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Federal Register / Vol. 86, No. 108 / Tuesday, June 8, 2021 / Notices abstract: Primary: Law Enforcement Agencies.
5 An estimate of the total number of respondents and the amount of time estimated for an average respondent to respond/reply:
There will be approximately 1,424
awardees submitting a COPS Progress Report on a semi-annually basis, or 4,042 responses annually. The average estimated time to complete a progress report is 35 minutes per awardee submission.
6 An estimate of the total public burden in hours associated with the collection:
0.4167 hours per respondent 1424
respondents 2 semi-annually response = 2,848 annual hours Total Annual Respondent Burden:
2,848 hours.
If additional information is required contact: Melody D. Braswell, Department Clearance Officer, United States Department of Justice, Justice Management Division, Policy and Planning Staff, Two Constitution Square, 145 N Street NE, Room 3E.405A, Washington, DC 20530.
Dated: June 3, 2021.
Melody D. Braswell, Department Clearance Officer for PRA, U.S.
Department of Justice.
FR Doc. 202111963 Filed 6721; 8:45 am BILLING CODE 4410ATP

DEPARTMENT OF JUSTICE
OMB Control No. 1103NEW

Information Collection; Improving Customer Experience OMB Circular A11, Section 280 Implementation Office of the Chief Information Officer, Department of Justice.
ACTION: 60-Day notice.
AGENCY:

The Department of Justice as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on a new proposed collection of information by the Agency. Under the Paperwork Reduction Act of 1995
PRA, Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, and to allow 60 days for public comment in response to the notice. This notice solicits comments on new collection proposed by the Agency.
DATES: Submit comments on or before:
August 9, 2021.
ADDRESSES: Submit comments identified by Information Collection 1103NEW, Improving Customer Experience OMB Circular A11,
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SUMMARY:

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Section 280 Implementation, by any of the following methods:
Federal eRulemaking portal:
https www.regulations.gov. Follow the instructions for submitting comments.
Comments submitted electronically, including attachments to https
www.regulations.gov, will be posted to the docket unchanged.
Mail: General Services Administration, Regulatory Secretariat Division MVCB, 1800 F Street NW, Washington, DC 20405. ATTN: Ms.
Mandell/IC 1103NEW, A11 Section 280 Improving Customer Experience.
Instructions: Please submit comments only and cite Information Collection 1103NEW, Improving Customer Experience OMB Circular A11, Section 280 Implementation, in all correspondence related to this collection. To confirm receipt of your comments, please check regulations.gov, approximately two-tothree business days after submission to verify posting except allow 30 days for posting of comments submitted by mail.
SUPPLEMENTARY INFORMATION:

A. Purpose Under the PRA, 44 U.S.C. 3501
3520 Federal Agencies must obtain approval from the Office of Management and Budget OMB for each collection of information they conduct or sponsor.
Collection of information is defined in 44 U.S.C. 35023 and 5 CFR
1320.3c and includes Agency requests or requirements that members of the public submit reports, keep records, or provide information to a third party.
Section 3506c2A of the PRA
requires Federal Agencies to provide a 60-day notice in the Federal Register concerning each proposed collection of information, including each proposed extension of an existing collection of information, before submitting the collection to OMB for approval. To comply with this requirement, GSA is publishing notice of the proposed collection of information set forth in this document.
Whether seeking a loan, Social Security benefits, veterans benefits, or other services provided by the Federal Government, individuals and businesses expect Government customer services to be efficient and intuitive, just like services from leading private-sector organizations. Yet the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector.

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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. To support this, OMB Circular A11 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 i.e., in person, video and audio collections, interviews, questionnaires, surveys, and focus groups. The De 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 performance.gov to help build transparency and accountability of Federal programs to the customers they serve.
Method of Collection The Department will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. The Department may also utilize observational techniques to collect this information.
Data Form Numbers: None.
Type of Review: New.

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