Download:
docx |
pdf
DEPARTMENT
OF VETERANS AFFAIRS
[OMB
Control No. 2900-0876]
Agency
Information Collection
Activity under OMB Review: Clearance
for A–11 Section 280 Improving Customer Experience Information
Collection
AGENCY:
Veterans
Experience Office,
Department of Veterans Affairs.
ACTION:
Notice.
SUMMARY:
In
compliance with the Paperwork Reduction Act (PRA) of 1995, this
notice announces that the Veterans
Experience Office,
Department of Veterans Affairs, will submit the collection of
information abstracted below to the Office of Management and Budget
(OMB) for review and comment. The PRA submission describes the
nature of the information collection and its expected cost and burden
and it includes the actual data collection instrument.
DATES:
Written
comments and recommendations for the proposed information collection
should be sent within 30 days of publication of this notice to
www.reginfo.gov/public/do/PRAMain.
Find this particular information collection by selecting "Currently
under 30-day Review - Open for Public Comments" or by using the
search function. Refer to
‘‘Clearance
for A–11 Section 280 Improving Customer Experience Information
Collection”
in any correspondence.
FOR
FURTHER INFORMATION CONTACT:
Maribel Aponte, Office of Enterprise and Integration, Data
Governance Analytics (008), 810 Vermont Ave. NW, Washington, DC
20006, (202) 266-4688 or email [email protected]. Please refer
to ‘‘OMB Control No. 2900–0876” in any
correspondence.
SUPPLEMENTARY
INFORMATION:
Authority:
44 U.S.C.
3501-21.
Title:
Clearance
for A–11 Section 280 Improving Customer Experience Information
Collection.
OMB
Control Number:
2900-0876.
Type
of Review:
ICR
Revision.
Abstract:
This ICR Revision
seeks to extend the expiration date that currently expires in March
2023, and increase the burden hours associated with the Department of
Veterans Affairs customer experience data collection system from
1,754,975 to 2,504,975, and the number of responses from 3,500,000 to
5,000,000.
VA, when it
submitted the original Clearance for A–11 Section 280 Improving
Customer Experience Information Collection, calculated total the
burden needed based on the number of Customer Satisfaction surveys
under management (43 in calendar year 2020) and our informed estimate
of growth in number of surveys under management. As a result of
unexpectedly strong and robust need (and corresponding requests) for
new customer experience surveys by VA customers (stakeholders and
partners), VA has already reached 147 surveys under management and
anticipate reaching 200 by the end of Fiscal Year 2023. This
anticipated FY23 growth, and per our models for growth from now until
our current ICR expires in March, 2023, directly translates into a
corresponding need for an increase in associated burden hours from
1,754,975 to 2,504,975, and the number of responses from 3,500,000 to
5,000,000, to accommodate the current and future demand.
General Background
on our Customer Experience data collection listening tools
Whether seeking a
loan, Social Security benefits, Veterans benefits, or other services
provided by the Federal Government, individuals and businesses expect
Government customer services to be efficient and intuitive, just like
services from leading private-sector organizations. Yet the 2016
American Consumer Satisfaction Index and the 2017 Forrester Federal
Customer Experience Index show that, on average, Government services
lag nine percentage points behind the private sector. 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.
These data
collection efforts may be either qualitative or quantitative in
nature or may consist of mixed methods. Additionally, data may be
collected via a variety of means, including but not limited to
electronic or social media, direct or indirect observation (i.e., in
person, video and audio collections), interviews, questionnaires,
surveys, and focus groups. Veterans Experience Office will limit its
inquiries to data collections that solicit strictly voluntary
opinions or responses. Steps will be taken to ensure anonymity of
respondents in each activity covered by this request.
The
results of the data collected will be used to improve the delivery of
Federal services and programs. It will include the creation of
personas, customer journey maps, and reports and summaries of
customer feedback data and user insights. Veterans Experience Office
will collect this information by electronic means when possible, as
well as by mail, fax, telephone, technical discussions, and in-person
interviews. Veterans Experience Office may also utilize observational
techniques to collect this information.
Collections will be
targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program
in the near future. For the purposes of this request, ‘‘customers’’
are individuals, businesses, and organizations that interact with a
Federal Government agency or program, either directly or via a
Federal contractor. This could include individuals or households;
businesses or other for-profit organizations; not-for profit
institutions; State, local or tribal governments; Federal government;
and Universities.
An
agency may not conduct or sponsor, and a person is not required to
respond to a collection of information unless it displays a currently
valid OMB control number. The Federal
Register
Notice with a 60-day comment period soliciting comments on this
collection of information was published at 84 FR 149 on August 2,
2019, pages 37953 and 37954. No comments on this data collection
request were submitted by the public.
Affected
Public:
Individuals
or Households.
Estimated
Annual Burden:
2,504,975
Estimated
Average Burden Per Respondent:
Varied,
dependent upon the data collection method used. The possible response
time to complete a questionnaire or survey may be 2 minutes or up to
2 hours to participate in an interview.
Frequency
of Response:
Varied,
dependent upon the data collection method used.
Estimated
Number of Respondents:
5,000,000.
By
direction of the Secretary:
Maribel
Aponte,
VA
PRA Clearance Officer,
Office
of Enterprise and Integration, Data Governance Analytics,
Department
of Veterans Affairs.
BILLING
CODE 8320-01-P
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | DEPARTMENT OF VETERANS AFFAIRS |
| Author | dgonzalez |
| File Modified | 0000-00-00 |
| File Created | 2025-05-19 |