Overview
Title
Information Collection; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Agencies
ELI5 AI
The Small Business Administration wants to ask people and businesses how they can make their services better, like making them as good as ones from a store. They want to know if asking people these questions is helpful and not too much work, and they will only keep important information safe.
Summary AI
The Small Business Administration (SBA) is seeking comments on a proposed information collection to enhance customer experience as part of the OMB Circular A-11, Section 280 Implementation. The SBA aims to gather feedback on federal services to improve quality and transparency, and it plans to use customer input to raise government service standards to those of the private sector. Public comments on the necessity, accuracy, and burden of this data collection are welcomed until February 25, 2021. Participation in the feedback process is voluntary, low-cost, and non-controversial, targeting individuals and organizations who interact with these services.
Abstract
The Small Business Administration has submitted the following information collection: Improving Customer Experience (OMB Circular A- 11, Section 280 Implementation), to the Office of Management and Budget (OMB) for approval under the Paperwork Reduction Act (PRA).
Keywords AI
Sources
AnalysisAI
The document from the Federal Register details a request for public comment by the U.S. Small Business Administration (SBA) regarding a proposed information collection initiative. This initiative aims to enhance the customer experience with federal services, as guided by the Office of Management and Budget (OMB) Circular A-11, Section 280 Implementation. Primarily, the SBA seeks input to raise the standard of government services to match that of the private sector through this feedback mechanism.
General Summary
In a move to refine the delivery of federal services, the SBA proposes an information collection framework designed to capture customer experiences and expression. The endeavor is part of a broader strategy to promote transparency and accountability within federal programs. The document invites comments on various aspects of the proposal, such as its necessity, accuracy, and efforts to minimize respondent burdens. The proposal is particularly focused on non-controversial, low-cost, and voluntary participation by individuals and organizations familiar with these federal services. Public input is sought until February 25, 2021, which will help shape the final implementation strategy.
Significant Issues and Concerns
The document raises several important concerns primarily linked to clarity and transparency.
Ambiguity in Estimations: The estimated number of respondents and activities is not broken down in detail, leading to challenges in understanding the burden hours calculated at 251,125. The basis for these calculations is unclear, prompting possible confusion regarding accuracy.
Types of Data Collection: While mentioning feedback surveys, focus groups, etc., the document lacks specificity about the exact methodologies to be employed, leaving stakeholders guessing about the precise nature of their engagement.
Data Privacy Measures: It suggests that personally identifiable information (PII) will be collected only as necessary without detailing what constitutes 'necessary,' potentially leading to concerns around privacy safeguards.
Impact on the Public
From a broader perspective, the proposal could significantly enhance the public's interaction with federal services by facilitating a customer experience akin to those offered by private sector service providers. The initiative promises improved service delivery, informed by genuine user feedback, which can elevate satisfaction and trust in government offerings. However, the lack of clear explanations on burden and data privacy might deter participation due to perceived or actual risks and inconveniences.
Impact on Specific Stakeholders
For stakeholders directly engaged with SBA services, such as small businesses and organizations, the proposal presents an opportunity to directly influence federal service standards and processes through their feedback. This increased involvement could lead to more tailored services that align with their specific needs, thereby positively impacting their operations and overall experience. However, the proposal's vagueness might lead to apprehension, particularly if the perceived burden or privacy concerns are not adequately addressed.
In conclusion, the SBA's proposal for an information collection initiative reflects a laudable commitment to improving customer experience with federal services. However, achieving its potential positive impact relies heavily on addressing the opacity of the methodology, ensuring detailed communication of privacy measures, and maintaining low burdens for respondents. Clearer communication of these aspects can potentially maximize participation and optimize the initiative's outcomes.
Issues
• The document does not provide a detailed breakdown of the estimated number of respondents and activities, which could lead to ambiguity in assessing the required burden hours.
• There is no clear explanation of how the estimated burden hours (251,125) are calculated, which might lead to confusion or questions regarding the accuracy of the calculations.
• The document does not specify the exact types of data collection activities beyond stated examples, leading to potential ambiguity in the exact methods employed.
• The language regarding 'personally identifiable information (PII) is collected only to the extent necessary and is not retained' might be vague without specific examples or guidelines indicating what 'extent necessary' entails.
• While stating that the collections are voluntary and low-burden, there is no specific data evidencing what measures ensure the burden remains low.
• The document mentions releasing information as part of A-11, Section 280 requirements on performance.gov but lacks details on how transparency will be maintained in practice.