On September 11, 1993, President
Clinton issued Executive Order 12862, “Setting Customer Service
Standards” which clearly define his vision that the Federal
agencies will put the people first. Executive Order 12862 directs
Federal agencies to provide service to the public that matches or
exceeds the best service available in the private sector. Section
1(b) of Executive Order 12862 requires government agencies to
“survey customers to determine the kind and quality of services
they want and their level of satisfaction with existing services”
and Section 1(e) requires agencies “survey front-line employees on
barriers to, and ideas for, matching the best in business.” On
March 30, 2016, President Obama established the Core Federal
Services Council, which again emphasized the need to deliver
world-class customer service to the American people. The Council,
composed of the major high-volume, high-impact Federal programs
that provide transactional services directly to the public, were
encouraged “to improve the customer experience by using public and
private sector management best practices, such as conducting
self-assessments and journey mapping, collecting transactional
feedback data, and sharing such data with frontline and other
staff.” 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. In
December 2021, President Biden issued Executive Order 14058:
Transforming Federal Customer Experience and Service Delivery to
Rebuild Trust in Government, which defines actions all agencies
should take to improve customer experience through performance
plans, digital modernization, and information collections. The
President’s Management Agenda also names as a key priority
delivering excellent, equitable and secure Federal services and
customer experience. 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
Institute of Museum and Library Services (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.
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.
IMLS_A 11 Section 280 Improving Customer Experience_Supporting Statement B 2024Renewal_20240905.docx
3137-0130 Section 280 Improving Customer Experience - Burden Estimate_20240905.xlsx