Federal Register #DOS20260001

State Department Proposed Information Collection for Customer Experience Improvement

The Department of State is announcing a proposed information collection initiative to improve customer experience with federal services. - Purpose: Gather voluntary feedback from individuals, businesses, and organizations interacting with federal programs - Methods: Surveys, interviews, and observational techniques - Goal: Raise government-wide customer service standards to match private sector benchmarks - No products or services are being procured - No Original Equipment Manufacturers (OEMs) or vendors are mentioned - Focus is on data collection to enhance service delivery, transparency, and accountability - Public comment is requested on the extension of this information collection effort

Description

The Department of State is proposing a new collection of information aimed at improving customer experience in accordance with OMB Circular A-11, Section 280. This initiative seeks to raise government-wide customer service standards to match private sector levels by conducting ongoing customer research, gathering feedback, and testing services and digital products. The data collection will be voluntary and may include surveys, interviews, and observational methods to ensure anonymity. The results will be used to enhance federal service delivery and increase transparency and accountability.

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