Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
AI-generated summary for informational purposes only. Not legal advice. See the original source for the authoritative text.
The law aims to improve customer experience in federal services by gathering feedback from individuals and stakeholders. This process is in alignment with the Paperwork Reduction Act of 1995, ensuring that the collection of information is efficient and low-burden. The Department of the Interior is responsible for collecting this information, which will help identify how to enhance service delivery and meet customer needs effectively.
AI-generated summary. May contain errors. Refer to official sources for legal decisions.
Key Changes
- Establishes a streamlined process for gathering customer feedback
- Sets criteria for voluntary information collections
- Aims for a government-wide improvement in customer service delivery
Obligations
What this law requires
Department of the Interior must obtain OMB approval before conducting or sponsoring any information collection related to customer experience feedback, as required under the Paperwork Reduction Act of 1995 (44 U.S.C. 3501 et seq.) and 5 CFR 1320.8(d)(1).
Department of the Interior must identify highest-impact customer journeys using weighting factors including customer volume, annual program cost, and knowledge of customer priority, then select specific touchpoints/transactions within those journeys to collect feedback.
Department of the Interior must ensure all information collections are voluntary and do not require respondents to answer questions of a sensitive nature, such as sexual behavior and attitudes, religious beliefs, or other matters commonly considered private.
Department of the Interior must collect personally identifiable information (PII) only to the extent necessary and must not retain PII beyond what is necessary for the collection purpose.
Department of the Interior must ensure information collections are low-burden for respondents (based on total burden hours or burden-hours per respondent) and low-cost for both respondents and the Federal Government.