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Federal Register / Vol. 86, No. 239 / Thursday, December 16, 2021 / Presidential Documents
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Information and Regulatory Affairs within OMB, in consultation with relevant interagency councils including the Chief Information Officers Council, the Federal Privacy Council, the Chief Data Officer Council, the Evaluation Officer Council, and the Interagency Council on Statistical Policy, shall coordinate their current, respective efforts to develop guidance for agencies, ensuring that such guidance incorporates opportunities to:
i improve the efficiency and effectiveness of data sharing and support processes among agencies and with State and local governments; and ii streamline the process for agencies to provide services to State and local governments, consistent with applicable law.
f Within 120 days of the date of this order, the Administrator of the Office of Information and Regulatory Affairs shall provide guidance for agencies on:
i identifying specific steps to reduce information collection burdens on customers to enhance access across agencies; and
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ii clarifying and updating recommendations and flexibilities under the Paperwork Reduction Act 44 U.S.C. 3501 et seq., including to facilitate stakeholder engagement and feedback processes to support the implementation of this order.
g Within 180 days of the date of this order, the Administrator of General Services shall submit to the Director of OMB a roadmap for the development of prioritized common services and standards such as the United States Web Design System or systems for login and identity management, platforms such as notification capabilities, and digital products such as USA.gov that support increased efficiency, integration, and improved service delivery of designated customer life experiences.
Sec. 6. Ongoing Accountability for Federal Service Delivery. a The Director of OMB shall designate as HISPs those Federal entities that provide or fund customer-facing services, including Federal services administered at the State or local level, that have a high impact on the public, whether because of a large customer base or a critical effect on those served. The Director of OMB shall maintain a list of designated HISPS and may update this list at any time.
b The Secretary of State, the Secretary of the Treasury, the Secretary of the Interior, the Secretary of Agriculture, the Secretary of Commerce, the Secretary of Labor, the Secretary of Health and Human Services, the Secretary of Housing and Urban Development, the Secretary of Transportation, the Secretary of Education, the Secretary of Veterans Affairs, the Secretary of Homeland Security, the Administrator of the Small Business Administration, the Commissioner of Social Security, the Administrator of General Services, the Administrator of the United States Agency for International Development, and the Director of the Office of Personnel Management shall each submit to the Director of OMB a report including an assessment of the improvements needed in each agencys customer experience management and service design capabilities in light of this order, to be prioritized within each agencys respective available and budgeted resources.
c The head of each HISP shall, in consultation with the Deputy Director for Management of OMB, annually designate a limited number of services for prioritized improvement designated services. Identification of designated services should be based on the moments that matter most to the individuals served, as illustrated through human-centered design and other research, and on those services public-facing nature, the number of individuals served, the volume of transactions, the total Federal dollars spent, the safety and protection of lives, or the critical nature of the services provided in the lives of the individuals they serve.
d The Deputy Director for Management of OMB shall issue guidance for HISPs that outlines an annual process for assessing their capacity to manage customer experience, assessing their performance of designated services through meaningful measures from the perspective of the public and planning for the improvement of the customer experience. Assessments
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