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

Forms and Documents

Document	Type	Status	Availability
DOT Supporting Statement A for DOT_A 11 Section 280 Improving Customer Experience.docx	Supporting Statement A	Uploaded 2025-06-24	Repair queued
DOT Supporting Statement A for DOT_A 11 Section 280 Improving Customer Experience.docx	Supporting Statement A	Uploaded 2025-06-24	Repair queued
ICR Template A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2022-05-17	Repair queued
ICR Template A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2022-05-17	Repair queued
DOT Supporting Statement B for A11 280 Clearance.docx	Supporting Statement B	Uploaded 2025-06-18	Repair queued
DOT Supporting Statement B for A11 280 Clearance.docx	Supporting Statement B	Uploaded 2025-06-18	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form

ICR Details

OMB Control No: 2105-0583	ICR Reference No: 202506-2105-001
Status: Active	Previous ICR Reference No: 202205-2105-004
Agency/Subagency: DOT/OST	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 without change	Conclusion Date: 09/08/2025
Retrieve Notice of Action (NOA)	Date Received in OIRA: 06/24/2025
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2028	36 Months From Approved	09/30/2025
Responses	2,001,550	0	2,001,550
Time Burden (Hours)	101,125	0	101,125
Cost Burden (Dollars)	2,737,454	0	2,737,454

---

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.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	90 FR 15196	04/08/2025
30-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 26901	06/24/2025
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 0

---

ICR Summary 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	2,001,550	2,001,550	0	0	0	0
Annual Time Burden (Hours)	101,125	101,125	0	0	0	0
Annual Cost Burden (Dollars)	2,737,454	2,737,454	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:

---

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

---

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: 06/24/2025

---