OMB control number
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
OMB 1405-0241 · STATE/AFA.
OMB 1405-0241
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.
The latest form for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) expires 2026-11-30 and is listed under ICR 202310-1405-001.
Latest Forms, Documents, and Supporting Material
| Document | Type |
|---|---|
 RE 1405-0241 PublicComment.msg | Supplementary Document |
 Legal Authorities for Improving Customer Experience.docx | Supplementary Document |
| State ICR Template 1405-0241 REDLINE 11 20 23 .docx | Supplementary Document |
 30 Day FRN.pdf | Supplementary Document |
| 60 Day FRN.pdf | Supplementary Document |
| DS-4318.docx | Supplementary Document |
| Legal Authorities.docx | Supplementary Document |
| Supporting Statement B 1405-0241.docx | Supporting Statement B |
| Supporting Statement A 1405-0241_8.6.2026.docx | Supporting Statement A |
 Generic Clearance for Improving Customer Experience |
Information collection |
All Historical Document Collections
| Reference | Filing | Received | Concluded | Action |
|---|---|---|---|---|
| 202611-1405-001 | Revision of a currently approved collection | 2026-11-12 | ||
| 202310-1405-001 | Extension without change of a currently approved collection | 2023-10-02 | Approved with change | |
| 202010-1405-002 | New collection (Request for a new OMB Control Number) | 2020-10-20 | Approved with change |
OMB Details
A-11 Sec 280 Surveys
Federal Enterprise Architecture: Workforce Management - Training and Employment
| Form | Name | Electronic access | Type |
|---|---|---|---|
| Form Survey | TSG Survey | Fillable Printable | Form and instruction |
| Form Survey | Passport Application Survey | Fillable Printable | Form and instruction |
Review document collections for all forms, instructions, and supporting documents - including paper/printable forms.