[Federal Register Volume 62, Number 83 (Wednesday, April 30, 1997)]
[Notices]
[Pages 23446-23447]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-11163]
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ENVIRONMENTAL PROTECTION AGENCY
[FRL-5819-7]
Agency Information Collection Activities: Proposed Collection;
Comment Request; Information Collection Request for Customer
Satisfaction Surveys
AGENCY: Environmental Protection Agency (EPA).
ACTION: Notice.
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SUMMARY: In compliance with the Paperwork Reduction Act (44 U.S.C. 3501
et seq.), this notice announces that EPA is planning to submit the
following continuing Information Collection Request (ICR) to the Office
of Management and Budget (OMB): Information Collection Request for
Customer Satisfaction Surveys. Before submitting the ICR to OMB for
review and approval, EPA is soliciting comments on specific aspects of
the proposed information collection as described below.
DATES: Comments must be submitted on or before June 1, 1997. They may
be sent via electronic mail to [email protected].
ADDRESSES: USEPA, Office of Policy, Planning & Evaluation, OSPED/IO,
401 M Street SW, Washington, D.C. 20460. Copies of the ICR may be
obtained by calling: 202-260-0599; requesting by fax to 202-260-0275,
and may be accessed electronically via Internet [http://www.epa.gov/
oppe on the World Wide Web].
FOR FURTHER INFORMATION CONTACT: Patricia Bonner, telephone: 202-260-
0599; fax 202-260-0275.
SUPPLEMENTARY INFORMATION:
Affected entities: Entities potentially affected by this action are
those which telephone, write to or electronically request information
from the Agency; apply for permits, pesticide registration or grants;
are or become partners with the Agency in pollution prevention;
participate in an enforcement, compliance assistance or rulemaking
activity; or receive other Agency services or training.
Title: Information Collection Request for Customer Satisfaction
Surveys, OMB Control Number 2090-0019, EPA ICR Number 1711.01, expiring
10/31/97.
Abstract: Within the Environmental Protection Agency voluntary
customer surveys will be used to determine the level of customer
satisfaction with EPA services in terms of access, timeliness,
courtesy, accuracy, value to the respondent, and other appropriate
measures of quality within our various lines of service. Surveys will
involve individuals who have experienced EPA services directly or could
have obtained such services (e.g. people who are notified about an
event or action, but choose not to participate/comment). Information
obtained from these surveys will be used to assist in evaluating and
improving service delivery processes. In the past three years, the
Agency has performed nearly 35 surveys. Comment cards, focus groups and
more complex surveys have provided managers with information enabling
the Agency to streamline procedures, speed delivery of services, and
improve the quality of service delivery for customers. The Agency may
not conduct or sponsor,
[[Page 23447]]
and a person is not required to respond to, a collection of information
unless it displays a currently valid OMB control number.
The EPA would like to solicit comments to:
(I) evaluate whether the proposed collection of information is
necessary for the proper performance of the functions of the Agency,
including whether the information will have practical utility;
(ii) evaluate the accuracy of the Agency's estimate of the burden
of the proposed collection of information, including the validity of
the methodology and assumptions used;
(iii) enhance the quality, utility, and clarity of the information
to be collected; and
(iv) minimize the burden of the collection of information on those
who are to respond, including through the use of appropriate automated
electronic, mechanical, or other technological collection techniques or
other forms of information technology, e.g., permitting electronic
submission of responses.
Burden: The average burden per response for these activities is
estimated to range from less than 30 seconds to respond to an Internet
feedback screen, to 2 hours for participation in a focus group. The
Agency plans to use many different instruments of survey. These
include: minimal question comment cards with narrow scope; longer
comment sheets to evaluate training, events or publications; telephone
follow-up surveys; in person surveys; Internet feedback systems; short
and long written surveys; focus groups, and exit interviews. Burden
means the total time, effort, or financial resources expended by
persons to generate, maintain, retain, or disclose or provide
information to or for a Federal agency. This includes the time needed
to: review instructions; develop, acquire, install, and utilize
technology and systems for the purposes of collecting, validating, and
verifying information, processing and maintaining information, and
disclosing and providing information; adjust the existing ways to
comply with any previously applicable instructions and requirements;
train personnel to be able to respond to a collection of information;
search data sources; complete and review the collection of information;
and transmit or otherwise disclose the information. Labor costs were
estimated based on the Labor Department's (Bureau of Labor Statistics)
April 18, 1997 release of weekly earnings of wage and salary workers
using the median earnings ($504/week).
In FY 1998, EPA expects that up to 53,395 respondents will reply to
our various forms of customer surveys, and anticipates a total burden
of 12,761.48 hours. There are no direct respondent costs except time,
estimated overall at $160,794.64.
In FY 1999, EPA expects that up to 52,545 respondents will reply to
our various forms of customer surveys, and anticipates a total burden
of 12,608.18 hours. There are no direct respondent costs except time,
estimated overall at $158,863.06.
In FY 2000, EPA expects that up to 53,345 respondents will reply to
our various forms of customer surveys, and anticipates a total burden
of 13108.18 hours. There are no direct respondent costs except time,
estimated overall at $165,163.06.
Dated: April 21, 1997.
Patricia A. Bonner,
Director, Customer Service.
[FR Doc. 97-11163 Filed 4-29-97; 8:45 am]
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