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

ICR 202309-2700-001

OMB: 2700-0181

Federal Form Document

Forms and Documents
Document
Name
Status
Supporting Statement A
2023-09-01
Supporting Statement B
2023-09-01
ICR Details
2700-0181 202309-2700-001
Received in OIRA 202010-2700-001
NASA
Generic Clearance for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Extension without change of a currently approved collection   No
Regular 09/05/2023
  Requested Previously Approved
36 Months From Approved 11/30/2023
2,001,550 2,001,550
101,125 101,125
100,000 100,000

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 at https://www.performance.gov/cx/a11-280.pdf. 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. As a general matter, these information collections will not result in any new system of records containing privacy information and will not ask questions of a sensitive nature, such as sexual behavior and attitudes, religious beliefs, and other matters that are commonly considered private.

None
None

Not associated with rulemaking

  88 FR 34190 05/26/2023
88 FR 60503 09/01/2023
No

  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) 100,000 100,000 0 0 0 0
No
No
New

$100,000
No
    No
    No
No
No
No
No
Bill Edwards-Bodmer 757 864-9658 [email protected]

  No

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.
09/05/2023


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