clearance Officer.
[FR Doc. 2023–27827 Filed 12–18–23; 8:45 am]
BILLING CODE 4334–63–P

DEPARTMENT OF THE INTERIOR
National Park Service
[NPS–WASO–NAGPRA–NPS0037091;
PPWOCRADN0–PCU00RP14.R50000]

Notice of Inventory Completion:
University of Nevada, Las Vegas, Las
Vegas, NV
National Park Service, Interior.
ACTION: Notice.
AGENCY:

In accordance with the Native
American Graves Protection and
Repatriation Act (NAGPRA), the
University of Nevada, Las Vegas has
completed an inventory of human
remains and associated funerary objects
and has determined that there is no
cultural affiliation between the human
remains and associated funerary objects
and any Indian Tribe. The human
remains and associated funerary objects
were removed from unknown locations.
DATES: Disposition of the human
remains and associated funerary objects
in this notice may occur on or after
January 18, 2024.
ADDRESSES: Dr. Daniel Benyshek,
University of Nevada, Las Vegas, 4505
S. Maryland Parkway, Las Vegas, NV
89154 telephone (702) 895–2070, email
[email protected].
SUPPLEMENTARY INFORMATION: This
notice is published as part of the
National Park Service’s administrative
responsibilities under NAGPRA. The
determinations in this notice are the
sole responsibility of the University of
Nevada, Las Vegas. The National Park
Service is not responsible for the
determinations in this notice.
Additional information on the
determinations in this notice, including
the results of consultation, can be found
in the inventory or related records held
by the University of Nevada, Las Vegas.
SUMMARY:

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Description
Human remains representing, at
minimum, nine individuals were
removed from unknown locations,
identified by the following accession
numbers AHUR 33 (Unknown Site),
AHUR 71 (Unknown Site), AHUR 132
(Unknown Site), AHUR 134A
(Unknown Site), AHUR 134B (Unknown

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Aboriginal Land
Based on the collection history of the
University of Nevada, Las Vegas, the
human remains and associated funerary
objects were likely removed from the
aboriginal lands of one or more Indian
Tribes. The following information was
used to identify the aboriginal land: a
final judgment of the Indian Claims
Commission.
Determinations
Pursuant to NAGPRA and its
implementing regulations, and after
consultation with the appropriate
Indian Tribes, the University of Nevada,
Las Vegas has determined that:
• The human remains described in
this notice represent the physical
remains of nine individuals of Native
American ancestry.
• The six objects described in this
notice are reasonably believed to have
been placed with or near individual
human remains at the time of death or
later as part of the death rite or
ceremony.
• No relationship of shared group
identity can be reasonably traced
between the human remains and
associated funerary objects and any
Indian Tribe.
• The human remains and associated
funerary objects described in this notice
were likely removed from the aboriginal
land of the Absentee-Shawnee Tribe of
Indians of Oklahoma; Agua Caliente
Band of Cahuilla Indians of the Agua
Caliente Indian Reservation, California;
Ak-Chin Indian Community; Alturas
Indian Rancheria, California; Bear River
Band of the Rohnerville Rancheria,
California; Berry Creek Rancheria of
Maidu Indians of California; Big Sandy
Rancheria of Western Mono Indians of
California; Bishop Paiute Tribe;
Bridgeport Indian Colony; Buena Vista
Rancheria of Me-Wuk Indians of
California; Cabazon Band of Cahuilla
Indians (Previously listed as Cabazon
Band of Mission Indians, California);
Cachil DeHe Band of Wintun Indians of
the Colusa Indian Community of the
Colusa Rancheria, California; Cahto
Tribe of the Laytonville Rancheria;
Cahuilla Band of Indians; California
Valley Miwok Tribe, California; Campo
Band of Diegueno Mission Indians of
the Campo Indian Reservation,
California; Captain Grande Band of

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Diegueno Mission Indians of California
(Barona Group of Captain Grande Band
of Mission Indians of the Barona
Reservation, California; Viejas (Baron
Long) Group of Captain Grande Band of
Mission Indians of the Viejas
Reservation, California); Cedarville
Rancheria, California; Chemehuevi
Indian Tribe of the Chemehuevi
Reservation, California; Cher-Ae Heights
Indian Community of the Trinidad
Rancheria, California; Chicken Ranch
Rancheria of Me-Wuk Indians of
California; Cloverdale Rancheria of
Pomo Indians of California; Cocopah
Tribe of Arizona; Cold Springs
Rancheria of Mono Indians of
California; Colorado River Indian Tribes
of the Colorado River Indian
Reservation, Arizona and California;
Confederated Tribes of Siletz Indians of
Oregon; Confederated Tribes of the
Goshute Reservation, Nevada and Utah;
Duckwater Shoshone Tribe of the
Duckwater Reservation, Nevada; Dry
Creek Rancheria Band of Pomo Indians,
California; Eastern Shoshone Tribe of
the Wind River Reservation, Wyoming;
Elem Indian Colony of Pomo Indians of
the Sulphur Bank Rancheria, California;
Elk Valley Rancheria, California; Ely
Shoshone Tribe of Nevada; Enterprise
Rancheria of Maidu Indians of
California; Ewiiaapaayp Band of
Kumeyaay Indians, California;
Federated Indians of Graton Rancheria,
California; Fort Bidwell Indian
Community of the Fort Bidwell
Reservation of California; Fort
Independence Indian Community of
Paiute Indians of the Fort Independence
Reservation, California; Fort McDermitt
Paiute and Shoshone Tribes of the Fort
McDermitt Indian Reservation, Nevada
and Oregon; Fort McDowell Yavapai
Nation, Arizona; Fort Mojave Indian
Tribe of Arizona, California & Nevada;
Fort Sill Apache Tribe of Oklahoma;
Gila River Indian Community of the Gila
River Indian Reservation, Arizona;
Grindstone Indian Rancheria of WintunWailaki Indians of California; Havasupai
Tribe of the Havasupai Reservation,
Arizona; Hoopa Valley Tribe, California;
Hopi Tribe of Arizona; Hopland Band of
Pomo Indians, California; Hualapai
Indian Tribe of the Hualapai Indian
Reservation, Arizona; Iipay Nation of
Santa Ysabel, California; Inaja Band of
Diegueno Mission Indians of the Inaja
and Cosmit Reservation, California; Ione
Band of Miwok Indians of California;
Jackson Band of Miwuk Indians; Jamul
Indian Village of California; Kaibab
Band of Paiute Indians of the Kaibab
Indian Reservation, Arizona; Karuk
Tribe; Kashia Band of Pomo Indians of
the Stewarts Point Rancheria, California;

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