View Information Collection Request (ICR) Package
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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:
1090-0012
ICR Reference No:
202501-1090-001
Status:
Historical Inactive
Previous ICR Reference No:
202305-1090-001
Agency/Subagency:
DOI/ASPMB
Agency Tracking No:
HISP
Title:
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Type of Information Collection:
No material or nonsubstantive change to a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Disapproved and continue
Conclusion Date:
01/08/2025
Retrieve Notice of Action (NOA)
Date Received in OIRA:
01/07/2025
Terms of Clearance:
The changes requested do no constitute a non-substantive change. We ask that the Agency instead request an ICR Revision to make these changes.
Inventory as of this Action
Requested
Previously Approved
Expiration Date
02/28/2027
02/28/2027
02/28/2027
Responses
146,384
0
146,384
Time Burden (Hours)
13,876
0
13,876
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. This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery as discussed in Section 280 of OMB Circular A-11. As discussed in OMB guidance, agencies should identify their highest-impact customer journeys (using customer volume, annual program cost, and/or knowledge of customer priority as weighting factors) and select touchpoints/transactions within those journeys to collect feedback. These results will be used to improve the delivery of Federal services and programs. It will also provide government-wide data on customer experience that can be displayed on www.performance.gov to help build transparency and accountability of Federal programs to the customers they serve.
Authorizing Statute(s):
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
EO: EO 14058 Name/Subject of EO: ransforming Customer Experience and Service Delivery to Rebuild Trust in Government
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 30337
05/11/2023
30-day Notice:
Federal Register Citation:
Citation Date:
88 FR 87791
12/19/2023
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
11
IC Title
Form No.
Form Name
BTFA Delay in Distribution (Payment) Survey
Co-designing with (not for) Communities Focus Group
Customer Satisfaction Survey for Bureau of Trust Funds Administration (BTFA) – Trust Beneficiary Call Center (TBCC)
Midwest Conservation Blueprint Feedback Survey
NPS.gov Customer Experience Survey
NPS.gov Customer Experience Survey
National Wildlife Refuge System Voluntary Lead-Free Pilot Program
Seeking Feedback on the FWS Fish and Aquatic Conservation Program Strategic Plan 2025-2030
Semi-Structured Interviews with Applicants and Permittees to Understand Their Customer Experience with ePermits
User Feedback for Recreational Trip Planning on fws.gov
Volunteer.gov Customer Experience Survey
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:
Through this non-substantive change request, DOI is requesting to increase the overall responses by 403,616 and total burden hours by 31,124 to meet Departmental needs for the generic clearance. This past year the Department hired a Chief Experience Officer, he and his team are actively planning Customer experience work and this generic clearance is considered a key tool in those efforts.
Annual Cost to Federal Government:
$6,739
Does this IC contain surveys, censuses, or employ statistical methods?
Yes
Part B of Supporting Statement
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:
Spencer Baumgartner 303 669-7488 spencer_baumgartner@ios.doi.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:
01/07/2025
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