Extension without change of a currently approved collection
No
Regular
07/27/2023
Requested
Previously Approved
36 Months From Approved
07/31/2023
1,011,000
679,485
150,000
104,155
0
0
On September 11, 1993, President
Clinton issued Executive Order 12862, “Setting Customer Service
Standards” which clearly define his vision that the Federal
agencies will put the people first. Executive Order 12862 directs
Federal agencies to provide service to the public that matches or
exceeds the best service available in the private sector. Section
1(b) of Executive Order 12862 requires government agencies to
“survey customers to determine the kind and quality of services
they want and their level of satisfaction with existing services”
and Section 1(e) requires agencies “survey front-line employees on
barriers to, and ideas for, matching the best in business.” On
March 30, 2016, President Obama established the Core Federal
Services Council, which again emphasized the need to deliver
world-class customer service to the American people. The Council,
composed of the major high-volume, high-impact Federal programs
that provide transactional services directly to the public, were
encouraged “to improve the customer experience by using public and
private sector management best practices, such as conducting
self-assessments and journey mapping, collecting transactional
feedback data, and sharing such data with frontline and other
staff.” 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.
These Presidential actions and requirements establish an ongoing
process of collecting customer insights and using them to improve
services. This new request will enable the Internal Revenue Service
(hereafter “the Agency”) 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.
EO: EO
12862 Name/Subject of EO: Setting Customer Service Standards
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.
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_6-28-2023.docx
A11-23-10 Field Assistance (FA) Comment Card