View Information Collection Request (ICR) Package
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Common Form Info.
Certification
View Information Collection (IC) List
View Supporting Statement and Other Documents
Please note that the OMB number and expiration date may not have been determined when this Information Collection Request and associated Information Collection forms were submitted to OMB. The approved OMB number and expiration date may be found by clicking on the Notice of Action link below.
View Generic ICR - OIRA Conclusion
OMB Control No:
1405-0241
ICR Reference No:
202310-1405-001
Status:
Active
Previous ICR Reference No:
202010-1405-002
Agency/Subagency:
STATE/AFA
Agency Tracking No:
Title:
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection:
Extension without change of a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved with change
Conclusion Date:
11/29/2023
Retrieve Notice of Action (NOA)
Date Received in OIRA:
10/02/2023
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
11/30/2026
36 Months From Approved
11/30/2023
Responses
1,001,550
0
2,001,550
Time Burden (Hours)
101,125
0
101,125
Cost Burden (Dollars)
0
0
0
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. 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.
Authorizing Statute(s):
None
Citations for New Statutory Requirements:
None
Associated Rulemaking Information
RIN:
Stage of Rulemaking:
Federal Register Citation:
Date:
Not associated with rulemaking
Federal Register Notices & Comments
60-day Notice:
Federal Register Citation:
Citation Date:
88 FR 44433
07/12/2023
30-day Notice:
Federal Register Citation:
Citation Date:
88 FR 67858
10/02/2023
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
35
IC Title
Form No.
Form Name
1ci Live Aent Chat M2 Survey
Survey
1ci Live Aent Chat M2 Survey
2DB Filler Form Questions
Survey
2DB Filler Form Questions
A-11 Sec 280 Surveys
Survey, Survey
Passport Application Survey
,
TSG Survey
Automated Denial SMS Notification Survey
Survey, Survey
Automated Denial SMS Notification Survey Virtual
,
Automated Denial SMS Notification Survey Guide
CX Post Transaction Survey
1405-0241
TSG Survey
Consular Affairs Embassy New Delhi Visa Appointment Experience Survey
Survey
Consular Affairs Embassy New Delhi Visa Appointment Experience Survey
Consular Affairs Passport Counter Appointment Cashless Payment Pilot Post-Transaction Survey
1405-0241
State Cashless Pilot Survey
Consular Affairs Passport Services, Customer Engagement Service Research
NA
Passport CES Research Question Guide
Live Agent Chat Survey
Survey
Live Agent Chat Survey
NVC Notices Pilot Survey
Survey
NVC Notices Pilot Survey
New Website Name Survey
Survey
New Website Name Survey
OCS CPIAP Customer Discovery Research
1405-0241, Survey
OCS CPIAP Customer Discovery Research Survey
,
Research Screener - Customer Discovery Research CPIAP
OCS STEP Indefinite Stays Customer Interview
Survey
OCS STEP Indefinite Stays Customer Interview
OPR Follow Up Survey
Survey
OPR Follow Up Survey
OPR Touchpoint Survey
NA
OPR Touchpoint Survey
Online Passport Status System (OPSS) Survey
Curvey
Online Passport Status System (OPSS) Survey
PHILEO H1-B survey
Survey, Survey
PHILEO H1-B survey
,
PHILEO H1-B survey
Passport AF CX Survey
Survey
Passport AF CX Survey
Passport Agency CX Survey
Survey
Passport Agency CX Survey
Passport Agency Cashless Pilot Survey
Survey
Passport Agency Cashless Pilot Survey
Passport IRL Interviews
Qualtrics User Survey
survey
Qualtrics User Survey
Recruitment Screening Survey, Visa Holders and Visa Applicants
NA
DVA Prototype Research Screening Survey
Revised Survey for Online Passport Renewal
Survey
Revised Survey for Online Passport Renewal
STEP Alert Screener
Survey
STEP Alert Screener
STEP CX Alerts Survey
Survey
STEP CX Alerts Survey
STEP Indefinite Stays Customer Interview Screener
Survey
STEP Indefinite Stays Customer Interview Screener
STEP VoC Alerts Survey
Survey
STEP VoC Alerts Survey
TSG General Intercept Survey
Survey
TSG General Intercept Survey
TSG Research
Survey
TSG Research
Travel State Gov Survey Update
Survey
Travel State Gov Survey Update
Usability Testing Interviews, current visa holders
NA
Usability Testing Interviews, current visa holders
Visa External Customer Research
1405-0241
Visa Screener Survey
WSS TSG Research Screening
eCRBA Digital Product Touchpoint Survey
NA
NA
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
1,001,550
2,001,550
0
-1,000,000
0
0
Annual Time Burden (Hours)
101,125
101,125
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:
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
Agency Contact:
Chantal Douglas 202 485-2153 douglascd@state.gov
Common Form ICR:
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:
(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:
10/02/2023
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