60 Day FRN

Federal Register / Vol. 85, No. 96 / Monday, May 18, 2020 / Notices
Dated: May 7, 2020.
Brenda B. Smith,
Executive Assistant Commissioner, Office of
Trade.
[FR Doc. 2020–10395 Filed 5–15–20; 8:45 am]
BILLING CODE 9111–14–P

DEPARTMENT OF HOMELAND
SECURITY
Federal Emergency Management
Agency
[Docket ID: FEMA–2019–0021; OMB No.
1660–NW75]

Agency Information Collection
Activities: Submission for OMB
Review; Comment Request; Facility
Access Request
Federal Emergency
Management Agency, DHS.
ACTION: Notice and request for
comments.
AGENCY:

The Federal Emergency
Management Agency (FEMA) will
submit the information collection
abstracted below to the Office of
Management and Budget for review and
clearance in accordance with the
requirements of the Paperwork
Reduction Act of 1995. The submission
will describe the nature of the
information collection, the categories of
respondents, the estimated burden (i.e.,
the time, effort and resources used by
respondents to respond) and cost, and
the actual data collection instruments
FEMA will use.
DATES: Comments must be submitted on
or before June 17, 2020.
ADDRESSES: Submit written comments
on the proposed information collection
to the Office of Information and
Regulatory Affairs, Office of
Management and Budget. Comments
should be addressed to the Desk Officer
for the Department of Homeland
Security, Federal Emergency
Management Agency, and sent via
electronic mail to dhsdeskofficer@
omb.eop.gov.
FOR FURTHER INFORMATION CONTACT:
Requests for additional information or
copies of the information collection
should be made to Director, Information
Management Division, 500 C Street SW,
Washington, DC 20472, email address
FEMA-Information-CollectionsManagement@fema.dhs.gov or J’son
Tyson; Chief, Identity Credential and
Access Management; FEMA/OCSO/
FOD; 202–412–5600; j’son.tyson@
fema.dhs.gov.
SUPPLEMENTARY INFORMATION: This
proposed information collection

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SUMMARY:

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previously published in the Federal
Register on January 22, 2020 at 85 FR
3712 with a 60-day public comment
period. No comments were received.
The purpose of this notice is to notify
the public that FEMA will submit the
information collection abstracted below
to the Office of Management and Budget
for review and clearance.

e.g., permitting electronic submission of
responses.

Collection of Information

BILLING CODE 9111–19–P

Title: Facility Access Request.
Type of information collection: New
information collection.
OMB Number: 1660–NW75.
Form Titles and Numbers: FEMA
Form 121–3–1–3A and 121–3–1–3B.
Abstract: The purpose of these forms
is to apply for access to all FEMA
controlled facilities. This information is
used to create a profile in the Physical
Access Control System. The Personally
Identifiable Information is used to
authenticate the identity of Federal
employees, contractors, and visitors
who have entry authorization, and in
the event of an emergency, to contact
individuals. Respondents are typically
all occupations.
Affected Public: Federal Government
& State, local or Tribal Government.
Estimated Number of Respondents:
20,500.
Estimated Number of Responses:
20,500.
Estimated Total Annual Burden
Hours: 3,485.
Estimated Total Annual Respondent
Cost: $127,098.
Estimated Respondents’ Operation
and Maintenance Costs: None.
Estimated Respondents’ Capital and
Start-Up Costs: None.
Estimated Total Annual Cost to the
Federal Government: $23,027.
Comments
Comments may be submitted as
indicated in the ADDRESSES caption
above. Comments are solicited to (a)
evaluate whether the proposed data
collection is necessary for the proper
performance of the agency, including
whether the information shall have
practical utility; (b) evaluate the
accuracy of the agency’s estimate of the
burden of the proposed collection of
information, including the validity of
the methodology and assumptions used;
(c) enhance the quality, utility, and
clarity of the information to be
collected; and (d) minimize the burden
of the collection of information on those
who are to respond, including through
the use of appropriate automated,
electronic, mechanical, or other
technological collection techniques or
other forms of information technology,

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Maile Arthur,
Acting Records Management Branch Chief,
Office of the Chief Administrative Officer,
Mission Support, Federal Emergency
Management Agency, Department of
Homeland Security.
[FR Doc. 2020–10513 Filed 5–15–20; 8:45 am]

DEPARTMENT OF HOMELAND
SECURITY
[Docket Number DHS–2020–0019]

Agency Information Collection
Activities: Generic Clearance for
Improving Customer Experience (OMB
Circular A–11, Section 280
Implementation)
Department of Homeland
Security (DHS).
ACTION: 60-Day Notice and request for
comments; New Collection, 1601–NEW.
AGENCY:

