[Federal Register Volume 59, Number 233 (Tuesday, December 6, 1994)]
[Unknown Section]
[Page 0]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 94-30049]


[[Page Unknown]]

[Federal Register: December 6, 1994]


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FEDERAL COMMUNICATIONS COMMISSION
 

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

    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) 418-0210. Persons wishing to comment 
on this information collection should contact Timothy Fain, Office of 
Management and Budget, room 10236 NEOB, Washington, DC 20503.

    Note: The Commission requested expedited review of this item by 
December 12, 1994, under the provisions of 5 CFR 1320.18.

OMB Number: 3060-0612
Title: Voluntary Collection of Customer Satisfaction for Several 
External Customer Groups of the Federal Communications Commission Using 
Focus and Interviews
Action: Reinstatement, with change, of a previously approved collection 
for which approval has expired
Respondents: Individuals or households, Business or other for profit, 
Not-for profit institutions, federal government, and state, local, or 
tribal government
Frequency of Response: One time survey
Estimated Annual Burden: 130 responses; 2 hours average burden per 
response; 260 hours total annual burden
Needs and Uses: The FCC will conduct a voluntary survey to improve 
customer service to several external customer service groups--common 
carrier providers, local franchising authorities, wireless radio 
applicants and licensees, broadcast applicants and licensees, and the 
general public. The FCC will conduct focus groups which will provide 
the data that will be used to develop questionnaire surveys and set 
customer service standards. Representatives from these customer groups 
will be invited to participate in either focus groups or interviews. A 
maximum number of nine focus groups will be held, three with each 
group. Structured interviews--either in-person or via telephone--will 
be held with local franchising authorities and the general public. 
Approximately 20 interviews will be held with each group for a total of 
40 interviews. Participants will be invited by using the attached 
telephone script. Each focus group and interview will last about two 
hours, participants will be asked 12 open-ended questions. Participants 
will not be given questions in advance. Out-of-pocket expenses that 
result from participation will not be reimbursed. During the focus 
groups and telephone interviews, 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 survey questionnaires and customer service standards.

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

Focus Group and Interview Protocol

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

    Question 1: What products and services do you receive from the FCC?
    Question 2: When did you directly interact with the FCC?
    Question 3: Which office at the FCC did you directly interact with?
    Question 4: Have there been any issues or significant problems with 
the products or services provided to you by the FCC? (question will be 
asked for each relevant product and service).
    Question 5: How would you suggest the FCC improve? (question will 
be asked for each relevant product and service).
    Question 6: What positive experiences have you had in your 
interactions with the FCC?
    Question 7: What kinds of products and services should the FCC 
provide for you?
    Question 8: Do you currently have any need of products or services 
not currently provided by the FCC?
    Question 9: Does the FCC currently provide a product or service 
that is not particularly useful to you?
    Question 10: Would you pay more for services the FCC currently 
provides?
    Question 11: Would you pay more for additional services?
    Question 12: How would you feel about the FCC raising the cost of 
their services?
    Wrap-up of Discussion and Thank-you for Participating.

Language for Focus Group Customer Segment Calls

    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. We are inviting 
various representatives to participate in focus groups to obtain their 
ideas as to how the FCC can improve. We've hired Booz-Allen & Hamilton 
to conduct these focus groups. We would like to have your company 
represented. The best individual to send would be the one who interacts 
most with the FCC on your company's behalf. 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. During the focus groups, you will be asked a 
series of questions relating to the licensing/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? We will send you a 
confirmation letter that includes directions to Booz-Allen offices. 
Thank you for your time. We look forward to hearing your suggestions.

Language for Telephone Interviews Customer Segment Calls

    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. We are inviting 
various representatives to participate in telephone interviews to 
obtain their ideas as to how the FCC can improve. We've hired Booz-
Allen & Hamilton to conduct these interviews. We would like to have 
your company represented. The best individual for us to speak with 
would be the one who interacts most with the FCC on your company's 
behalf. We will use the results of the interviews to set customer 
service standards and to develop a customer service plan.
    Booz-Allen & Hamilton will be calling your representative. We would 
like to schedule a convenient date and time now. During the interview, 
you will be asked a series of questions relating to the licensing/
application process at the FCC, your particular experiences with the 
FCC and what types of improvements you would recommend. We expect the 
interview to last approximately two hours. Will you be able to 
participate? We will send you a confirmation letter that includes the 
date and time of the interview. Thank you for your time. We look 
forward to hearing your suggestions.

[FR Doc. 94-30049 Filed 12-5-94; 8:45 am]
BILLING CODE 6712-01-M