Extension without change of a currently approved collection
No
Regular
Approved with change
12/04/2023
07/27/2023
Supporting statement revised during review.
table that charts list comparision
Inventory as of this Action
Requested
Previously Approved
12/31/2026
36 Months From Approved
12/31/2023
1,011,000
0
679,485
150,000
0
104,155
0
0
0
On September 11, 1993, President Clinton issued Executive Order 12862, âSetting Customer Service Standardsâ which clearly define his vision that the Federal agencies will put the people first. Executive Order 12862 directs Federal agencies to provide service to the public that matches or exceeds the best service available in the private sector. Section 1(b) of Executive Order 12862 requires government agencies to âsurvey customers to determine the kind and quality of services they want and their level of satisfaction with existing servicesâ and Section 1(e) requires agencies âsurvey front-line employees on barriers to, and ideas for, matching the best in business.â
On March 30, 2016, President Obama established the Core Federal Services Council, which again emphasized the need to deliver world-class customer service to the American people. The Council, composed of the major high-volume, high-impact Federal programs that provide transactional services directly to the public, were encouraged âto improve the customer experience by using public and private sector management best practices, such as conducting self-assessments and journey mapping, collecting transactional feedback data, and sharing such data with frontline and other staff.â
In March 2018, the Administration of President Trump launched the Presidentâs 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 PMAâs initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring âexcellent serviceâ 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 nationâs 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.
These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Internal Revenue Service (hereafter âthe Agencyâ) to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery and increase accountability by communicating about these efforts with the public.
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
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.
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_6-28-2023.docx
A11-26-259 Field Assistance Taxpayer Assistance Center Web Service Delivery Survey