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 |
|---|---|
 Form Survey Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey (document unavailable) | Form and Instruction |
| Form Survey Passport Acceptance Facility CX Survey (document unavailable) | Form and Instruction |
| Form Survey Great American State Fare – Consular Affairs Booth Survey (document unavailable) | Form and Instruction |
| Form Survey Step Alert Survey (document unavailable) | Form and Instruction |
| Form Survey 9f IRL Experience Screener Survey (document unavailable) | Form and Instruction |
| Form Survey STEP Indefinite Stays Customer Interview Screener (document unavailable) | Form and Instruction |
| Form Survey 1ci Live Aent Chat M2 Survey (document unavailable) | Form and Instruction |
| Form survey Qualtrics User Survey (document unavailable) | Form and Instruction |
| Form Survey New Website Name Survey (document unavailable) | Form and Instruction |
| Form Curvey Online Passport Status System (OPSS) Survey (document unavailable) | Form and Instruction |
| Form Survey 2DB Filler Form Questions (document unavailable) | Form and Instruction |
| Form Survey OCS STEP Indefinite Stays Customer Interview (document unavailable) | Form and Instruction |
| Form Survey Live Agent Chat Survey (document unavailable) | Form and Instruction |
| Form Survey STEP Alert Screener (document unavailable) | Form and Instruction |
| Form Survey STEP CX Alerts Survey (document unavailable) | Form and Instruction |
| Form Survey Travel State Gov Survey Update (document unavailable) | Form and Instruction |
| Form Survey TSG General Intercept Survey (document unavailable) | Form and Instruction |
| Form Survey Passport AF CX Survey (document unavailable) | Form and Instruction |
| Form Survey STEP VoC Alerts Survey (document unavailable) | Form and Instruction |
| Form Survey Passport Agency CX Survey (document unavailable) | Form and Instruction |
| Form Survey Revised Survey for Online Passport Renewal (document unavailable) | Form and Instruction |
| Form Survey Passport Agency Cashless Pilot Survey (document unavailable) | Form and Instruction |
| Form 1405-0241 TSG Survey (document unavailable) | Form and Instruction |
| Form Survey NVC Notices Pilot Survey (document unavailable) | Form and Instruction |
| Form 1405-0241 State Cashless Pilot Survey (document unavailable) | Form and Instruction |
| Form 1405-0241 Visa Screener Survey (document unavailable) | Form and Instruction |
| Form 1405-0241 Research Screener - Customer Discovery Research CPIAP (document unavailable) | Form and Instruction |
| Form Survey OCS CPIAP Customer Discovery Research Survey (document unavailable) | Form and Instruction |
| Form Survey Automated Denial SMS Notification Survey Guide (document unavailable) | Form and Instruction |
| Form Survey Automated Denial SMS Notification Survey Virtual (document unavailable) | Form and Instruction |
| Form Survey OPR Follow Up Survey (document unavailable) | Form and Instruction |
| Form Survey Consular Affairs Embassy New Delhi Visa Appointment Experience Survey (document unavailable) | Form and Instruction |
| Passport CES Research Question Guide (document unavailable) | Form and Instruction |
| DVA Prototype Research Screening Survey (document unavailable) | Form |
| Form Survey PHILEO H1-B survey (document unavailable) | Form and Instruction |
| Form Survey PHILEO H1-B survey (document unavailable) | Form and Instruction |
| Usability Testing Interviews, current visa holders (document unavailable) | Form and Instruction |
| Form Survey TSG Research (document unavailable) | Form and Instruction |
| OPR Touchpoint Survey (document unavailable) | Form |
| NA (document unavailable) | Form and Instruction |
 Form Survey TSG Survey | Form and Instruction |
| Form Survey Passport Application Survey | Form and Instruction |
 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.docx | Supporting Statement A |
 Smart Traveler Enrollment Program (STEP) Enrollment Improvements Survey |
Form and Instruction |
| Passport Acceptance Facility CX Survey |
Form and Instruction |
| Great American State Fare – Consular Affairs Booth Survey |
Form and Instruction |
| Step Alert Survey Update |
Form and Instruction |
| 9f IRL Experience Screener |
Form and Instruction |
| STEP Indefinite Stays Customer Interview Screener |
Form and Instruction |
| 1ci Live Aent Chat M2 Survey |
Form and Instruction |
| Qualtrics User Survey |
Form and Instruction |
| New Website Name Survey |
Form and Instruction |
| Online Passport Status System (OPSS) Survey |
Form and Instruction |
| 2DB Filler Form Questions |
Form and Instruction |
| OCS STEP Indefinite Stays Customer Interview |
Form and Instruction |
| Live Agent Chat Survey |
Form and Instruction |
| STEP Alert Screener |
Form and Instruction |
| STEP CX Alerts Survey |
Form and Instruction |
| Travel State Gov Survey Update |
Form and Instruction |
| TSG General Intercept Survey |
Form and Instruction |
| Passport AF CX Survey |
Form and Instruction |
| STEP VoC Alerts Survey |
Form and Instruction |
| Passport Agency CX Survey |
Form and Instruction |
| Revised Survey for Online Passport Renewal |
Form and Instruction |
| Passport Agency Cashless Pilot Survey |
Form and Instruction |
| CX Post Transaction Survey |
Form and Instruction |
| NVC Notices Pilot Survey |
Form and Instruction |
| Consular Affairs Passport Counter Appointment Cashless Payment Pilot Post-Transaction Survey |
Form and Instruction |
| Visa External Customer Research |
Form and Instruction |
| OCS CPIAP Customer Discovery Research |
Form and Instruction |
| OCS CPIAP Customer Discovery Research |
Form and Instruction |
| WSS TSG Research Screening |
Instruction |
| Automated Denial SMS Notification Survey |
Form and Instruction |
| Automated Denial SMS Notification Survey |
Form and Instruction |
| OPR Follow Up Survey |
Form and Instruction |
| Consular Affairs Embassy New Delhi Visa Appointment Experience Survey |
Form and Instruction |
| Consular Affairs Passport Services, Customer Engagement Service Research |
Form and Instruction |
| Recruitment Screening Survey, Visa Holders and Visa Applicants |
Form |
| Passport IRL Interviews |
Instruction |
| PHILEO H1-B survey |
Form and Instruction |
| PHILEO H1-B survey |
Form and Instruction |
| Usability Testing Interviews, current visa holders |
Form and Instruction |
| TSG Research |
Form and Instruction |
| OPR Touchpoint Survey |
Form |
| eCRBA Digital Product Touchpoint Survey |
Form and Instruction |
| A-11 Sec 280 Surveys |
Form and Instruction |
| A-11 Sec 280 Surveys |
Form and Instruction |
All Historical Document Collections
| Reference | Filing | Received | Concluded | Action |
|---|---|---|---|---|
| 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.