Clearance for A-11 Section 280 Improving Customer Experience Information Collection

ICR 202107-2900-011

OMB: 2900-0876

Federal Form Document

IC Document Collections
IC ID
Document
Title
Status
249220 New
ICR Details
2900-0876 202107-2900-011
Received in OIRA 202003-2900-011
VA VEO A-11 0002
Clearance for A-11 Section 280 Improving Customer Experience Information Collection
Revision of a currently approved collection   No
Regular 07/30/2021
  Requested Previously Approved
03/31/2023 03/31/2023
3,500,000 2,500,000
1,750,000 625,000
0 0

Whether seeking a loan, Social Security benefits, veterans benefits, or other services provided by the Federal Government, individuals and businesses expect Government customer services to be efficient and intuitive, just like services from leading private-sector organizations. Yet the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector. 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. These data collection efforts may be either qualitative or quantitative in nature or may consist of mixed methods. Additionally, data may be collected via a variety of means, including but not limited to electronic or social media, direct or indirect observation (i.e., in person, video and audio collections), interviews, questionnaires, surveys, and focus groups. Veterans Experience Office will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. Steps will be taken to ensure anonymity of respondents in each activity covered by this request. The results of the data collected will be used to improve the delivery of Federal services and programs. It will include the creation of personas, customer journey maps, and reports and summaries of customer feedback data and user insights.

EO: EO 11 Name/Subject of EO: SECTION 280 – MANAGING CUSTOMER EXPERIENCE AND IMPROVING SERVICE DELIVERY
  
None

Not associated with rulemaking

  84 FR 149 08/08/2019
86 FR 41161 07/30/2021
No

0

  Total Request 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 3,500,000 2,500,000 0 1,000,000 0 0
Annual Time Burden (Hours) 1,750,000 625,000 0 1,125,000 0 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
Yes
Miscellaneous Actions
No
As a result of unexpectedly strong and robust need (and corresponding requests) for new customer experience surveys by VA customers (stakeholders and partners), VA has already reached 94 surveys under management and anticipate to reach 130 or 140 by the end of Fiscal Year 2022. This anticipated FY22 growth, and per our models for growth from now until our current ICR expires in March, 2023, directly translates into a corresponding need for an increase in associated “burden hours” from 625,000 to 1,750,000 to accommodate the current and future demand. This action is necessary now so that our ICR remains in good standing and VA does not exceed our approved burden hour grand total approved figure and risk being in non-compliance of our approved ICR.

$2,808,738
Yes Part B of Supporting Statement
    No
    No
No
No
No
No
Evan Albert 202 461-6729 evan.albert@va.gov

  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:
 
 
 
 
 
 
 
    (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.
07/30/2021


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