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

Forms and Documents

Document Name	Status
Customer Experience and Equity Assessment Survey Form and Instruction	Unchanged
Voluntary Demographic Information Form and Instruction	Unchanged
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
Wireframe Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
Customer Experience Survey for Claimants who are Attending Black Lung Outreach Events Form	Unchanged
DOL OWCP Black Lung - Claimants with Pending Claim Form	Unchanged
CareerOneStop Customer Experience Form Form and Instruction	Unchanged
DOL OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Web Survey for Soliciting Feedback - Spanish Form and Instruction	Unchanged
DOL OWCP Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal Form and Instruction	Unchanged
OWCP DEEOIC Outreach Event Feedback Form Form	Unchanged
OWCP Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Final Decision on a Part E Wage Loss/Impairment Claim Form and Instruction	Unchanged
Employee Training Administration- Job Seeking and Career Advancement Customer Interviews Form and Instruction	Unchanged
Tree Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
Quantitative Web User Experience Testing (Rapid) Survey for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
Customer Interviews for Soliciting Feedback about the Department of Labor Employment and Benefits Security Administration Form and Instruction	Unchanged
Recruiting and Screening Customers for Customer Interviews for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Form and Instruction	Unchanged
OWCP Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Claimants with Initial Claims for Home Health Care Form and Instruction	Unchanged
Paper Survey for Soliciting Feedback for OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Resource Center Customers Form and Instruction	Unchanged
Federal Black Lung Program Customer Experience Survey Form	Unchanged
Form Form 1 Electronic Survey for Soliciting Feedback for the Heat Illness Prevention Campaign Newsletter Form	Unchanged
CareerOneStop Customer Experience Form Form and Instruction	Unchanged
OWCP Longshore Voluntary Demographic Information Form and Instruction	Unchanged
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)from Authorized Representatives Form and Instruction	Unchanged
OWCP Customer Feedback at Outreach Event for Division of Energy Employees Occupational Illness Compensation (Paper) Form and Instruction	Unchanged
OWCP Longshore ECOMP - Help Us Improve Our Program Form and Instruction	Unchanged
Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal Form and Instruction	Unchanged
OWCP Web-based Survey for Soliciting Webinar Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC) Form and Instruction	Unchanged
Form 1 Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
Form 1 Phone Survey for Soliciting Feedback for DEEOIC Form and Instruction	Unchanged
Form 1 Survey for Soliciting Feedback for DEEOIC. Form and Instruction	Unchanged
ICR Template_A11 Section 280 Clearance 8 16 23.docx Supplementary Document	2023-08-24
1225-0093 change request template.docx Justification for No Material/Nonsubstantive Change	2023-08-24
Improving Customer Experience 60-Day.pdf Supplementary Document	2020-09-30
Supporting Statement B for DOL A 11 Section 280 Improving Customer Experience 9.29.2020.docx Supporting Statement B	2020-09-30
Supporting Statement A for DOL A 11 Section 280 Improving Customer Experience 9.29.2020.docx Supporting Statement A	2020-09-30

