Agency Information Collection Request. 30-Day Public Comment Request

<NOTICE> DEPARTMENT OF HEALTH AND HUMAN SERVICES <DEPDOC>[Document Identifier: OS-0990-new]</DEPDOC> <SUBJECT>Agency Information Collection Request. 30-Day Public Comment Request</SUBJECT> <HD SOURCE="HED">AGENCY:</HD> Office of the Secretary, HHS <HD SOURCE="HED">ACTION:</HD> Notice. <SUM> <HD SOURCE="HED">SUMMARY:</HD> In compliance with the requirement of the Paperwork Reduction Act of 1995, the Office of the Secretary (OS), Department of Health and Human Services, is publishing the following summary of a proposed collection for public comment, Improving Customer Experience (OMB Circular A-11, Section 280 Implementation). </SUM> <DATES> <HD SOURCE="HED">DATES:</HD> Comments on the ICR must be received on or before April 15, 2024. </DATES> <HD SOURCE="HED">ADDRESSES:</HD> Written comments and recommendations for the proposed information collection should be sent within 30 days of publication of this notice to <E T="03">www.reginfo.gov/public/do/PRAMain</E> . Find this particular information collection by selecting “Currently under 30-day Review—Open for Public Comments” or by using the search function. <FURINF> <HD SOURCE="HED">FOR FURTHER INFORMATION CONTACT:</HD> Sherrette Funn, <E T="03">Sherrette.Funn@hhs.gov</E> or (202) 264-0041, or <E T="03">PRA@HHS.GOV.</E> When submitting comments or requesting information, please include the document identifier 0990-New-30D and project title for reference. </FURINF> <SUPLINF> <HD SOURCE="HED">SUPPLEMENTARY INFORMATION:</HD> Interested persons are invited to send comments regarding this burden estimate or any other aspect of this collection of information, including any of the following subjects: (1) The necessity and utility of the proposed information collection for the proper performance of the agency's functions; (2) the accuracy of the estimated burden; (3) ways to enhance the quality, utility, and clarity of the information to be collected; and (4) the use of automated collection techniques or other forms of information technology to minimize the information collection burden. 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. These data collection efforts may be either qualitative or quantitative in nature or may consist of mixed methods. Additionally, data may be collected via a variety of means, including but not limited to electronic or social media, direct or indirect observation ( <E T="03">i.e.,</E> in person, video and audio collections), interviews, questionnaires, surveys, and focus groups. HHS will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. Steps will be taken to ensure anonymity of respondents in each activity covered by this request. The results of the data collected will be used to improve the delivery of Federal services and programs. It will include the creation of personas, customer journey maps, and reports and summaries of customer feedback data and user insights. It will also provide government-wide data on customer experience that can be displayed on <E T="03">performance.gov</E> to help build transparency and accountability of Federal programs to the customers they serve. <E T="03">Title of the Collection:</E> Improving Customer Experience (OMB Circular A-11, Section 280. <E T="03">Type of Collection:</E> Father Generic ICR. OMB No. 0990-NEW Office of the Secretary, Assistant Secretary Administration. <E T="03">Abstract:</E> The Department of Health and Human Services, Office of the Secretary, Assistant Secretary Administration is requesting approval by OMB on a new Father Generic Information Collection Request. 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. These data collection efforts may be either qualitative or quantitative in nature or may consist of mixed methods. Additionally, data may be collected via a variety of means, including but not limited to electronic or social media, direct or indirect observation ( <E T="03">i.e.,</E> in person, video and audio collections), interviews, questionnaires, surveys, and focus groups. HHS will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. Steps will be taken to ensure anonymity of respondents in each activity covered by this request. The results of the data collected will be used to improve the delivery of Federal services and programs. It will include the creation of personas, customer journey maps, and reports and summaries of customer feedback data and user insights. It will also provide government-wide data on customer experience that can be displayed on <E T="03">performance.gov</E> to help build transparency and accountability of Federal programs to the customers they serve Implementation). <GPOTABLE COLS="5" OPTS="L2,i1" CDEF="s50,12,12,12,12"> <TTITLE>Estimated Annualized Burden Table</TTITLE> <ENT I="01">Participants in customer interviews</ENT> <ENT I="01">Participants in focus groups</ENT> <ENT>450</ENT> <ENT>1</ENT> <ENT>90/60</ENT> <ENT I="01">Participants of feedback surveys</ENT> <ENT>2,000,000</ENT> <ENT>1</ENT> <ENT>3/60</ENT> <ENT>100,000</ENT> </ROW> <ROW> <ENT I="01">Participants in user testing (rapid)</ENT> <ENT>400</ENT> <ENT>1</ENT> <ENT>15/60</ENT> <ENT>100</ENT> </ROW> <ROW RUL="n,s"> <ENT I="01">Participants in user testing (deep dive)</ENT> <ENT>200</ENT> <ENT>1</ENT> <ENT>30/60</ENT> <NAME>Sherrette A. Funn,</NAME> Paperwork Reduction Act Reports Clearance Officer, Office of the Secretary. </SIG> </SUPLINF> <FRDOC>[FR Doc. 2024-05348 Filed 3-13-24; 8:45 am]</FRDOC> </NOTICE>