The Department of Homeland
Security (DHS) as part of its continuing
effort to reduce paperwork and
respondent burden, is announcing an
opportunity for public comment on a
new proposed collection of information
by the Agency. Under the Paperwork
Reduction Act of 1995 (PRA), Federal
Agencies are required to publish notice
in the Federal Register concerning each
proposed collection of information, and
to allow 60 days for public comment in
response to the notice. This notice
solicits comments on new collection
proposed by the Agency.
DATES: Comments are encouraged and
will be accepted until July 17, 2020.
This process is conducted in accordance
with 5 CFR 1320.1.
ADDRESSES: You may submit comments,
identified by docket number Docket
Number DHS–2020–0019, at:
Æ Federal eRulemaking Portal: http://
www.regulations.gov. Please follow the
instructions for submitting comments.
Instructions: All submissions received
must include the agency name and
docket number Docket Number DHS–
2020–0019. All comments received will
be posted without change to http://
www.regulations.gov, including any
personal information provided.
Docket: For access to the docket to
read background documents or
comments received, go to http://
www.regulations.gov.
SUPPLEMENTARY INFORMATION: On
September 11, 1993, President Clinton
issued Executive Order 12862, ‘‘Setting
Customer Service Standards’’ which
clearly define his vision that the Federal
SUMMARY:

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Federal Register / Vol. 85, No. 96 / Monday, May 18, 2020 / Notices

agencies will put the people first.
Executive Order 12862 directs Federal
agencies to provide service to the public
that matches or exceeds the best service
available in the private sector. Section
1(b) of Executive Order 12862 requires
government agencies to ‘‘survey
customers to determine the kind and
quality of services they want and their
level of satisfaction with existing
services’’ and Section 1(e) requires
agencies ‘‘survey front-line employees
on barriers to, and ideas for, matching
the best in business.’’
On March 30, 2016, President Obama
established the Core Federal Services
Council, which again emphasized the
need to deliver world-class customer
service to the American people. The
Council, composed of the major highvolume, high-impact Federal programs
that provide transactional services
directly to the public, were encouraged
‘‘to improve the customer experience by
using public and private sector
management best practices, such as
conducting self-assessments and
journey mapping, collecting
transactional feedback data, and sharing
such data with frontline and other
staff.’’
In March 2018, the Administration of
President Trump launched the
President’s Management Agenda (PMA)
and established new Cross-Agency
Priority (CAP) Goals. Excellent service
was established as a core component of
the mission, service, stewardship model
that frames the entire PMA, embedding
a customer-focused approach in all of
the PMA’s initiatives. This model was
also included in the 2018 update of the
Federal Performance Framework in
Circular A–11, ensuring ‘excellent
service’ as a focus in future agency
strategic planning efforts. The PMA
included a CAP Goal on Improving
Customer Experience with Federal
Services, with a primary strategy to
drive improvements within 25 of the
nation’s highest impact programs. This
effort is supported by an interagency
team and guidance in Circular A–11
requiring the collection of customer
feedback data and increasing the use of
industry best practices to conduct
customer research.
These Presidential actions and
requirements establish an ongoing
process of collecting customer insights
and using them to improve services.
This new request will enable the
Department of Homeland Security
(hereafter ‘‘the Agency’’) to act in
accordance with OMB Circular A–11
Section 280 to ultimately transform the
experience of its customers to improve
both efficiency and mission delivery,
and increase accountability by

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communicating about these efforts with
the public.
The Agency will collect, analyze, and
interpret information gathered through
this generic clearance to identify
services’ accessibility, navigation, and
use by customers, and make
improvements in service delivery based
on customer insights gathered through
developing an understanding of the user
experience interacting with
Government.
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.
‘‘Service delivery’’ or ‘‘services’’ refers
to the multitude of diverse interactions
between a customer and Federal agency
such as applying for a benefit or loan,
receiving a service such as healthcare or
small business counseling, requesting a
document such as a passport or social
security card, complying with a rule or
regulation such as filing taxes or
declaring goods, utilizing resources
such as a park or historical site, or
seeking information such as public
health or consumer protection notices.
Under this request, three types of
activities will be conducted to generate
customer insights:
Customer Research (E.g., User
Persona and Journey Map
Development): A critical first
component of understanding customer
experience is to develop customer
personas and journey maps. This
process enables the Agency to more
deeply understand the customer
segments they serve and to organize the
processes customers interact with
throughout their engagement with the
Federal entity to accomplish a task or
meet a need. In order to adequately
capture the perspective of the customer
and the barriers or supports that exist as
they navigate these journeys, it is
necessary to directly interact with
customers rather than relying solely
upon the Agency’s stated policy of how
a process should work or employees’
interpretation of how services are
delivered. This can occur through a
variety of information collection
mechanisms that include focus groups,
individual intercept interviews at a
service site, shadowing a user as they
navigate a Federal service and
documenting their reactions and
frustrations, customer free-response
comment cards, or informal small
discussion groups.
Regardless of the format, the Agency
will apply Human Centered Design
(HCD) Discovery methods to generate
personas and journey maps, ultimately

