Generic Clearance for
Managing Customer Experience and Improving Service Delivery OMB
Circular A-11, Section 280
No
material or nonsubstantive change to a currently approved
collection
No
Regular
02/10/2021
Requested
Previously Approved
09/30/2023
09/30/2023
752,925
752,925
55,471
55,471
0
0
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.
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:
(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;
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.