[Federal Register Volume 59, Number 133 (Wednesday, July 13, 1994)]
[Unknown Section]
[Page 0]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 94-17108]


[[Page Unknown]]

[Federal Register: July 13, 1994]


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FEDERAL COMMUNICATIONS COMMISSION

 

Public Information Collection Requirement Submitted to Office of 
Management and Budget for Review

July 11, 1994.
    The Federal Communications Commission has submitted the following 
information collection requirement to OMB for review and clearance 
under the Paperwork Reduction Act of 1980 (44 U.S.C. 3507).
    Copies of this submission may be purchased from the Commission's 
copy contractor, International Transcription Service, Inc., 2100 M 
Street, NW., Suite 140, Washington, DC 20037, (202) 857-3800. For 
further information on this submission contact Judy Boley, Federal 
Communications Commission, (202) 632-0276. Persons wishing to comment 
on this information collection should contact Timothy Fain, Office of 
Management and Budget, Room 10236 NEOB, Washington, DC 20503, (202) 
395-3561.

    Note: The Commission requested expedited review of this item by 
July 11, 1994, under the provisions of 5 CFR 1320.18.

    OMB Number: None.
    Title: Voluntary Customer Survey for Private Land Mobile Radio 
Users.
    Action: New collection.
    Respondents: Individuals or households, state or local governments, 
federal agencies or employers, non-profit institutions, and businesses 
or other for-profit (including small businesses).
    Frequency of Response: One time survey.
    Estimated Annual Burden: 30 responses; 2 hours average burden per 
response; 60 hours total annual burden.
    Needs and Uses: The FCC will conduct a voluntary customer survey to 
improve customer service to Private Land Mobile Radio applicants and 
licensees. The FCC will conduct focus groups as well as administering 
written questionnaires. Focus groups will provide the Commission with 
preliminary data which will be used to develop questions for the 
written questionnaire. Licensees, frequency coordinators, law firms, 
vendors, and license groups from the Metropolitan area will be invited 
to participate in the focus groups. Three two-hour focus groups will be 
conducted whereby participants will be asked nine open-ended questions. 
Participants will respond verbally. Participants will not be given 
these questions in advance. Out-of-pocket expenses that result from 
focus group participation will not be reimbursed. During the focus 
groups, data will be gathered on (1) problems, (2) suggestions to 
improve services, (3) services customers would like, and (4) services 
customers do not want. This data will be used to develop customer 
service standards.

Federal Communications Commission.
William F. Caton,
Acting Secretary.

Language for Customer Segment

    Hello, my name is ____________ and I am calling from the FCC.
    The Federal Communications Commission is conducting a survey of 
their customers to determine the kind and quality of services they want 
and their level of satisfaction with existing services. You've been 
identified as having recently been through the FCC's licensure 
application process. Is this correct? (If yes, continue, if no, 
indicate we are only looking for people who have been through the 
licensure process and thank them for their time.)
    As a customer of the Private Radio Bureau within the FCC, we would 
like to share your comments and ideas at a focus group. We are inviting 
various types of customers, like yourself, that have recently gone 
through the licensure process at FCC. We've hired the consulting firm 
of Booz, Allen & Hamilton to conduct these focus groups. We hope that 
you will come and comment on the experiences you have had while 
obtaining a license from the FCC and to describe the kind of quality of 
services you need from the Private Radio Bureau. We will use the 
results of the focus groups to set customer service standards and to 
develop a customer service plan.
    We will be holding the focus groups at the Booz, Allen & Hamilton 
offices in Bethesda, MD on the following dates ________. During the 
focus groups, you will be asked a series of questions relating to the 
licensure application process at the FCC, your particular experiences 
with the FCC and what types of improvements you would recommend. We 
expect the focus groups to last approximately two hours. Will you be 
able to attend? Which date is best for you? We will send you a 
confirmation letter that includes directions to the Booz, Allen & 
Hamilton offices. Thank you for your time. We look forward to hearing 
your suggestions.

June ______, 1994.
  Dear-----------------------------------------------------------------

    Thank you for agreeing to participate in the FCC Customer 
Service Focus Group to be held on July ______, 1994. As we mentioned 
during our phone call, FCC is conducting a survey of their customers 
to determine the kind and quality of services they need and their 
level of satisfaction with existing services. We have hired the 
consulting firm of Booz, Allen & Hamilton to conduct the focus 
groups. The focus group will begin at ______ at the Booz, Allen & 
Hamilton offices located at 4330 East-West Highway, Bethesda, 
Maryland. We have enclosed directions for your convenience.
    Please go to the North tower of East-West Towers and report to 
the receptionist located on the 10th floor. We look forward to 
hearing your suggestions.

      Sincerely,

Focus Groups Questions for Five PRB Customer Groups

(Licensees, Frequency Coordinators, Law Firms, Vendors, and Licensee 
Representatives)

Introduction

    Why FCC is surveying customers:

--National Performance Review
--Executive Order #12862
--Align services with customer needs

    What this surveying entails:

--Talking with customers directly to assess their customer service 
needs
--Obtaining customer evaluation of current FCC services provided
--Developing customer service standards to ensure appropriate level of 
service to customers

    Question 1: What services have you required from the FCC?
    Question 2: During what points of the license application process 
did you interact directly with the FCC?
    Question 3: Which office at the FCC did you interact with?
    Question 4: What positive experiences have you had in your 
interactions with the FCC?
    Question 5: Have there been any issues or significant problems with 
the services provided to you by the FCC? If so, with what services?
    Question 6: How would you suggest the FCC improve their services?
    Question 7: What kinds of services should the FCC provide for you?
    Question 8: Do you currently have any need of services not 
currently provided by the FCC?
    Question 9: Does the FCC currently provide a service that is not 
particularly useful to you?
    Wrap-up of discussion and thank-you for participating.

[FR Doc. 94-17108 Filed 7-12-94; 8:45 am]
BILLING CODE 6712-01-M