Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
DOC ICR Template_A11 Section 280 Clearance 2023.docx	Supplementary Document	Uploaded 2023-09-19	Repair queued
Supporting Statement B - DOC A 11 Section 280 Improving Customer Experience Renewal 2023.docx	Supporting Statement B	Uploaded 2023-09-15	Repair queued
Supporting Statement A - DOC A 11 Section 280 Improving Customer Experience Renewal 2023.docx	Supporting Statement A	Uploaded 2023-09-19	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
281316	User interviews to research reasons for visiting ITA / Trade.gov	Other-Script	New
278885	ITA Central Voice of Employee Survey	Other-Survey	New
278561	Customer Feedback Survey for Trade Event Partnership Program (TEPP) / Trade Event Menu of Services (TEMS) show organizers	Other-Survey	New
270141	ITA Digital Feedback Survey – Always On	Other-Screenshots	New
270139	ITA Digital Feedback Surveys – Digital Intercept	Other-Screenshots	New
269898	Usability Testing Study	Instruction	New
267940	ITA Digital Feedback Surveys	Other-Survey	New
267186	BBR CoP Annual Coalition Survey 2024	Other-Survey	New
265900	The Opportunity Project Impact Project	Other-Survey	New

ICR Details

OMB Control No: 0690-0035	ICR Reference No: 202309-0690-001
Status: Active	Previous ICR Reference No: 202007-0690-004
Agency/Subagency: DOC/OS	Agency Tracking No:
Title: Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280
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: 12/04/2023
Retrieve Notice of Action (NOA)	Date Received in OIRA: 09/19/2023
Terms of Clearance: Supporting statement updated to reflect DOC components authorized to use this collection: The following Agency Bureaus and offices will be authorized to use this Generic Clearance: Bureau of Industry and Security (BIS); U.S. Census Bureau (Census); Economic Development Administration (EDA); Economics and Statistics Administration (ESA); International Trade Administration (ITA); Minority Business Development Agency (MBDA); National Institute of Standards and Technology (NIST); National Technical Information Service (NTIS); National Telecommunications and Information Administration (NTIA); United States Patent and Trademark Office (USPTO); and the Office of the Secretary (OS).

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2026	36 Months From Approved	12/31/2023
Responses	300,000	0	752,925
Time Burden (Hours)	27,725	0	55,471
Cost Burden (Dollars)	0	0	0

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Abstract: In March 2018, the Administration of President Trump launched the President’s 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 PMA’s initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ 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 nation’s 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.

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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:
	88 FR 24384	04/20/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 64408	09/19/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 9

table that charts list of burden

IC Title	Form No.	Form Name
BBR CoP Annual Coalition Survey 2024
Customer Feedback Survey for Trade Event Partnership Program (TEPP) / Trade Event Menu of Services (TEMS) show organizers
ITA Central Voice of Employee Survey
ITA Digital Feedback Survey – Always On
ITA Digital Feedback Surveys
ITA Digital Feedback Surveys – Digital Intercept
The Opportunity Project Impact Project
Usability Testing Study
User interviews to research reasons for visiting ITA / Trade.gov

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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	300,000	752,925	0	-452,925	0	0
Annual Time Burden (Hours)	27,725	55,471	0	-27,746	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The Burden decrease is as a result of an adjustment from the previous approval.

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Annual Cost to Federal Government:

Does this IC contain surveys, censuses, or employ statistical methods? No

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.     Yes

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.     Yes

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: 09/19/2023

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