View Information Collection Request (ICR) Package

OMB Control No: 2511-0001	ICR Reference No: 202409-2511-002
Status: Active	Previous ICR Reference No: 202110-2511-003
Agency/Subagency: HUD/CFO	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A–11, Section 280)
Type of Information Collection: Revision of a currently approved collection	Common Form ICR: No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/28/2024
	Date Received in OIRA: 09/17/2024
Terms of Clearance: In accordance with 5 CFR 1320, this information collection is approved.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2027	36 Months From Approved	10/31/2024
Responses	1,500,000	0	724,550
Time Burden (Hours)	75,810	0	25,000
Cost Burden (Dollars)	0	0	0

Abstract: 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 U.S. Department of Housing and Urban Development (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.

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:
	89 FR 43423	05/17/2024
30-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 61492	07/31/2024
Did the Agency receive public comments on this ICR? No

ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to Agency Discretion
Annual Number of Responses	1,500,000	724,550	775,450
Annual Time Burden (Hours)	75,810	25,000	50,810
Annual Cost Burden (Dollars)	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: In accordance with Executive Order 14058 and OMB A-11 Section 280, HUD requests an increase in burden hours to enable the Department to ensure the millions of pubic and other customers have the opportunity to provide feedback on their experience for all key touchpoints with HUD’s programs and services. The expansion in burden hours corresponds with the planned build out of HUD’s voice of the customer program, which will empower the public to provide feedback for every interaction with HUD. These interactions are an opportunity to build trust and that’s why HUD intends to measure trust and satisfaction for more programs/services and interactions going forward. The American public expects and deserves effective, equitable, and accountable government service delivery—and this expansion of burden hours will allow HUD to better understand how individual interactions with services drive trust in the Department to build accountability and transparency into everything we do and improve program/service delivery for the public and other customers.

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: Effie Russell 303 672-5422

View Generic ICR - OIRA Conclusion