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Federal Register / Vol. 88, No. 120 / Friday, June 23, 2023 / Notices
above. Comments are solicited to (a)
evaluate whether the proposed data
collection is necessary for the proper
performance of the Agency, including
whether the information shall have
practical utility; evaluate the accuracy
of the Agency’s estimate of the burden
of the proposed collection of
information, including the validity of
the methodology and assumptions used;
(c) enhance the quality, utility, and
clarity of the information to be
collected; and (d) minimize the burden
of the collection of information on those
who are to respond, including through
the use of appropriate automated,
electronic, mechanical, or other
technological collection techniques or
other forms of information technology,
e.g., permitting electronic submission of
responses.
Millicent Brown Wilson,
Records Management Branch Chief, Office
of the Chief Administrative Officer, Mission
Support, Federal Emergency Management
Agency, Department of Homeland Security.
[FR Doc. 2023–13383 Filed 6–22–23; 8:45 am]
BILLING CODE 9111–47–P

DEPARTMENT OF HOMELAND
SECURITY
[Docket Number DHS–2023–0020]

Agency Information Collection
Activities: Generic Clearance for
Improving Customer Experience (OMB
Circular A–11, Section 280
Implementation), 1601–0029
Department of Homeland
Security (DHS).
ACTION: 60-Day notice and request for
comments.
AGENCY:

The Department of Homeland
Security will submit the following
Information Collection Request (ICR) to
the Office of Management and Budget
(OMB) for review and clearance in
accordance with the Paperwork
Reduction Act of 1995.
DATES: Comments are encouraged and
will be accepted until August 22, 2023.
This process is conducted in accordance
with 5 CFR 1320.1
ADDRESSES: You may submit comments,
identified by docket number Docket #
DHS–2023–0020, at:
Æ Federal eRulemaking Portal:
https://www.regulations.gov. Please
follow the instructions for submitting
comments.
Instructions: All submissions received
must include the agency name and
docket number Docket # DHS–2023–
0020. All comments received will be
posted without change to https://

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SUMMARY:

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www.regulations.gov, including any
personal information provided.
Docket: For access to the docket to
read background documents or
comments received, go to https://
www.regulations.gov.
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 highvolume, 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.

SUPPLEMENTARY INFORMATION:

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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
Department of Homeland Security
(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
The Agency will collect, analyze, and
interpret information gathered through
this generic clearance to identify
services’ accessibility, navigation, and
use by customers, and make
improvements in service delivery based
on customer insights gathered through
developing an understanding of the user
experience interacting with
Government.
For the purposes of this request,
‘‘customers’’ are individuals,
businesses, and organizations that
interact with a Federal Government
agency or program, either directly or via
a Federal contractor.
‘‘Service delivery’’ or ‘‘services’’ refers
to the multitude of diverse interactions
between a customer and Federal agency
such as applying for a benefit or loan,
receiving a service such as healthcare or
small business counseling, requesting a
document such as a passport or social
security card, complying with a rule or
regulation such as filing taxes or
declaring goods, utilizing resources
such as a park or historical site, or
seeking information such as public
health or consumer protection notices.
Under this request, three types of
activities will be conducted to generate
customer insights:
Customer Research (E.g., User
Persona and Journey Map
Development): A critical first
component of understanding customer
experience is to develop customer
personas and journey maps. This
process enables the Agency to more
deeply understand the customer
segments they serve and to organize the
processes customers interact with
throughout their engagement with the
Federal entity to accomplish a task or
meet a need. In order to adequately
capture the perspective of the customer
and the barriers or supports that exist as
they navigate these journeys, it is
necessary to directly interact with
customers rather than relying solely
upon the Agency’s stated policy of how
a process should work or employees’
interpretation of how services are
delivered. This can occur through a
variety of information collection

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Federal Register / Vol. 88, No. 120 / Friday, June 23, 2023 / Notices

mechanisms that include focus groups,
individual intercept interviews at a
service site, shadowing a user as they
navigate a Federal service and
documenting their reactions and
frustrations, customer free-response
comment cards, or informal small
discussion groups.
Regardless of the format, the Agency
will apply Human Centered Design
(HCD) Discovery methods to generate
personas and journey maps, ultimately
identifying customer insights. An
approach to recruiting participants,
resources for preparing and structuring
interviews, and a consent form for
interviewees can be found at https://
www.gsa.gov/cdnstatic/HCD-DiscoveryGuide-Interagency-v12-1.pdf. This
document is also included in the
package.
Insights documented, summarized
and presented in customer personas and
journey maps can then be shared across
the program, the Agency, other Federal,
State, and Local government
stakeholders and even with the public
to validate and discuss common themes
identified. These products can be used
as ‘‘indicator lights’’ for where more
rigorous qualitative and quantitative
research can be conducted to improve
Federal service delivery.
Publicly shared personas and journey
maps will include language that
qualifies their use (see question #16),
and high-level, non-identifying
descriptive statistics of the
population(s) interviewed to develop it
(ex. ‘‘25 Service members that
transitioned to civilian employment
within the last decade, 14 female, 11
male, 21 enlisted and 4 officers) to
ensure that the perspective represented
is understood. Quotes or insights will
never be associated with an actual
individual unless they have signed a
release form (see link above for
template) and this was included in the
specific collection request.
Customer Feedback (Satisfaction
Survey): Surveys to be considered under
this generic clearance will only include
those surveys modeled on the OMB
Circular A–11 CX Feedback survey to
improve customer service by collecting
feedback at a specific point during a
customer journey. This could include
upon submitting a form online on a
Federal website, speaking with a call
center representative, paying off a loan,
or visiting a Federal service center.
In an effort to develop comparable,
government-wide scores that will enable
cross-agency or industry benchmarking
(when relevant) and a general indication
of an agency’s overall customer
satisfaction, OMB Circular A–11 Section
280 requires high impact services to

