30 Day FR

Federal Register / Vol. 86, No. 132 / Wednesday, July 14, 2021 / Notices
DEPARTMENT OF HOUSING AND
URBAN DEVELOPMENT
[Docket No. FR–7034–N–37]

30-Day Notice of Proposed Information
Collection: Improving Customer
Experience (OMB Circular A–11,
Section 280) OMB Control Number:
New Collection
Office of the Chief Information
Officer, Housing and Urban
Development (HUD).
ACTION: Notice.
AGENCY:

The U.S. Department of
Housing and Urban Development has
under OMB review the following
proposed Information Collection
Request ‘‘Improving Customer
Experience (OMB Circular A–11,
Section 280 Implementation)’’ for
approval under the Paperwork
Reduction Act (PRA). HUD has
submitted the proposed information
collection requirement described below
to the Office of Management and Budget
(OMB) for review, in accordance with
the Paperwork Reduction Act. The
purpose of this notice is to allow for an
additional 30 days of public comment.
DATES: Comments Due Date: August 13,
2021.
ADDRESSES: Submit comments
identified by Information Collection
3090–XXXX, Improving Customer
Experience (OMB Circular A–11,
Section 280 Implementation), by any of
the following methods:
• Federal eRulemaking Portal:
https://www.regulations.gov. Follow the
instructions for submitting comments.
Comments submitted electronically,
including attachments to https://
www.regulations.gov, will be posted to
the docket unchanged.
• Mail: General Services
Administration, Regulatory Secretariat
Division (MVCB), 1800 F Street NW,
Washington, DC 20405. ATTN: Ms.
Mandell/IC 3090–XXXX, Improving
Customer Experience (OMB Circular A–
11, Section 280 Implementation).
Instructions: Please submit comments
only and cite Information Collection
3090–XXXX, Improving Customer
Experience (OMB Circular A–11,
Section 280 Implementation) in all
correspondence related to this
collection. To confirm receipt of your
comment(s), please check
regulations.gov, approximately two-tothree business days after submission to
verify posting (except allow 30 days for
posting of comments submitted by
mail).

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SUMMARY:

FOR FURTHER INFORMATION CONTACT:

Requests for additional information

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should be directed to Amira Boland,
Office of Management and Budget, 725
17th St NW, Washington, DC 20006, or
via email to amira.c.boland@
omb.eop.gov.
Abstract:
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.
This proposed information collection
activity provides a means to garner
customer and stakeholder feedback in
an efficient, timely manner in
accordance with the Administration’s
commitment to improving customer
service delivery as discussed in Section
280 of OMB Circular A–11 at https://
www.performance.gov/cx/a11-280.pdf.
As discussed in OMB guidance,
agencies should identify their highestimpact customer journeys (using
customer volume, annual program cost,
and/or knowledge of customer priority
as weighting factors) and select
touchpoints/transactions within those
journeys to collect feedback.
These results will be used to improve
the delivery of Federal services and
programs. It will also provide
government-wide data on customer
experience that can be displayed on
www.performance.gov to help build
transparency and accountability of
Federal programs to the customers they
serve.
As a general matter, these information
collections will not result in any new
system of records containing privacy
information and will not ask questions
of a sensitive nature, such as sexual
behavior and attitudes, religious beliefs,
and other matters that are commonly
considered private. U.S. Department of
Housing and Urban Development will
only submit collections if they meet the
following criteria.
• 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

SUPPLEMENTARY INFORMATION:

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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. Summaries of
customer research and user testing
activities may be included in publicfacing customer journey maps or
summaries.
• Additional release of data must be
done coordinated with OMB.
These collections will allow for
ongoing, collaborative and actionable
communications between the Agency,
its customers and stakeholders, and
OMB as it monitors agency compliance
on Section 280. These responses will
inform efforts to improve or maintain
the quality of service offered to the
public. If this information is not
collected, vital feedback from customers
and stakeholders on services will be
unavailable. This notice informs the
public that HUD has submitted to OMB
a request for approval of the information
collection described in Section A. The
Federal Register notice that solicited
public comment on the information
collection for a period of 60 days was
published on January 27, 2021 at 86 FR
7302.
A. Overview of Information Collection
Title of Information Collection:
Information Collection; Improving
Customer Experience (OMB Circular A–
11, Section 280.
OMB Approval Number: Pending.
Type of Request: New.
Form Number: None.
Affected Public: Individuals and
Households, Businesses and
Organizations, State, Local or Tribal
Government.
Description of the need for the
information and proposed use:
Under the PRA, (44 U.S.C. 3501–
3520) Federal Agencies must obtain
approval from the Office of Management
and Budget (OMB) for each collection of
information they conduct or sponsor.
‘‘Collection of information’’ is defined
in 44 U.S.C. 3502(3) and 5 CFR
1320.3(c) and includes Agency requests
or requirements that members of the
public submit reports, keep records, or
provide information to a third party.
Section 3506(c)(2)(A) of the PRA
requires Federal Agencies to provide a
60-day notice in the Federal Register
concerning each proposed collection of

