OMB.report

Federal forms, ICRs, and supporting documents

Information Collection Request

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

ICR 202010-1405-002 · OMB 1405-0241 · Active

Forms and Documents
DocumentTypeStatusAvailability
ICR Template_A11 Section 280 Clearance.docx Supplementary Document Uploaded 2020-10-20 Available
Legal Authorities for Improving Customer Experience.docx Supplementary Document Uploaded 2020-10-20 Available
Supporting Statement B for A 11 Section 280 Improving Customer Experience.docx Supporting Statement B Uploaded 2020-10-20 Available
Supporting Statement A for A 11 Section 280 Improving Customer Experience (OMB Edit).docx Supporting Statement A Uploaded 2020-11-25 Available
IC Document Collections
IC IDCollectionTypeStatusForm
244163 online Customer Feedback Survey Other-Survey New
244161 ACSI NPIC Survey Other-Survey New
244159 ACSI Survey - Passport Services Other-Survey New
244157 State Kiosk - Passport Feedback Other-Survey New
ICR Details
1405-0241 202010-1405-002
Active
STATE/AFA
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
New collection (Request for a new OMB Control Number)   No
Regular
Approved with change 11/25/2020
Retrieve Notice of Action (NOA) 10/20/2020
  Inventory as of this Action Requested Previously Approved
11/30/2023 36 Months From Approved
2,001,550 0 0
101,125 0 0
0 0 0
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.
None
None
Not associated with rulemaking
  85 FR 42967 07/15/2020
85 FR 65894 10/16/2020
Yes
  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 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) 0 0 0 0 0 0
Yes
Miscellaneous Actions
No
New Collection.
$0
No
    No
    No
No
No
No
No
Pamela Watkins 202 312-9611 [email protected]
  No
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.
10/20/2020