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measure their touchpoint/transactional
performance in as a real-time manner as
possible, with respect to satisfaction and
confidence/trust using the following
questions, without modification.
Responses will typically be assessed on
a 5-point Likert scale (1 (strongly
disagree) to 5 (strongly agree)). These
questions align to drivers of experience
developed in consultation with leading
organizations in customer experience
both in the private sector and industry
groups that study the most critical
drivers of customer experience.
• 5 point Likert scale: I am satisfied
with the service I received from
[Program/Service name].
• 5 point Likert scale: This
interaction increased my confidence in
[Program/Service name]. OR I trust
[Agency/Program/Service name] to
fulfill our country’s commitment to
[relevant population].
• Free response: Any additional
feedback on your scores above?
• 5 point Likert scale: My need was
addressed OR My issue was resolved.
OR I found what I was looking for.
• 5 point Likert scale: It was easy to
complete what I needed to do.
• 5 point Likert scale: It took a
reasonable amount of time to do what
I needed to do.
• 5 point Likert scale: I was treated
fairly.
• 5 point Likert scale: Employees I
interacted with were helpful.
• Free response: Any additional
feedback for [Program/Service name]?
The surveys shall include no more
than 15 questions in total. The Agency
may add a few additional questions to
those listed above to clarify type of
service received, inquiry type, service
center location, or other programspecific questions that can help program
managers to filter and make use of the
feedback data.
As part of the Customer Experience
CAP goal’s strategy to increase
transparency to drive accountability, the
feedback data collected through the A–
11 Standard Feedback survey is meant
to be shared with the public. This
collection is part of the governmentwide effort to embed standardized
customer metrics within high-impact
programs to create government-wide
performance dashboards. Data collected
from the questions listed above will be
submitted by the Agency to OMB at a
minimum quarterly for updating of
customer experience dashboards on
performance.gov. This dashboard will
also include the total volume of
customers that passed through the
transaction point at which the survey
was offered, the number of customers
the survey was presented to, the number

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of responses, and the mode of
presentation and response (online
survey, in-person, post-call touchtone,
mobile, email). This will help to qualify
the data’s representation by showing
both the response rate and total number
of actual responses.
User Testing of Services and Digital
Products: Agencies should continually
review, update and refine their service
delivery, including communication
materials, processes, supporting
reference materials, and digital products
associated with a Federal program. This
often requires ‘‘field testing’’ program
informational materials, process
updates, forms, or digital products (such
as websites or mobile applications) by
interacting with past, existing, or future
customers and soliciting feedback.
These activities can include cognitive
laboratory studies, such as those used to
refine questions on a program form to
ensure clarity, demo kiosks at a service
center where customers can provide
informal feedback while waiting for a
service, or more formally scheduled inperson observation testing (e.g., website
or software usability tests). These
information collection activities are
more specific than broad customer
research and related to a particular
artifact/product of a Federal program.
As such, there will be a more structured
interview/set of questions than more
open-ended customer research. Findings
from these activities are meant to
support the design and implementation
of Federal program services and digital
products, and may only be shared in an
anonymized/in aggregate if a particular
insight is useful to include as part of a
customer persona, journey map, or
common lesson learned for improving
service delivery.
The Agency will only submit under
this generic clearance if it meets the
following conditions:
• 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
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;

