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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form Survey Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey	Form and Instruction	New	Repair queued
Form Survey Passport Acceptance Facility CX Survey	Form and Instruction	New	Repair queued
Form Survey Great American State Fare – Consular Affairs Booth Survey	Form and Instruction	New	Repair queued
Form Survey Step Alert Survey	Form and Instruction	New	Repair queued
Form Survey 9f IRL Experience Screener Survey	Form and Instruction	New	Repair queued
Form Survey STEP Indefinite Stays Customer Interview Screener	Form and Instruction	New	Repair queued
Form Survey 1ci Live Aent Chat M2 Survey	Form and Instruction	New	Repair queued
Form survey Qualtrics User Survey	Form and Instruction	New	Repair queued
Form Survey New Website Name Survey	Form and Instruction	New	Repair queued
Form Curvey Online Passport Status System (OPSS) Survey	Form and Instruction	New	Repair queued
Form Survey 2DB Filler Form Questions	Form and Instruction	New	Repair queued
Form Survey OCS STEP Indefinite Stays Customer Interview	Form and Instruction	New	Repair queued
Form Survey Live Agent Chat Survey	Form and Instruction	New	Repair queued
Form Survey STEP Alert Screener	Form and Instruction	New	Repair queued
Form Survey STEP CX Alerts Survey	Form and Instruction	New	Repair queued
Form Survey Travel State Gov Survey Update	Form and Instruction	New	Repair queued
Form Survey TSG General Intercept Survey	Form and Instruction	New	Repair queued
Form Survey Passport AF CX Survey	Form and Instruction	New	Repair queued
Form Survey STEP VoC Alerts Survey	Form and Instruction	New	Repair queued
Form Survey Passport Agency CX Survey	Form and Instruction	New	Repair queued
Form Survey Revised Survey for Online Passport Renewal	Form and Instruction	New	Repair queued
Form Survey Passport Agency Cashless Pilot Survey	Form and Instruction	New	Repair queued
Form 1405-0241 TSG Survey	Form and Instruction	New	Repair queued
Form Survey NVC Notices Pilot Survey	Form and Instruction	New	Repair queued
Form 1405-0241 State Cashless Pilot Survey	Form and Instruction	New	Repair queued
Form 1405-0241 Visa Screener Survey	Form and Instruction	New	Repair queued
Form 1405-0241 Research Screener - Customer Discovery Research CPIAP	Form and Instruction	New	Repair queued
Form Survey OCS CPIAP Customer Discovery Research Survey	Form and Instruction	New	Repair queued
Form Survey Automated Denial SMS Notification Survey Guide	Form and Instruction	New	Repair queued
Form Survey Automated Denial SMS Notification Survey Virtual	Form and Instruction	New	Repair queued
Form Survey OPR Follow Up Survey	Form and Instruction	New	Repair queued
Form Survey Consular Affairs Embassy New Delhi Visa Appointment Experience Survey	Form and Instruction	New	Repair queued
Passport CES Research Question Guide	Form and Instruction	New	Repair queued
DVA Prototype Research Screening Survey	Form	New	Repair queued
Form Survey PHILEO H1-B survey	Form and Instruction	New	Repair queued
Form Survey PHILEO H1-B survey	Form and Instruction	New	Repair queued
Usability Testing Interviews, current visa holders	Form and Instruction	New	Repair queued
Form Survey TSG Research	Form and Instruction	New	Repair queued
OPR Touchpoint Survey	Form	New	Repair queued
eCRBA Digital Product Touchpoint Survey	Form and Instruction	New	Repair queued
Form Survey TSG Survey	Form and Instruction	New	Available
Form Survey Passport Application Survey	Form and Instruction	New	Available
30 Day FRN.pdf	Supplementary Document	Uploaded 2023-10-02	Repair queued
60 Day FRN.pdf	Supplementary Document	Uploaded 2023-10-02	Repair queued
DS-4318.docx	Supplementary Document	Uploaded 2023-10-02	Repair queued
Legal Authorities.docx	Supplementary Document	Uploaded 2023-10-02	Repair queued
Supporting Statement B 1405-0241.docx	Supporting Statement B	Uploaded 2023-10-02	Repair queued
Supporting Statement A 1405-0241.docx	Supporting Statement A	Uploaded 2023-10-02	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
281994	Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey	Form and Instruction	New	Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey
