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

Forms and Documents

Document Name	Status
Justification for Non-Substantive Change 1090-0012.docx Justification for No Material/Nonsubstantive Change	2025-01-07
PUBLISHED ICR 1090-0012 (88 FR 87791).pdf Supplementary Document	2023-12-19
ICR Template_A11 Section 280 Clearance 11 16 23.docx Supplementary Document	2023-12-06
Supporting Statement A for Agencies_A 11 Section 280 Improving Customer Experience_CLEAN 2 28 24.docx Supporting Statement A	2024-02-28
EO 14058.pdf Supplementary Document	2023-12-06
EO 12862.pdf Supplementary Document	2023-12-06
1090-0012 Published 60 Day Notice - 88 FR 30337 - 05112023.pdf Supplementary Document	2023-05-16
HCD-Discovery-Guide-Interagency-v12-1.pdf Supplementary Document	2020-06-02
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_060220.docx Supporting Statement B	2020-06-02

IC Document Collections

IC ID	Document Title	Status
271672	National Wildlife Refuge System Voluntary Lead-Free Pilot Program Other-Survey Tool	Unchanged
271158	Co-designing with (not for) Communities Focus Group Other-Survey Tool	Unchanged
270981	Seeking Feedback on the FWS Fish and Aquatic Conservation Program Strategic Plan 2025-2030 Other-USFWS FAC Strat Plan - Federal Agency Partner	Unchanged
270980	Semi-Structured Interviews with Applicants and Permittees to Understand Their Customer Experience with ePermits Other-Survey Tool	Unchanged
269136	BTFA Delay in Distribution (Payment) Survey Other-Survey Tool	Unchanged
267865	Customer Satisfaction Survey for Bureau of Trust Funds Administration (BTFA) – Trust Beneficiary Call Center (TBCC) Other-Phone Script	Unchanged
267363	User Feedback for Recreational Trip Planning on fws.gov Other-Survey Tool	Unchanged
266144	NPS.gov Customer Experience Survey Other-Survey Tool	Unchanged
265824	Volunteer.gov Customer Experience Survey Other-Survey Tool	Unchanged
265784	Midwest Conservation Blueprint Feedback Survey Other-Survey Tool	Unchanged
265738	NPS.gov Customer Experience Survey Other-Survey Tool	Unchanged

ICR Details

OMB Control No: 1090-0012	ICR Reference No: 202501-1090-001
Status: Received in OIRA	Previous ICR Reference No: 202305-1090-001
Agency/Subagency: DOI/ASPMB	Agency Tracking No: HISP
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 01/07/2025

	Requested	Previously Approved
Expiration Date	02/28/2027	02/28/2027
Responses	550,000	146,384
Time Burden (Hours)	45,000	13,876
Cost Burden (Dollars)	0	0

---

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. 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. 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.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   EO: EO 14058 Name/Subject of EO: ransforming Customer Experience and Service Delivery to Rebuild Trust in Government
  

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 30337	05/11/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 87791	12/19/2023
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 11

IC Title	Form No.	Form Name
BTFA Delay in Distribution (Payment) Survey
Co-designing with (not for) Communities Focus Group
Customer Satisfaction Survey for Bureau of Trust Funds Administration (BTFA) – Trust Beneficiary Call Center (TBCC)
Midwest Conservation Blueprint Feedback Survey
NPS.gov Customer Experience Survey
NPS.gov Customer Experience Survey
National Wildlife Refuge System Voluntary Lead-Free Pilot Program
Seeking Feedback on the FWS Fish and Aquatic Conservation Program Strategic Plan 2025-2030
Semi-Structured Interviews with Applicants and Permittees to Understand Their Customer Experience with ePermits
User Feedback for Recreational Trip Planning on fws.gov
Volunteer.gov Customer Experience Survey

---

ICR Summary of Burden

	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	550,000	146,384	0	403,616	0	0
Annual Time Burden (Hours)	45,000	13,876	0	31,124	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: Through this non-substantive change request, DOI is requesting to increase the overall responses by 403,616 and total burden hours by 31,124 to meet Departmental needs for the generic clearance. This past year the Department hired a Chief Experience Officer, he and his team are actively planning Customer experience work and this generic clearance is considered a key tool in those efforts.

---

Annual Cost to Federal Government: $6,739

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

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

---

Common Form ICR:  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:

(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: 01/07/2025

---