Federal Register #DHS20260892

DHS Seeks Public Comment for Customer Experience Improvement Collection

The Department of Homeland Security (DHS), including the Cybersecurity and Infrastructure Security Agency (CISA), is seeking public comment on a proposed information collection to improve customer experience across federal programs. - Government Buyer: - Department of Homeland Security (DHS) - Cybersecurity and Infrastructure Security Agency (CISA) - OEMs and Vendors: - No specific OEMs or vendors are mentioned; this is a service-oriented request - Products/Services Requested: - Customer experience research (persona and journey map development) - Feedback surveys modeled on OMB Circular A-11 - User testing of services and digital products - No products or part numbers requested - Unique or Notable Requirements: - Voluntary, low-burden, and noncontroversial collection - Target audience includes individuals, households, and critical infrastructure stakeholders - Focus on improving service delivery, efficiency, and accountability through regular monitoring and measurement of customer experience - Collection activities are designed to be flexible and responsive to program needs

Description

The Department of Homeland Security will submit an Information Collection Request (ICR) to the Office of Management and Budget (OMB) for review and clearance under the Paperwork Reduction Act of 1995. This generic clearance aims to collect customer insights to improve service delivery and customer experience across federal programs. Activities include customer research, feedback surveys, and user testing of services and digital products. The data collected will help the agency enhance efficiency, mission delivery, and accountability by transforming customer experience.

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