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Federal Register / Vol. 86, No. 132 / Wednesday, July 14, 2021 / Notices

information, including each proposed
extension of an existing collection of
information, before submitting the
collection to OMB for approval. To
comply with this requirement, HUD is
publishing notice of the proposed
collection of information set forth in
this document.
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. HUD 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. It will also provide

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government-wide data on customer
experience that can be displayed on
performance.gov to help build
transparency and accountability of
Federal programs to the customers they
serve.
Method of Collection:
HUD will collect this information by
electronic means when possible, as well
as by mail, fax, telephone, technical
discussions, and in-person interviews.
HUD may also utilize observational
techniques to collect this information.
Below is a preliminary estimate of the
aggregate burden hours for this new
collection. The U.S. Department of
Housing and Urban Development will
provide refined estimates of burden in
subsequent notices.
Average Expected Annual Number of
Activities: Approximately five types of
customer experience activities such as
feedback surveys, focus groups, user
testing, and interviews.
Average Number of Respondents per
Activity: 1 response per respondent per
activity.
Annual Responses: 500,000.
Average Minutes per Response: 2
minutes–60 minutes, dependent upon
activity.
Burden Hours: The U.S. Department
of Housing and Urban Development
requests approximately 25,000 burden
hours.
B. Solicitation of Public Comment
This notice is soliciting comments
from members of the public and affected
parties concerning the collection of
information described in Section A on
the following: Comments submitted in
response to this notice will be
summarized and/or included in the
request for OMB approval. Comments
are invited on: (a) Whether the
collection of information is necessary
for the proper performance of the
functions of the agency, including
whether the information shall have
practical utility; (b) the accuracy of the
agency’s estimate of the burden of the
collection of information; (c) ways to
enhance the quality, utility, and clarity
of the information to be collected; (d)
ways to minimize the burden of the
collection of information on
respondents, including through the use
of automated collection techniques or
other forms of information technology;
and (e) estimates of capital or start-up
costs and costs of operation,
maintenance, and purchase of services
to provide information.
Burden means the total time, effort, or
financial resources expended by persons
to generate, maintain, retain, disclose or
provide information to or for a Federal
agency. This includes the time needed

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to review instructions; to develop,
acquire, install and utilize technology
and systems for the purpose of
collecting, validating and verifying
information, processing and
maintaining information, and disclosing
and providing information; to train
personnel and to be able to respond to
a collection of information, to search
data sources, to complete and review
the collection of information; and to
transmit or otherwise disclose the
information.
All written comments will be
available for public inspection
Regulations.gov.
An agency may not conduct or
sponsor, and a person is not required to
respond to, a collection of information
unless it displays a currently valid
Office of Management and Budget
control number.
HUD encourages interested parties to
submit comment in response to these
questions.
C. Authority
Section 3507 of the Paperwork
Reduction Act of 1995, 44 U.S.C.
Chapter 35.
Colette Pollard,
Department Reports Management Officer,
Office of the Chief Information Officer.
[FR Doc. 2021–14397 Filed 7–13–21; 8:45 am]
BILLING CODE 4210–67–P

DEPARTMENT OF THE INTERIOR
Fish and Wildlife Service
[FWS–R4–ES–2021–N014;
FXES11130900000C2–201–FF09E32000]

Endangered and Threatened Wildlife
and Plants; Initiation of 5-Year Status
Reviews for 37 Southeastern Species
Fish and Wildlife Service,
Interior.
ACTION: Notice of initiation of reviews;
request for information.
AGENCY:

We, the U.S. Fish and
Wildlife Service, are initiating 5-year
status reviews for 37 species under the
Endangered Species Act, as amended. A
5-year review is an assessment of the
best scientific and commercial data
available at the time of the review. We
are requesting submission of any such
information that has become available
since the previous status review for each
species.
DATES: To allow us adequate time to
conduct these reviews, we must receive
your comments or information on or
before September 13, 2021. However,
we will continue to accept new
SUMMARY:

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