281928	Passport Acceptance Facility CX Survey	Form and Instruction	New	Passport Acceptance Facility CX Survey
280826	Great American State Fare – Consular Affairs Booth Survey	Form and Instruction	New	Great American State Fare – Consular Affairs Booth Survey
280784	Step Alert Survey Update	Form and Instruction	New	Step Alert Survey
279455	9f IRL Experience Screener	Form and Instruction	New	9f IRL Experience Screener Survey
278252	STEP Indefinite Stays Customer Interview Screener	Form and Instruction	New	STEP Indefinite Stays Customer Interview Screener
278114	1ci Live Aent Chat M2 Survey	Form and Instruction	New	1ci Live Aent Chat M2 Survey
278095	Qualtrics User Survey	Form and Instruction	New	Qualtrics User Survey
278094	New Website Name Survey	Form and Instruction	New	New Website Name Survey
277744	Online Passport Status System (OPSS) Survey	Form and Instruction	New	Online Passport Status System (OPSS) Survey
277743	2DB Filler Form Questions	Form and Instruction	New	2DB Filler Form Questions
277378	OCS STEP Indefinite Stays Customer Interview	Form and Instruction	New	OCS STEP Indefinite Stays Customer Interview
276754	Live Agent Chat Survey	Form and Instruction	New	Live Agent Chat Survey
276053	STEP Alert Screener	Form and Instruction	New	STEP Alert Screener
276031	STEP CX Alerts Survey	Form and Instruction	New	STEP CX Alerts Survey
276029	Travel State Gov Survey Update	Form and Instruction	New	Travel State Gov Survey Update
276014	TSG General Intercept Survey	Form and Instruction	New	TSG General Intercept Survey
275793	Passport AF CX Survey	Form and Instruction	New	Passport AF CX Survey
275221	STEP VoC Alerts Survey	Form and Instruction	New	STEP VoC Alerts Survey
275213	Passport Agency CX Survey	Form and Instruction	New	Passport Agency CX Survey
275212	Revised Survey for Online Passport Renewal	Form and Instruction	New	Revised Survey for Online Passport Renewal
274812	Passport Agency Cashless Pilot Survey	Form and Instruction	New	Passport Agency Cashless Pilot Survey
274757	CX Post Transaction Survey	Form and Instruction	New	TSG Survey
274352	NVC Notices Pilot Survey	Form and Instruction	New	NVC Notices Pilot Survey
274192	Consular Affairs Passport Counter Appointment Cashless Payment Pilot Post-Transaction Survey	Form and Instruction	New	State Cashless Pilot Survey
272277	Visa External Customer Research	Form and Instruction	New	Visa Screener Survey
271918	OCS CPIAP Customer Discovery Research	Form and Instruction	New	Research Screener - Customer Discovery Research CPIAP
271918	OCS CPIAP Customer Discovery Research	Form and Instruction	New	OCS CPIAP Customer Discovery Research Survey
270638	WSS TSG Research Screening	Instruction	New
269911	Automated Denial SMS Notification Survey	Form and Instruction	New	Automated Denial SMS Notification Survey Guide
269911	Automated Denial SMS Notification Survey	Form and Instruction	New	Automated Denial SMS Notification Survey Virtual
269400	OPR Follow Up Survey	Form and Instruction	New	OPR Follow Up Survey
268623	Consular Affairs Embassy New Delhi Visa Appointment Experience Survey	Form and Instruction	New	Consular Affairs Embassy New Delhi Visa Appointment Experience Survey
267814	Consular Affairs Passport Services, Customer Engagement Service Research	Form and Instruction	New	Passport CES Research Question Guide
267287	Recruitment Screening Survey, Visa Holders and Visa Applicants	Form	New	DVA Prototype Research Screening Survey
266375	Passport IRL Interviews	Instruction	New
266042	PHILEO H1-B survey	Form and Instruction	New	PHILEO H1-B survey
266042	PHILEO H1-B survey	Form and Instruction	New	PHILEO H1-B survey
265933	Usability Testing Interviews, current visa holders	Form and Instruction	New	Usability Testing Interviews, current visa holders
265498	TSG Research	Form and Instruction	New	TSG Research
264885	OPR Touchpoint Survey	Form	New	OPR Touchpoint Survey
264317	eCRBA Digital Product Touchpoint Survey	Form and Instruction	New	NA
263907	A-11 Sec 280 Surveys	Form and Instruction	New	TSG Survey
263907	A-11 Sec 280 Surveys	Form and Instruction	New	Passport Application Survey

