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Federal Register / Vol. 86, No. 16 / Wednesday, January 27, 2021 / Notices 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, HUD 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.
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. HUD 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,
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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: HUD will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews.
HUD may also utilize observational techniques to collect this information.
Data:
Form Numbers: None.
Type of Review: New.
Affected Public: Collections will be 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. For the purposes of this request, customers are individuals, businesses, and organizations that interact with a Federal Government agency or program, either directly or via a Federal contractor. This could include individuals or households; businesses or other for-profit organizations; not-forprofit institutions; State, local or tribal governments; Federal government; and Universities.
Estimated Number of Respondents:
500,000.
Estimated Time per Response:
Varied, dependent upon the data collection method used. The possible response time to complete a questionnaire or survey may be 3
minutes or up to 2 hours to participate in an interview.
Estimated Total Annual Burden Hours: 25,000.
Estimated Total Annual Cost to Public: $0.
B. Solicitation of Public Comment This notice is soliciting comments from members of the public and affected parties concerning the collection of information described in Section A on the following:
1 Whether the proposed collection of information is necessary for the proper performance of the functions of the agency, including whether the information will have practical utility;
2 The accuracy of the agencys estimate of the burden of the proposed collection of information;
3 Ways to enhance the quality, utility, and clarity of the information to be collected; and 4 Ways to minimize the burden of the collection of information on those who are to respond; including through
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the use of appropriate automated collection techniques or other forms of information technology, e.g., permitting electronic submission of responses.
HUD encourages interested parties to submit comment in response to these questions.
C. Authority Section 3507 of the Paperwork Reduction Act of 1995, 44 U.S.C.
Chapter 35.
The Acting Customer Experience Officer, Katherine Darling, having reviewed and approved this document, is delegating the authority to electronically sign this document to submitter, Nacheshia Foxx, who is the Federal Register Liaison for HUD, for purposes of publication in the Federal Register.
Nacheshia Foxx, Federal Register Liaison for the Department of Housing and Urban Development.
FR Doc. 202101574 Filed 12621; 8:45 am BILLING CODE 421067P

DEPARTMENT OF THE INTERIOR
National Indian Gaming Commission Fee Rate and Fingerprint Fees National Indian Gaming Commission, Interior.
ACTION: Notice.
AGENCY:

Notice is hereby given that the National Indian Gaming Commission has adopted its annual fee rates of 0.00% for tier 1 and 0.062%
.00062 for tier 2, which remain the same as current fee rates. These rates shall apply to all assessable gross revenues from each gaming operation under the jurisdiction of the Commission. If a tribe has a certificate of self-regulation, the fee rate on Class II revenues shall be 0.031% .00031
which is one-half of the annual fee rate.
The Commission may need to reassess these rates during the year, as well as the fee collection processes laid out in its regulations. This reassessment includes the Commission considering actions to potentially increase fee rates before November 2021, promulgate changes to the provisions described in the Commissions Fees regulations, and/
or other potential measures to address the agencys budget planning. These potential measures will not be implemented before the third quarter payment due date, will comply with the Indian Gaming Regulatory Acts existing requirements, and will be done in consultation with tribal governments as outlined in the Agencys policies on
SUMMARY:

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