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

Forms and Documents

Document Name	Status
1090-0012 Nonsubstantive change (2022-04-19).docx Justification for No Material/Nonsubstantive Change	2022-04-19
Published 30 Day Notice - 85 FR 52632 - 082620.pdf Supplementary Document	2020-08-27
DI-4014 HISP Request Form draft 07022020.pdf Supplementary Document	2020-07-02
Supporting Statement A for Agencies_A 11 Section 280 Improving Customer Experience_121720.docx Supporting Statement A	2020-12-17
HCD-Discovery-Guide-Interagency-v12-1.pdf Supplementary Document	2020-06-02
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_060220.docx Supporting Statement B	2020-06-02
Published 60 Day Notice 85 FR 12010 - 02-28-20.pdf Supplementary Document	2020-05-13

IC Document Collections

IC ID	Document Title	Status
245114	BTFA Trust Beneficiary Call Center CX Other-Questionnaire	Unchanged
245027	BTFA Trust Beneficiary Call Center Journey Mapping Other-Telephone Discussion Guide - Journey Mapping	Unchanged

ICR Details

OMB Control No: 1090-0012	ICR Reference No: 202204-1090-001
Status: Active	Previous ICR Reference No: 202105-1090-001
Agency/Subagency: DOI/ASPMB	Agency Tracking No: HISP
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 04/19/2022
	Date Received in OIRA: 04/19/2022
Terms of Clearance: In accordance with 5 CFR 1320, the non-substantive change request is approved. OMB grants this approval for information collections by BIA, BTFA, FWS, and NPS. In the event that other programs at DOI become recognized High Impact Service Providers, OMB invites the agency to revise this collection to encompass those other programs.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2023	12/31/2023	12/31/2023
Responses	146,384	0	146,384
Time Burden (Hours)	13,876	0	13,876
Cost Burden (Dollars)	0	0	0

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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. As discussed in OMB guidance, agencies should identify their highest-impact 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.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	85 FR 12010	02/28/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 52632	08/26/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 2

IC Title	Form No.	Form Name
BTFA Trust Beneficiary Call Center CX
BTFA Trust Beneficiary Call Center Journey Mapping

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ICR Summary of Burden

	Total Approved	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	146,384	146,384	0	0	0	0
Annual Time Burden (Hours)	13,876	13,876	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

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

Burden Increase Due to:

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: $4,162

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: 04/19/2022

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