ICR Details

OMB Control No: 1405-0241	ICR Reference No: 202310-1405-001
Status: Active	Previous ICR Reference No: 202010-1405-002
Agency/Subagency: STATE/AFA	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
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: 11/29/2023
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/02/2023
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2026	36 Months From Approved	11/30/2023
Responses	1,001,550	0	2,001,550
Time Burden (Hours)	101,125	0	101,125
Cost Burden (Dollars)	0	0	0

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Abstract: 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. To support this, OMB Circular A-11 Section 280 established government-wide standards for mature customer experience organizations in government and measurement. To enable Federal programs to deliver the experience taxpayers deserve, they must undertake three general categories of activities: conduct ongoing customer research, gather and share customer feedback, and test services and digital products.

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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 44433	07/12/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 67858	10/02/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 40

table that charts list of burden

IC Title	Form No.	Form Name
1ci Live Aent Chat M2 Survey	Survey	1ci Live Aent Chat M2 Survey
2DB Filler Form Questions	Survey	2DB Filler Form Questions
9f IRL Experience Screener	Survey	9f IRL Experience Screener Survey
A-11 Sec 280 Surveys	Survey, Survey	Passport Application Survey ,   TSG Survey
Automated Denial SMS Notification Survey	Survey, Survey	Automated Denial SMS Notification Survey Virtual ,   Automated Denial SMS Notification Survey Guide
CX Post Transaction Survey	1405-0241	TSG Survey
Consular Affairs Embassy New Delhi Visa Appointment Experience Survey	Survey	Consular Affairs Embassy New Delhi Visa Appointment Experience Survey
Consular Affairs Passport Counter Appointment Cashless Payment Pilot Post-Transaction Survey	1405-0241	State Cashless Pilot Survey
Consular Affairs Passport Services, Customer Engagement Service Research	NA	Passport CES Research Question Guide
Great American State Fare – Consular Affairs Booth  Survey	Survey	Great American State Fare – Consular Affairs Booth  Survey
Live Agent Chat Survey	Survey	Live Agent Chat Survey
NVC Notices Pilot Survey	Survey	NVC Notices Pilot Survey
New Website Name Survey	Survey	New Website Name Survey
OCS CPIAP Customer Discovery Research	1405-0241, Survey	OCS CPIAP Customer Discovery Research Survey ,   Research Screener - Customer Discovery Research CPIAP
OCS STEP Indefinite Stays Customer Interview	Survey	OCS STEP Indefinite Stays Customer Interview
OPR Follow Up Survey	Survey	OPR Follow Up Survey
OPR Touchpoint Survey	NA	OPR Touchpoint Survey
Online Passport Status System (OPSS) Survey	Curvey	Online Passport Status System (OPSS) Survey
PHILEO H1-B survey	Survey, Survey	PHILEO H1-B survey ,   PHILEO H1-B survey
Passport AF CX Survey	Survey	Passport AF CX Survey
Passport Acceptance Facility CX Survey	Survey	Passport Acceptance Facility CX Survey
Passport Agency CX Survey	Survey	Passport Agency CX Survey
Passport Agency Cashless Pilot Survey	Survey	Passport Agency Cashless Pilot Survey
Passport IRL Interviews
Qualtrics User Survey	survey	Qualtrics User Survey
Recruitment Screening Survey, Visa Holders and Visa Applicants	NA	DVA Prototype Research Screening Survey
Revised Survey for Online Passport Renewal	Survey	Revised Survey for Online Passport Renewal
STEP Alert Screener	Survey	STEP Alert Screener
STEP CX Alerts Survey	Survey	STEP CX Alerts Survey
STEP Indefinite Stays Customer Interview Screener	Survey	STEP Indefinite Stays Customer Interview Screener
STEP VoC Alerts Survey	Survey	STEP VoC Alerts Survey
Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey	Survey	Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey
Step Alert Survey Update	Survey	Step Alert Survey
TSG General Intercept Survey	Survey	TSG General Intercept Survey
TSG Research	Survey	TSG Research
Travel State Gov Survey Update	Survey	Travel State Gov Survey Update
Usability Testing Interviews, current visa holders	NA	Usability Testing Interviews, current visa holders
Visa External Customer Research	1405-0241	Visa Screener Survey
WSS TSG Research Screening
eCRBA Digital Product Touchpoint Survey	NA	NA

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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	1,001,550	2,001,550	0	-1,000,000	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:

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Annual Cost to Federal Government: $0

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.     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: 10/02/2023

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