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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
ICR Template_A11 Section 280 Clearance v 5 13 24.docx	Supplementary Document	Uploaded 2024-08-12	Repair queued
2511-0001 30 Day Notice (2024-16857).pdf	Supplementary Document	Uploaded 2024-08-02	Repair queued
2511-0001 30 Day Notice (2024-16857).pdf	Supplementary Document	Uploaded 2024-08-02	Repair queued
83c 2511-0001.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2021-10-15	Available
83c 2511-0001.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2021-10-15	Repair queued
ICR Template_A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2021-07-19	Repair queued
ICR Template_A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2021-07-19	Repair queued
30 day FR A11 Section280.pdf	Supplementary Document	Uploaded 2021-07-19	Repair queued
30 day FR A11 Section280.pdf	Supplementary Document	Uploaded 2021-07-19	Repair queued
Revised Supporting Statement B for HUD_A 11 Section 280 Improving Customer Experience (F).docx	Supporting Statement B	Uploaded 2024-08-02	Available
Revised Supporting Statement B for HUD_A 11 Section 280 Improving Customer Experience (F).docx	Supporting Statement B	Uploaded 2024-08-02	Repair queued
Revised Supporting Statement A for HUD_A 11 Section 280 Improving Customer Experience (F) v 7 18 24.docx	Supporting Statement A	Uploaded 2024-08-02	Repair queued
Revised Supporting Statement A for HUD_A 11 Section 280 Improving Customer Experience (F) v 7 18 24.docx	Supporting Statement A	Uploaded 2024-08-02	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
267154	HUD Digital Experience Web Survey	Other-Survey	Unchanged
266553	Office of Public Affairs – Bi-Weekly Stakeholder Briefing: Post Meeting Survey	Other-Survey	Unchanged
265799	Partner/Intermediary Customer Survey	Other-Survey	Unchanged
265310	HUD FHA Resource Center Surveys	Other-suvery	Unchanged
264343	Engaging with FHEO in the Discrimination Complaint Process Survey	Other-survey	Unchanged
261631	Waitlist Data Management and Burden Improvement at HUD: Prototype Testing	Other-Survey	Unchanged
260377	HUD REAC NSPIRE Inspection Survey	Other-Survey	Unchanged
259771	FHEO Filing a Complaint Case Completed Survey	Other-Survey	Unchanged
259770	FHEO Filing a Complaint Pop Up Survey	Other-Survey	Unchanged
259769	FHEO Filing a Complaint Behavioral Intercept Survey	Other-Survey	Unchanged
259768	FHEO Filing a Complaint Web Page Survey	Other-Survey	Unchanged
259690	Waitlist Data Management and Burden Improvement at HUD	Other-Survey	Unchanged
259447	Waitlist Data Management and Burden Improvement at HUD	Other-Contacts	Unchanged
258846	HUBC Students Homeownership Community Interview	Other-Question and Conversation Guide	Unchanged
258844	Historically Black College and University (HBCU) Students Community Homeownership Survey	Other-Survey	Unchanged
257950	Waitlist date Management and Burden Improvement at HUD	Other-Email Invitations	Unchanged
251988	HUD Discrimination Complaints CX Research	Other-Template	Unchanged
251987	FPM Website Experience Survey	Other-Instrument	Unchanged
251985	FPM Interaction Survey	Other-Instrument	Unchanged
251618	PAVE Website Survey	Other-Screenshot	Unchanged
249981	HUD/Federal Housing Administration (FHA) - Santa Ana Homeownership Center Survey	Other-Survey	Unchanged
249980	HUD/Federal Housing Administration (FHA) - FHA Resource Center Survey	Other-Surv ey	Unchanged
249979	HUD/Federal Housing Administration (FHA) - Philadelphia Homeownership Center Survey	Other-Survey	Unchanged
249978	HUD's National Servicing Center (internal) Survey	Other-Survey	Unchanged
249977	HUD's National Servicing Center (external) Survey	Other-Surveyy	Unchanged
249975	HUD Headquarters Survey	Other-survey	Unchanged
249974	HUD's Federal Housing Administration's (FHA) FAQ Website Survey	Other-survey	Unchanged
249966	HUD/Federal Housing Administration (FHA) - Denver Homeownership Center Survey	Other-Survey	Unchanged
249965	HUD/Federal Housing Administration (FHA) - Atlanta Homeownership Center Survey	Other-survey	Unchanged
249887	Equitable Engagement at HUD – Young Adult Listening Session	Other-survey	Unchanged
249848	HUD Customer Experience (CX)	Other-Survey	Unchanged
249760	Equitable Engagement at HUD – Credit-Related Barriers to Homeownership	Other-Questionnaire	Unchanged

ICR Details

OMB Control No: 2511-0001	ICR Reference No: 202408-2511-001
Status: Historical Inactive	Previous ICR Reference No: 202110-2511-003
Agency/Subagency: HUD/CFO	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A–11, Section 280)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Improperly submitted and continue	Conclusion Date: 09/05/2024
Retrieve Notice of Action (NOA)	Date Received in OIRA: 08/12/2024
Terms of Clearance: The agency improperly submitted this as a non-substantive change request when it should have been an ICR Revision. The agency is encouraged to resbumit the ICR to OMB as soon as possible.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2024	09/30/2024	10/31/2024
Responses	724,550	0	724,550
Time Burden (Hours)	25,000	0	25,000
Cost Burden (Dollars)	0	0	0

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Abstract: 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 U.S. Department of Housing and Urban Development (hereafter “the Agency”) 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.

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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:
	86 FR 7302	01/27/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 37177	07/14/2021
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 32

table that charts list of burden

IC Title	Form No.	Form Name
Engaging with FHEO in the Discrimination Complaint Process Survey
Equitable Engagement at HUD – Credit-Related Barriers to Homeownership
Equitable Engagement at HUD – Young Adult Listening Session
FHEO Filing a Complaint Behavioral Intercept Survey
FHEO Filing a Complaint Case Completed Survey
FHEO Filing a Complaint Pop Up Survey
FHEO Filing a Complaint Web Page Survey
FPM Interaction Survey
FPM Website Experience Survey
HUBC Students Homeownership Community Interview
HUD Customer Experience (CX)
HUD Digital Experience Web Survey
HUD Discrimination Complaints CX Research
HUD FHA Resource Center Surveys
HUD Headquarters Survey
HUD REAC NSPIRE Inspection Survey
HUD's Federal Housing Administration's (FHA) FAQ Website Survey
HUD's National Servicing Center (external) Survey
HUD's National Servicing Center (internal) Survey
HUD/Federal Housing Administration (FHA) - Atlanta Homeownership Center Survey
HUD/Federal Housing Administration (FHA) - Denver Homeownership Center Survey
HUD/Federal Housing Administration (FHA) - FHA Resource Center Survey
HUD/Federal Housing Administration (FHA) - Philadelphia Homeownership Center Survey
HUD/Federal Housing Administration (FHA) - Santa Ana Homeownership Center Survey
Historically Black College and University (HBCU) Students Community Homeownership Survey
Office of Public Affairs – Bi-Weekly Stakeholder Briefing: Post Meeting Survey
PAVE Website Survey
Partner/Intermediary Customer Survey
Waitlist Data Management and Burden Improvement at HUD
Waitlist Data Management and Burden Improvement at HUD
Waitlist Data Management and Burden Improvement at HUD: Prototype Testing
Waitlist date Management and Burden Improvement at HUD

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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: The purpose of collecting volume and response numbers is to share customer feedback measures in context of the response rate and total volume of responses to qualify interpretation of the CX feedback data.

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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: 08/12/2024

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