Proposed Extension of Information Collection Request Submitted for Public Comment; Comment Request Relating to Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
The Internal Revenue Service (IRS), as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to take thi...
The Internal Revenue Service (IRS), as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to take this opportunity to comment on information collections, as required by the Paperwork Reduction Act of 1995. The IRS is soliciting comments relating to,
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation),
proposed by the Agency.
DATES:
Written comments should be received on or before June 12, 2023 to be assured of consideration.
ADDRESSES:
Direct all written comments to Andres Garcia, Internal Revenue Service, Room 6526, 1111 Constitution Avenue NW, Washington, DC 20224, or by email to
pra.comments@irs.gov. Include “OMB Number 1545-2290” in the subject line of the message.
FOR FURTHER INFORMATION CONTACT:
Requests for additional information or copies of this collection should be directed to Martha R. Brinson, at (202)317-5753, or at Internal Revenue Service, Room 6526, 1111 Constitution Avenue NW, Washington, DC 20224, or through the internet at
Martha.R.Brinson@irs.gov.
Abstract:
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 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.
As discussed in OMB guidance, agencies should identify their highest-impact customer journeys (using customer volume, annual program cost, and/or knowledge of customer priority as weighting factors) and select touchpoints/transactions within those journeys to collect feedback. These results will be used to improve the delivery of Federal services and programs. It will also provide government-wide data on customer experience that can be displayed on
www.performance.gov
to help build transparency and accountability of Federal programs to the customers they serve.
As a general matter, these information collections will not result in any new system of records containing privacy information and will not ask questions of a sensitive nature, such as sexual behavior and attitudes, religious beliefs, and other matters that are commonly considered private.
The Internal Revenue Service will only submit collections if they meet the following criteria.
The collections are voluntary;
The collections are low-burden for respondents (based on considerations of total burden hours or burden-hours per respondent) and are low-cost for both the respondents and the Federal Government;
The collections are non-controversial and do not raise issues of concern to other Federal agencies;
Any collection is 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;
Personally identifiable information (PII) is collected only to the extent necessary and is not retained;
Information gathered is intended to be used for general service improvement and program management purposes
Upon agreement between OMB and the agency all or a subset of information may be released as part of A-11, Section 280 requirements only onperformance.gov. Summaries of customer research and user testing activities may be included in public-facing customer journey maps and summaries.
Additional release of data must be done coordinated with OMB.
These collections will allow for ongoing, collaborative and actionable communications between the Agency, its customers and stakeholders, and OMB as it monitors agency compliance on Section 280. These responses will inform efforts to improve or maintain the quality of service offered to the public. If this information is not collected, vital feedback from customers and stakeholders on services will be unavailable.
Current Actions:
IRS is requesting an increase in the bank of burden hours to cover existing and planned surveys.
Type of Review:
Extension of a currently approved collection.
Affected Public:
Individuals or households; businesses or other for-profit organizations; not-for-profit institutions; State, local or tribal governments.
Estimated Number of Respondents:
1,011,000.
Estimated Time per Respondent:
9 minutes.
Estimated Total Annual Burden Hours:
150,000.
Request for Comments:
Comments submitted in response to this notice will be summarized and/or included in the request for OMB approval. Comments will be of public record. Comments are invited on: (a) whether the collection of information is necessary for the proper performance of the functions of the agency, including whether the information has practical utility; (b) the accuracy of the agency's estimate of the burden of the collection of information; (c) ways to enhance the quality, utility, and clarity of the information to be collected; (d) ways to minimize the burden of the collection of information on or other forms of information technology; and (e) estimates of capital or start-up costs and costs of operation, maintenance, and purchase of services to provide information.