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identifying customer insights. An
approach to recruiting participants,
resources for preparing and structuring
interviews, and a consent form for
interviewees can be found at https://
www.gsa.gov/cdnstatic/HCD-DiscoveryGuide-Interagency-v12-1.pdf. This
document is also included in the
package.
Insights documented, summarized
and presented in customer personas and
journey maps can then be shared across
the program, the Agency, other Federal,
State, and Local government
stakeholders and even with the public
to validate and discuss common themes
identified. These products can be used
as ‘‘indicator lights’’ for where more
rigorous qualitative and quantitative
research can be conducted to improve
Federal service delivery.
Publicly shared personas and journey
maps will include language that
qualifies their use (see question #16),
and high-level, non-identifying
descriptive statistics of the
population(s) interviewed to develop it
(ex. ‘‘25 Service members that
transitioned to civilian employment
within the last decade, 14 female, 11
male, 21 enlisted and 4 officers) to
ensure that the perspective represented
is understood. Quotes or insights will
never be associated with an actual
individual unless they have signed a
release form (see link above for
template) and this was included in the
specific collection request. Customer
Feedback (Satisfaction Survey): Surveys
to be considered under this generic
clearance will only include those
surveys modeled on the OMB Circular
A–11 CX Feedback survey to improve
customer service by collecting feedback
at a specific point during a customer
journey. This could include upon
submitting a form online on a Federal
website, speaking with a call center
representative, paying off a loan, or
visiting a Federal service center.
In an effort to develop comparable,
government-wide scores that will enable
cross-agency or industry benchmarking
(when relevant) and a general indication
of an agency’s overall customer
satisfaction, OMB Circular A–11 Section
280 requires high impact services to
measure their touchpoint/transactional
performance in as a real-time manner as
possible, with respect to satisfaction and
confidence/trust using the following
questions, without modification.
Responses will typically be assessed on
a 5-point Likert scale (1 (strongly
disagree) to 5 (strongly agree)). These
questions align to drivers of experience
developed in consultation with leading
organizations in customer experience
both in the private sector and industry

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Federal Register / Vol. 85, No. 96 / Monday, May 18, 2020 / Notices
groups that study the most critical
drivers of customer experience.
• 5 point Likert scale: I am satisfied
with the service I received from
[Program/Service name].
• 5 point Likert scale: This
interaction increased my confidence in
[Program/Service name]. OR I trust
[Agency/Program/Service name] to
fulfill our country’s commitment to
[relevant population].
• Free response: Any additional
feedback on your scores above?
• 5 point Likert scale: My need was
addressed OR My issue was resolved.
OR I found what I was looking for.
• 5 point Likert scale: It was easy to
complete what I needed to do.
• 5 point Likert scale: It took a
reasonable amount of time to do what
I needed to do.
• 5 point Likert scale: I was treated
fairly.
• 5 point Likert scale: Employees I
interacted with were helpful.
• Free response: Any additional
feedback for [Program/Service name]?
The surveys shall include no more
than 15 questions in total. The Agency
may add a few additional questions to
those listed above to clarify type of
service received, inquiry type, service
center location, or other programspecific questions that can help program
managers to filter and make use of the
feedback data.
As part of the Customer Experience
CAP goal’s strategy to increase
transparency to drive accountability, the
feedback data collected through the A–
11 Standard Feedback survey is meant
to be shared with the public. This
collection is part of the governmentwide effort to embed standardized
customer metrics within high-impact
programs to create government-wide
performance dashboards. Data collected
from the questions listed above will be
submitted by the Agency to OMB at a
minimum quarterly for updating of
customer experience dashboards on
performance.gov. This dashboard will
also include the total volume of
customers that passed through the
transaction point at which the survey
was offered, the number of customers
the survey was presented to, the number
of responses, and the mode of
presentation and response (online
survey, in-person, post-call touchtone,
mobile, email). This will help to qualify
the data’s representation by showing
both the response rate and total number
of actual responses.
User Testing of Services and Digital
Products: Agencies should continually
review, update and refine their service
delivery, including communication
materials, processes, supporting