IC Document Collections

IC ID	Document Title	Status
261458	OWCP Customer Experience Survey for Feedback on Claimants Who Recently Received a Denied Decision Instruction	Unchanged
261169	Quantitative Web User Experience Testing (Rapid) Survey for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Other-Form, Instruction, and Consent Form	Unchanged
260777	Customer Experience and Equity Assessment Survey Form and Instruction	Unchanged
260771	Voluntary Demographic Information Form and Instruction	Unchanged
260593	Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
260486	Wireframe Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
260125	Customer Experience Survey for Claimants who are Attending Black Lung Outreach Events Form	Unchanged
259961	DOL OWCP Black Lung - Claimants with Pending Claim Form	Unchanged
259440	CareerOneStop Customer Experience Form Form and Instruction	Unchanged
259320	DOL OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Web Survey for Soliciting Feedback - Spanish Form and Instruction	Unchanged
259319	DOL OWCP Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal Form and Instruction	Unchanged
259126	OSHA Voluntary Protection Program (VPP) Participants and Special Government Employee Customer Interviews Instruction	Unchanged
258583	OWCP DEEOIC Outreach Event Feedback Form Form	Unchanged
258294	OWCP Focus groups for collecting customer feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Instruction	Unchanged
257874	OWCP Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Final Decision on a Part E Wage Loss/Impairment Claim Form and Instruction	Unchanged
257454	Employee Training Administration- Job Seeking and Career Advancement Customer Interviews Form and Instruction	Unchanged
257303	Tree Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
257302	Quantitative Web User Experience Testing (Rapid) Survey for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website Form and Instruction	Unchanged
257301	Customer Interviews for Soliciting Feedback about the Department of Labor Employment and Benefits Security Administration Form and Instruction	Unchanged
257300	Recruiting and Screening Customers for Customer Interviews for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Form and Instruction	Unchanged
256742	OWCP Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Claimants with Initial Claims for Home Health Care Form and Instruction	Unchanged
256615	OWCP Black Lung Worker's Compensation Program End-to-End Experience Customer Interviews Instruction	Unchanged
256614	OWCP DEEOIC End-to-End Experience Customer Interviews Instruction	Unchanged
255605	Paper Survey for Soliciting Feedback for OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Resource Center Customers Form and Instruction	Unchanged
255161	Federal Black Lung Program Customer Experience Survey Form	Unchanged
254662	Electronic Survey for Soliciting Feedback for the Heat Illness Prevention Campaign Newsletter Form	Unchanged
254463	CareerOneStop Customer Experience Form Form and Instruction	Unchanged
253908	OWCP Longshore Voluntary Demographic Information Form and Instruction	Unchanged
253784	Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)from Authorized Representatives Form and Instruction	Unchanged
253764	OWCP Customer Feedback at Outreach Event for Division of Energy Employees Occupational Illness Compensation (Paper) Form and Instruction	Unchanged
253693	OWCP Longshore ECOMP - Help Us Improve Our Program Form and Instruction	Unchanged
253323	Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal Form and Instruction	Unchanged
253286	OWCP DEEOIC Focus Groups Instruction	Unchanged
251709	OWCP Web-based Survey for Soliciting Webinar Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
251501	OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC) Form and Instruction	Unchanged
251426	OWCP DEEOIC Revised Phone Survey Instruction	Unchanged
250452	Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Form and Instruction	Unchanged
249532	Phone Survey for Soliciting Feedback for DEEOIC Form and Instruction	Unchanged
246995	Survey for Soliciting Feedback for DEEOIC. Form and Instruction	Unchanged

ICR Details

OMB Control No: 1225-0093	ICR Reference No: 202308-1225-003
Status: Received in OIRA	Previous ICR Reference No: 202202-1225-001
Agency/Subagency: DOL/DM	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) for the Department of Labor (DOL)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 08/29/2023

	Requested	Previously Approved
Expiration Date	02/29/2024	02/29/2024
Responses	2,001,550	2,001,550
Time Burden (Hours)	101,125	101,125
Cost Burden (Dollars)	0	0

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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.

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Authorizing Statute(s): None

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:
	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

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Number of Information Collection (IC) in this ICR: 39