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Federal Register / Vol. 88, No. 120 / Friday, June 23, 2023 / Notices
• 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. Additionally,
summaries of customer research and
user testing activities may be included
in public-facing customer journey maps
and summaries.
• Additional release of data must be
done coordinated with OMB.
This clearance will help the Agency
to establish a process where customer
experience is regularly monitored and
measured. The results will assist the
Agency in the planning and decisionmaking processes to improve the quality
of the Agency’s products and services.
Results from feedback activities and
surveys will be used to measure against
established baseline standards and for
measuring the Agency’s progress toward
defined goals.
There are neither legal nor technical
obstacles to the use of technology in
these information collection activities.
The determination to use technology,
and which technology to use, will be
based on the type of information
collected and the utility and the
availability of specific technology to
each respondent in a proposed customer
research activity or feedback survey.
The information collected in these
surveys will represent the minimum
burden necessary to evaluate customer
experience with the Agency’s programs
and processes. The Agency will
minimize the burden on respondents by
sampling as appropriate, asking for
readily available information, and using
short, easy-to-complete information
collection instruments.
Without regular mechanisms for
collecting and generating customer
insights, the Agency is not able to
provide the public with the highest
level of service. These activities will be
coordinated to ensure that most
individual respondents will not be
asked to respond to more than one
survey instrument per transaction or to
participate in more than one qualitative
feedback or testing activity.
Activity and survey instructions will
provide all necessary assurances of
confidentiality to the respondents.
Although there is no requirement for
such an assurance in statute, the quality
of this type of information requires
respondent candor and anonymity.
There are no changes to the burden or
information being collected.
The Office of Management and Budget
is particularly interested in comments
which:
1. Evaluate whether the proposed
collection of information is necessary
for the proper performance of the

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functions of the agency, including
whether the information will have
practical utility;
2. Evaluate the accuracy of the
agency’s estimate of the burden of the
proposed collection of information,
including the validity of the
methodology and assumptions used;
3. Enhance the quality, utility, and
clarity of the information to be
collected; and
4. Minimize the burden of the
collection of information on those who
are to respond, including through the
use of appropriate automated,
electronic, mechanical, or other
technological collection techniques or
other forms of information technology,
e.g., permitting electronic submissions
of responses.
Analysis
Agency: Department of Homeland
Security (DHS).
Title: Generic Clearance for Improving
Customer Experience (OMB Circular A–
11, Section 280 Implementation).
OMB Number: 1601–0029.
Frequency: Annually.
Affected Public: Individuals or
Household.
Number of Respondents: 2,001,500.
Total Burden Hours: 101,125.
Robert Dorr,
Acting Executive Director, Business
Management Directorate.
[FR Doc. 2023–13311 Filed 6–22–23; 8:45 am]
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obtain comments regarding the nature of
the information collection, the
categories of respondents, the estimated
burden (i.e., the time, effort, and
resources used by the respondents to
respond), the estimated cost to the
respondent, and the actual information
collection instruments.
DATES: Comments are encouraged and
will be accepted for 60 days until
August 22, 2023.
ADDRESSES: All submissions received
must include the OMB Control Number
1615–0100 in the body of the letter, the
agency name and Docket ID USCIS–
2008–0010. Submit comments via the
Federal eRulemaking Portal website at
https://www.regulations.gov under eDocket ID number USCIS–2008–0010.
FOR FURTHER INFORMATION CONTACT:
USCIS, Office of Policy and Strategy,
Regulatory Coordination Division,
Samantha Deshommes, Chief, telephone
number (240) 721–3000 (This is not a
toll-free number. Comments are not
accepted via telephone message). Please
note contact information provided here
is solely for questions regarding this
notice. It is not for individual case
status inquiries. Applicants seeking
information about the status of their
individual cases can check Case Status
Online, available at the USCIS website
at https://www.uscis.gov, or call the
USCIS Contact Center at 800–375–5283
(TTY 800–767–1833).
SUPPLEMENTARY INFORMATION:
Comments

DEPARTMENT OF HOMELAND
SECURITY
U.S. Citizenship and Immigration
Services
[OMB Control Number 1615–0100]

Agency Information Collection
Activities; Extension, Without Change,
of a Currently Approved Collection:
Request for the Return of Original
Documents
U.S. Citizenship and
Immigration Services, Department of
Homeland Security.
ACTION: 60-Day notice.
AGENCY:

The Department of Homeland
Security (DHS), U.S. Citizenship and
Immigration Services (USCIS) invites
the general public and other Federal
agencies to comment upon this
proposed extension of a currently
approved collection of information. In
accordance with the Paperwork
Reduction Act (PRA) of 1995, the
information collection notice is
published in the Federal Register to

SUMMARY:

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You may access the information
collection instrument with instructions
or additional information by visiting the
Federal eRulemaking Portal site at:
https://www.regulations.gov and
entering USCIS–2008–0010 in the
search box. All submissions will be
posted, without change, to the Federal
eRulemaking Portal at https://
www.regulations.gov, and will include
any personal information you provide.
Therefore, submitting this information
makes it public. You may wish to
consider limiting the amount of
personal information that you provide
in any voluntary submission you make
to DHS. DHS may withhold information
provided in comments from public
viewing that it determines may impact
the privacy of an individual or is
offensive. For additional information,
please read the Privacy Act notice that
is available via the link in the footer of
https://www.regulations.gov.
Written comments and suggestions
from the public and affected agencies
should address one or more of the
following four points:

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