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reference materials, and digital products
associated with a Federal program. This
often requires ‘‘field testing’’ program
informational materials, process
updates, forms, or digital products (such
as websites or mobile applications) by
interacting with past, existing, or future
customers and soliciting feedback.
These activities can include cognitive
laboratory studies, such as those used to
refine questions on a program form to
ensure clarity, demo kiosks at a service
center where customers can provide
informal feedback while waiting for a
service, or more formally scheduled inperson observation testing (e.g., website
or software usability tests). These
information collection activities are
more specific than broad customer
research and related to a particular
artifact/product of a Federal program.
As such, there will be a more structured
interview/set of questions than more
open-ended customer research. Findings
from these activities are meant to
support the design and implementation
of Federal program services and digital
products, and may only be shared in an
anonymized/in aggregate if a particular
insight is useful to include as part of a
customer persona, journey map, or
common lesson learned for improving
service delivery.
The Agency will only submit under
this generic clearance if it meets the
following conditions:
• The collections are voluntary;
• The collections are low-burden for
respondents (based on considerations of
total burden hours or burden-hours per
respondent) and are low-cost for both
the respondents and the Federal
Government;
• The collections are noncontroversial and do not raise issues of
concern to other Federal agencies;
• Any collection is 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;
• Personally identifiable information
(PII) is collected only to the extent
necessary and is not retained;
• Information gathered is intended to
be used for general service improvement
and program management purposes.
• Upon agreement between OMB and
the agency all or a subset of information
may be released as part of A–11, Section
280 requirements only on
performance.gov. Additionally,
summaries of customer research and
user testing activities may be included
in public-facing customer journey maps
and summaries.
• Additional release of data must be
done coordinated with OMB.

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This clearance will help the Agency
to establish a process where customer
experience is regularly monitored and
measured. The results will assist the
Agency in the planning and decisionmaking processes to improve the quality
of the Agency’s products and services.
Results from feedback activities and
surveys will be used to measure against
established baseline standards and for
measuring the Agency’s progress toward
defined goals.
There are neither legal nor technical
obstacles to the use of technology in
these information collection activities.
The determination to use technology,
and which technology to use, will be
based on the type of information
collected and the utility and the
availability of specific technology to
each respondent in a proposed customer
research activity or feedback survey.
The Agency will work to ensure the
streamlining of all customer research
and feedback surveys under this
clearance. The Agency will also work to
reduce existing customer feedback
surveys and questions into alignment
with the A–11 Standard CX Feedback
survey as part of a coordinated Agencywide customer program. The
information to be supplied on these
surveys will not be duplicated on any
other information collection.
The information collected in these
surveys will represent the minimum
burden necessary to evaluate customer
experience with the Agency’s programs
and processes. The Agency will
minimize the burden on respondents by
sampling as appropriate, asking for
readily available information, and using
short, easy-to-complete information
collection instruments.
Without regular mechanisms for
collecting and generating customer
insights, the Agency is not able to
provide the public with the highest
level of service. These activities will be
coordinated to ensure that most
individual respondents will not be
asked to respond to more than one
survey instrument per transaction or to
participate in more than one qualitative
feedback or testing activity.
These surveys will be consistent with
all the guidelines in 5 CFR 1320.5,
especially those provisions in
subsection (g) which require that a
statistical survey be designed to produce
results that can be generalized to the
universe of study. There are no special
circumstances that would cause this
information collection to be conducted
in an unusual or intrusive manner. All
participation will be voluntary. Should
the Agency need to deviate from the
requirements outlined in 5 CFR 1320,

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individual justification will be provided
to OMB on a case-by-case basis.
No attempt will be made to generalize
the findings from these three groups of
activities to be nationally representative
or statistically valid. They are meant to
compliment and help to contextualize
performance and evaluation data as part
of a three-pronged approach to
understanding Federal program
implementation and opportunities for
improvement (Performance, Evaluation,
and ‘‘Feedback’’ data 1).
Customer Research: Insights gleaned
from qualitative customer research may
be presented publicly in the format of a
conceptual user persona or customer
journey map. Customer research can
take anywhere from 6 weeks for a short
sprint to a full fiscal year, depending on
the specific project. The Agency expects
most journey mapping efforts to last
approximately 6 months, with a user
persona and journey maps ready for
feedback (both from internal and
external to government stakeholders)
within one month of completing
customer research.
Publicly available Journey maps will
include specific language to
contextualize their use and will be
included in specific requests. This
language can include something like:

