Improving Customer Experience (OMB Circular A-11, Section 280 Implementation

ICR 202003-0960-001

OMB: 0960-0818

Federal Form Document

ICR Details
0960-0818 202003-0960-001
Active
SSA
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation
New collection (Request for a new OMB Control Number)   No
Regular
Approved with change 07/24/2020
Retrieve Notice of Action (NOA) 06/09/2020
  Inventory as of this Action Requested Previously Approved
07/31/2023 36 Months From Approved
17,866,680 0 0
3,426,575 0 0
8,993,039 0 0

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.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf

None
None

Not associated with rulemaking

  85 FR 15556 03/18/2020
85 FR 35360 06/09/2020
No

2
IC Title Form No. Form Name
Online Services Customer Satisfaction Survey
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

  Total Approved Previously Approved Change Due to New Statute Change Due to Agency Discretion Change Due to Adjustment in Estimate Change Due to Potential Violation of the PRA
Annual Number of Responses 17,866,680 0 0 17,866,680 0 0
Annual Time Burden (Hours) 3,426,575 0 0 3,426,575 0 0
Annual Cost Burden (Dollars) 8,993,039 0 0 8,993,039 0 0
Yes
Miscellaneous Actions
No
This is a new collection in a program change of 3,426,575 burden hours

$8,933,039
Yes Part B of Supporting Statement
    No
    No
No
No
No
No
Faye Lipsky 410 965-8783 faye.lipsky@ssa.gov

  No

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.
06/09/2020


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