View Information Collection Request (ICR) Package

OMB Control No: 3206-0276	ICR Reference No: 202405-3206-003
Status: Active	Previous ICR Reference No: 202011-3206-008
Agency/Subagency: OPM	Agency Tracking No:
Title: A 11 Section 280 CX/UX
Type of Information Collection: Revision of a currently approved collection	Common Form ICR: No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 07/10/2024
	Date Received in OIRA: 05/31/2024
Terms of Clearance: OMB approves this collection for a period of three years. To request approval of information collections under this generic approval, OPM must do the following: 1) provide a generic clearance template for each instrument; 2) if the agency is using multiple modes of collection (e.g. paper forms and electronic submissions) the same generic clearance template can be used but screen shots of electronic submissions and the paper forms must be provided; 3) each generic clearance template must be uploaded as a Supplementary document using a naming convention that allows the public to identify the associated instrument. The two OPM High-Impact Service Providers, which are currently Retirement Services and USAJOBS, will follow the procedures specified in OMB Circular A-11 Section 280 for the required quarterly reporting to OMB of trust data and experience driver data from surveys. Outside of the quarterly reporting mentioned in the paragraph immediately above, if USAJOBS or Retirement Services intends to release journey maps, user personas, reports, or other data-related summaries stemming from this collection, they must include appropriate caveats around those summaries, noting that conclusions should not be generalized beyond the sample, considering the sample size and response rates. They must submit the data summary itself (e.g., the report) and the caveat language mentioned above to OMB before they release them outside the agency. OMB will engage in a passback process with them. If any component of OPM aside from USAJOBS and Retirement Services submits an information collection under this umbrella, that component may not, under any circumstances, release the data from that information collection outside of OPM. USAJOBS and Retirement Services must follow the provisions set forth in the two paragraphs immediately above in order to release data from an information collection approved under this clearance.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2027	36 Months From Approved	07/31/2024
Responses	1,009,850	0	1,009,850
Time Burden (Hours)	252,975	0	252,975
Cost Burden (Dollars)	14,527,495	0	14,452,500

Abstract: In March 2018, 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. 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.

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

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 74540	10/31/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 44717	05/21/2024
Did the Agency receive public comments on this ICR? No

Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
New OPM.gov Feedback Survey	3206-0276
OMB Circular A-11, Section 280 Implemetation	3206-0276
Retirement Services After-Call Survey	N/A

ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to Agency Discretion
Annual Number of Responses	1,009,850	1,009,850	0
Annual Time Burden (Hours)	252,975	252,975	0
Annual Cost Burden (Dollars)	14,527,495	14,452,500	74,995

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: $14,527,495

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. Yes

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: Demetrius Jones 202 606-5203 demetrius.jones@opm.gov

View Generic ICR - OIRA Conclusion