SUPPLEMENTARY INFORMATION:

The IRS, in accordance with the Paperwork ( printed page 53695) Reduction Act of 1995 (PRA) (44 U.S.C. 3506(c)(2)(A)), provides the general public and Federal agencies with an opportunity to comment on proposed, revised, and continuing collections of information. This helps the IRS assess the impact and minimize the burden of its information collection requirements. Comments submitted in response to this notice will be summarized and/or included in the request for OMB approval. All comments will become a matter of public record, and viewable on relevant websites. For this reason, please do not include in your comments information of a confidential nature, such as sensitive personal information.

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 shall have 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 respondents, including through the use of automated collection techniques 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.

Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation).

OMB Control Number: 1545-2290.

Abstract: Under the Government Service Delivery Improvement Act and the 21st Century Integrated Digital Experience Act, along with OMB guidance, agencies are required to continually improve their services to the public using qualitative and quantitative data. The purpose of this information collection request is to collect feedback from the public to improve the Agency's services and support the Agency's compliance with these statutory requirements.

The Agency 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, meaning they are not expected to raise issues that call for public comment;
• Collections seek feedback from respondents who have experience with the program or may have experience with it in the future;
• Personally identifiable information (PII) is collected only to the extent necessary, and the Agency will comply with applicable legal and policy requirements to ensure its protection;
• Information gathered is intended to be used for general service improvement and program management purposes;
• The agency will follow the procedures specified in any relevant OMB guidance for the required reporting survey data to OMB;
• Other than the reporting to OMB described in the prior bullet, if the Agency intends to release journey maps, user personas, reports, or other data-related summaries from this collection, the Agency must include appropriate caveats around those summaries and explain that conclusions should not be generalized beyond the sample given the sample size and response rates. The Agency must submit the data summary (for example, a report), including the caveat language, to OMB before it releases it outside the Agency.
• Information will be collected electronically when possible. The Agency may use other methods, such as mail, fax, telephone, technical discussions, in-person interviews, focus groups, and observational techniques.

Current Actions: IRS is updating the requested burden hours to reflect current and anticipated needs for these collection activities.

Type of Review: Extension of a currently approved collection.

Affected Public: Collections will seek feedback and opinions from respondents who have experience with the program or may have experience with the program in the future. For the purposes of this request, respondents are individuals, businesses, and organizations that interact with a Federal Government agency or program, either directly or via a Federal contractor. Respondents may include individuals or households; businesses or other for-profit organizations; not-for-profit institutions; State, local or tribal governments; Federal government; and universities.

Estimated Number of Responses: 2,001,550.

Estimated Time Per Response: Varied, ranging from 3 minutes up to 1.5 hours, dependent upon the data collection method used. For example, the response time for a feedback survey may be 3 minutes while the response time for a focus group may be 1.5 hours.

Estimated Total Annual Burden Hours: 101,125.