Generic Clearance for Improving Customer Experience(OMB Circular A-11, Section 280 Implementation)1601-0029

Forms and Documents

Document Name	Status
memo change request for 0990-0491.docx Justification for No Material/Nonsubstantive Change	2024-11-14
Supporting Statement B - HHS A 11 Section 280 Improving Customer Experience 12 4 23.docx Supporting Statement B	2024-03-22
Supporting Statement A- HHS A11 Section 280 Improving Customer Experience 202403-0990-006 4 22 24.docx Supporting Statement A	2024-04-22
Generic ICR Template_A11 Section 280 Clearance 12 4 23.docx Supplementary Document	2024-03-22

IC Document Collections

IC ID	Document Title	Status
267051	User Testing (Rapid Feedback) Other-User testing	Unchanged
266242	User Testing (Deep Dive) Other-template	Unchanged
266241	Feedback survey Other-instruction	Unchanged
266240	Focus Groups Other-	Unchanged
266237	Customer Interviews Other-	Unchanged

ICR Details

OMB Control No: 0990-0491	ICR Reference No: 202411-0990-001
Status: Received in OIRA	Previous ICR Reference No: 202403-0990-006
Agency/Subagency: HHS/HHSDM	Agency Tracking No:
Title: Generic Clearance for Improving Customer Experience(OMB Circular A-11, Section 280 Implementation)1601-0029
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 11/14/2024

	Requested	Previously Approved
Expiration Date	04/30/2027	04/30/2027
Responses	2,001,550	2,001,550
Time Burden (Hours)	101,375	101,375
Cost Burden (Dollars)	0	0

---

Abstract: These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the U.S. Department of Health and Human Services (hereafter “the Agency”) to act in accordance with OMB Circular A-11 Section 280, Executive Order 14058, and the OMB memoranda on burden reduction, to ultimately transform the experience of its customers to improve both efficiency and mission delivery and increase accountability by communicating about these efforts with the public.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 88636	12/22/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 18648	03/14/2024
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 5

IC Title	Form No.	Form Name
Customer Interviews
Feedback survey
Focus Groups
User Testing (Deep Dive)
User Testing (Rapid Feedback)

---

ICR Summary of Burden

	Total Request	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	2,001,550	2,001,550	0	0	0	0
Annual Time Burden (Hours)	101,375	101,375	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: New, there is no change in information being collected, or effected burden.

---

Annual Cost to Federal Government: $600,000

Does this IC contain surveys, censuses, or employ statistical methods? No

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

---

Common Form ICR:  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:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(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;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

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.

Certification Date: 11/14/2024

---