IC Title	Form No.	Form Name
CareerOneStop Customer Experience Form	N/A	CareerOneStop Customer Experience Form
CareerOneStop Customer Experience Form	NA	CareerOneStop Survey Questions
Customer Experience Survey for Claimants who are Attending Black Lung Outreach Events	NA	Customer Experience Survey for Claimants who are Attending Black Lung Outreach Events
Customer Experience and Equity Assessment Survey	NA	Customer Experience and Equity Assessment Survey
Customer Interviews for Soliciting Feedback about the Department of Labor Employment and Benefits Security Administration	NA	EBSA Customer Interviews Discussion Guide
DOL OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Web Survey for Soliciting Feedback - Spanish	NA	Spanish Language Web Feedback Survey
DOL OWCP Black Lung - Claimants with Pending Claim	NA	OWCP Black Lung CX Survey - Claimants with a Pending Claim
DOL OWCP Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal	NA	EDP Survey Update
Electronic Survey for Soliciting Feedback for the Heat Illness Prevention Campaign Newsletter	Form 1	Electronic Survey for Soliciting Feedback for the Heat Illness Prevention Campaign Newsletter
Employee Training Administration- Job Seeking and Career Advancement Customer Interviews	N/A	ETA - Job Seeking and Career Advancement Interview Questions
Federal Black Lung Program Customer Experience Survey	NA	Federal Black Lung Program Customer Experience Survey
OSHA Voluntary Protection Program (VPP) Participants and Special Government Employee Customer Interviews
OWCP Black Lung Worker's Compensation Program End-to-End Experience Customer Interviews
OWCP Customer Experience Survey for Feedback on Claimants Who Recently Received a Denied Decision	N/A	CX Survey - Denied Claim
OWCP Customer Feedback at Outreach Event for Division of Energy Employees Occupational Illness Compensation (Paper)	NA	Customer Feedback at Outreach Event for Division of Energy Employees Occupational Illness Compensation (DEEOIC)
OWCP DEEOIC End-to-End Experience Customer Interviews
OWCP DEEOIC Focus Groups
OWCP DEEOIC Outreach Event Feedback Form	N/A	OWCP DEEOIC Outreach Event Feedback Form
OWCP DEEOIC Revised Phone Survey
OWCP Focus groups for collecting customer feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)
OWCP Longshore ECOMP - Help Us Improve Our Program	NA	Longshore ECOMP - Help us Improve Our Program
OWCP Longshore Voluntary Demographic Information	NA	Longshore ECOMP-Instrument (1st Survey)
OWCP Paper Survey for Medical Travel Reimbursement (DEEOIC)	NA	Medical Travel Survey
OWCP Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Claimants with Initial Claims for Home Health Care	N/A	DEEOIC Home Health Care Survey
OWCP Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) - Final Decision on a Part E Wage Loss/Impairment Claim	N/A	DEEOIC Part E Final Decision Survey and Letter
OWCP Web-based Survey for Soliciting Webinar Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	NA	DEEOIC Webinar Survey Language
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	N/A	Oxygen and Accessories DME Survey
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)	1	DEEOIC Phone Survey
Paper Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC)from Authorized Representatives	NA	DEEOIC Authorized Representative Survey
Paper Survey for Soliciting Feedback for OWCP Division of Energy Employees Occupational Illness Compensation (DEEOIC) from Resource Center Customers	NA	DEEOIC Resource Center Customer Service Survey
Phone Survey for Soliciting Feedback for DEEOIC	1	DEEOIC Phone Survey
Quantitative Web User Experience Testing (Rapid) Survey for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website
Quantitative Web User Experience Testing (Rapid) Survey for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website	NA	EBSA Quantitative Web UX Testing Rapid Survey
Recruiting and Screening Customers for Customer Interviews for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration	NA	EBSA Customer Interviews Recruitment Screener Questions
Survey for Soliciting Feedback for DEEOIC.	1	Survey for Soliciting Feedback for DEEOIC.
Tree Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website	NA	EBSA Tree Testing Baseline Survey
Voluntary Demographic Information	NA	Voluntary Demographic Information
Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal	NA	Web Survey for Soliciting Feedback for Division of Energy Employees Occupational Illness Compensation (DEEOIC) Energy Document Portal
Wireframe Testing for Soliciting Feedback for the Department of Labor Employment and Benefits Security Administration Website	NA, NA	Wireframe Testing for Soliciting Feedback for the Department of Labor EBSA Website ,   Consent Form for Wireframe Testing for Soliciting Feedback for the Department of Labor EBSA Website

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ICR Summary of Burden

	Total Request	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	2,001,550	0	0	0	0
Annual Time Burden (Hours)	101,125	101,125	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: This is a new data collection.

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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

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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: 08/29/2023

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