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What should I know about journey
maps?
Journey maps are living documents—
continually refined and revisited. There
is never a ‘‘final’’ version, and these
maps are meant to serve as a summary
of the voices of actual customers of U.S.
Government services. A map may not
precisely document the way a
Government program is meant to be
navigated, accessed, or used. It might
not capture every government program
or resource available to a customer
segment.
However, it is the product of a
qualitative research approach to gather
insights from customers’ actual
experiences. These findings can help us
to identify areas for high-impact
improvements across delivery channels
and organizational silos.
Customer Feedback: Once touchpoint
surveys are implemented at transaction
points along the customer journey
interacting with Federal services, data
from the A–11 Standard CX Feedback
survey will be submitted to OMB
quarterly for review and publication in
a summary dashboard on
performance.gov.
This data will include:
• Specific transaction point at which
the survey was administered

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• Total volume of customers that
interacted at this transaction point
during the given quarter
• Total volume of customers that were
presented the survey
• Total number of customers who
completed the survey
• Mode(s) of collection (ex. online, over
mobile, over the phone, paper form)
• Specific survey instrument that shows
the Agency’s wording of standard A–
11 CX Feedback survey
• Distribution of the responses across
the 5 point Likert scale for each of the
standard questions
The purpose of collecting volume and
response numbers is to share customer
feedback measures in context of the
response rate and total volume of
responses to qualify interpretation of the
CX feedback data.
Testing of Services and Digital
Products: Similar to Customer Research,
this can range from a short two-day
rapid feedback from users within an
Agile product development sprint or
longer effort to gather more extensive
feedback from multiple physical
locations.
DHS is particularly interested in
comments which:
1. Evaluate whether the proposed
collection of information is necessary
for the proper performance of the
functions of the agency, including
whether the information will have
practical utility;
2. Evaluate the accuracy of the
agency’s estimate of the burden of the
proposed collection of information,
including the validity of the
methodology and assumptions used;
3. Enhance the quality, utility, and
clarity of the information to be
collected; and
4. Minimize the burden of the
collection of information on those who
are to respond, including through the
use of appropriate automated,
electronic, mechanical, or other
technological collection techniques or
other forms of information technology,
e.g., permitting electronic submissions
of responses.
Analysis
Agency: Department of Homeland
Security DHS.
Title: Generic Clearance for Improving
Customer Experience (OMB Circular A–
11, Section 280 Implementation).
OMB Number: 1601–NEW.
Frequency: On Occasion.
Affected Public: Individuals.
Number of Respondents: 2,001,550.
Estimated Time per Respondent: 3
mins or up to 2 hours.
Total Burden Hours: 101,125.

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Dated: May 12, 2020.
Melissa Bruce,
Executive Director, Business Management
Office.
[FR Doc. 2020–10546 Filed 5–15–20; 8:45 am]
BILLING CODE 9110–9B–P

DEPARTMENT OF HOUSING AND
URBAN DEVELOPMENT
[Docket No. FR–7027–N–13]

60-Day Notice of Proposed Information
Collection: HUD Multifamily Rental
Project Closing Documents; OMB
Control No.: 2502–0598
Office of the Assistant
Secretary for Housing—Federal Housing
Commissioner, HUD.
ACTION: Notice.
AGENCY:

HUD is seeking approval from
the Office of Management and Budget
(OMB) for the information collection
described below in accordance with the
Paperwork Reduction Act (PRA). The
purpose of this notice is to allow for 60
days of public comment.
DATES: Comments Due Date: July 17,
2020.
SUMMARY:

Interested persons are
invited to submit comments regarding
this information collection. Comments
should refer to the collection by name
and/or OMB Control Number and
should be sent to: Colette Pollard,
Reports Management Officer, QDAM,
Department of Housing and Urban
Development, 451 7th Street SW, Room
4176, Washington, DC 20410–5000;
telephone 202–402–3400 (this is not a
toll-free number) or email at
Colette.Pollard@hud.gov for a copy of
the proposed forms or other available
information. Persons with hearing or
speech impairments may access this
number through TTY by calling the tollfree Federal Relay Service at (800) 877–
8339.
FOR FURTHER INFORMATION CONTACT:
Colette Pollard, Reports Management
Officer, QDAM, Department of Housing
and Urban Development, 451 7th Street
SW, Washington, DC 20410; email
Colette Pollard at Colette.Pollard@
hud.gov or telephone 202–402–3400.
This is not a toll-free number. Persons
with hearing or speech impairments
may access this number through TTY by
calling the toll-free Federal Relay
Service at (800) 877–8339.
Copies of the documents to be
submitted to OMB may be provided by
Ken Doresky.
SUPPLEMENTARY INFORMATION: This
notice informs the public that HUD is
ADDRESSES:

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