Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

Forms and Documents

Document Name	Status
SSB-OMB A11 280 Clearance.docx Supporting Statement B	2022-04-20
SSA-OMB A11 280 Clearance.docx Supporting Statement A	2022-04-20
ICR-OMB A11 280 Clearance.docx Supplementary Document	2022-04-20

IC Document Collections

IC ID	Document Title	Status

ICR Details

OMB Control No:	ICR Reference No: 202204-0348-009
Status: Received in OIRA	Previous ICR Reference No:
Agency/Subagency: OMB	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 04/20/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved
Responses	2,001,550	0
Time Burden (Hours)	101,125	0
Cost Burden (Dollars)	2,737,454	0

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Abstract: The President’s Management Agenda (PMA) prioritizes efforts to improve the experience of those the Government serves—all of the people, families, businesses, organizations, and communities across America, especially those communities that are underserved by Government, when they use Government services. This focus on customer experience will not only improve the delivery, efficiency, security, and effectiveness of our government programs, it will advance equity and enhance everyday interactions with public services and uplift the lives of those who need them the most. To support this, OMB Circular A-11 Section 280 establishes Government-wide standards for mature customer experience organizations in government. In order for Federal programs to design and deliver the experience taxpayers deserve, they must often undertake three general categories of activities: conduct ongoing customer research, gather and share customer feedback, and test services and digital products. Both the PMA and Section 280 charge the President’s Management Council—the primary Government-wide body that advises the President and OMB on management issues that span agencies—with the routine designation of cross-agency “life experiences” for improvement (such as turning 65, surviving a natural disaster, or having a child) that do not fit neatly within one agency’s mission area. This new request will enable the Office of Management and Budget 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 communicating about these efforts with the public.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   EO: EO 14058 Name/Subject of EO: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 2458	01/14/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 22236	04/14/2022
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 0

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ICR Summary of Burden

	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	2,001,550	0	0	2,001,550	0	0
Annual Time Burden (Hours)	101,125	0	0	101,125	0	0
Annual Cost Burden (Dollars)	2,737,454	0	0	2,737,454	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: This is a new information collection.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

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Common Form ICR:  No

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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:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(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;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

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.

Certification Date: 04/20/2022

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