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 at
https://www.performance.gov/cx/a11-280.pdf. 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. As a general matter, these information
collections will not result in any new system of records containing
privacy information and will not ask questions of a sensitive
nature, such as sexual behavior and attitudes, religious beliefs,
and other matters that are commonly considered private. Agency will
only submit collections if they meet the following criteria. • The
collections are voluntary; • The collections are low-burden for
respondents (based on considerations of total burden hours or
burden-hours per respondent) and are low-cost for both the
respondents and the Federal Government; • The collections are
non-controversial and do not raise issues of concern to other
Federal agencies; • Any collection is targeted to the solicitation
of opinions from respondents who have experience with the program
or may have experience with the program in the near future; •
Personally identifiable information (PII) is collected only to the
extent necessary and is not retained; • Information gathered is
intended to be used for general service improvement and program
management purposes • Upon agreement between OMB and the agency all
or a subset of information may be released as part of A-11, Section
280 requirements only on performance.gov. Summaries of customer
research and user testing activities may be included in
public-facing customer journey maps or summaries. • Additional
release of data must be done coordinated with OMB. These
collections will allow for ongoing, collaborative and actionable
communications between the Agency, its customers and stakeholders,
and OMB as it monitors agency compliance on Section 280. These
responses will inform efforts to improve or maintain the quality of
service offered to the public. If this information is not
collected, vital feedback from customers and stakeholders on
services will be unavailable.
EO: EO
12862 Name/Subject of EO: Setting Customer Service Standards
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:
(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;
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.
Supporting Statement B for PTO A11 Section 280 Clearance 09 2025.docx
CX 311: PPUBS Survey