[Federal Register Volume 62, Number 112 (Wednesday, June 11, 1997)]
[Notices]
[Pages 31845-31846]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-15261]


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DEPARTMENT OF LABOR

Employment and Training Administration


Unemployment Insurance Customer Satisfaction Survey

ACTION: Notice.

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SUMMARY: The Department of Labor, as part of its continuing effort to 
reduce paperwork and respondent burden, conducts a preclearance 
consultation program to provide the general public and Federal agencies 
with an opportunity to comment on proposed and/or continuing 
collections of information, in accordance with the Paperwork Reduction 
Act of 1995 (PRA95). This program helps to ensure that requested data 
can be provided in the desired format, reporting burden is minimized, 
reporting forms are clearly understood, and the impact of collection 
requirements on respondents can be properly assessed. Currently, the 
Unemployment Insurance Service of the Employment and Training 
Administration is soliciting comments concerning the proposed customer 
satisfaction survey of Unemployment Insurance claimants. A copy of the 
proposed satisfaction survey can be obtained by contacting the employee 
listed below in the contract section of this notice.

DATES: Written comments must be submitted on or before August 11, 1997. 
If you anticipate submitting written comments, but find it difficult to 
do so within the length of time allowed by

[[Page 31846]]

this notice, you should request an extension from the contact person 
listed below as soon as possible. An effort will be made to accommodate 
each request, unless otherwise justified.

FOR FURTHER INFORMATION CONTACT:
Robert Pavosevich, U.S. Dept. of Labor, Unemployment Insurance Service, 
Room C-4514, 200 Constitution Ave. N.W., Washington, D.C. 20210, (202) 
219-5312, (this is not a toll-free number), internet address: 
[email protected].

SUPPLEMENTARY INFORMATION:

I. Background

    Customer satisfaction has become a key area of focus in the Federal 
Government. The United States Department of Labor Employment and 
Training Administration is seeking to determine the degree to which the 
Unemployment Insurance (UI) system provides satisfactory service to its 
claimant customers. This project is for the development and 
implementation of a nationally representative customer satisfaction 
survey for UI claimants only. The objectives of this survey are to 
support the Federal role in such tasks as oversight and national 
program development. The survey satisfies the intent of Executive Order 
12862 by enabling the Department of Labor to develop customer 
satisfaction benchmarks to which individual States may compare results 
from their own surveys.

II. Current Actions

    The survey will be administered to 3,000 claimants in sixteen 
different States. Each of the States will provide the data on 
claimants. It is estimated that the burden of collecting this 
administrative data is 80 hours per State for a total of 1,280 hours. 
The survey will then be done over the telephone in an average of 
fifteen minutes per claimant (750 total burden hours). Computer 
Assisted Telephone Interviewing (CATI) will be used to conduct the 
survey in order to reduce the burden on respondents and provide greater 
accuracy. All respondents will be informed that the information they 
provide will be kept strictly confidential. All data will be collected 
by a private contractor and only information that will preclude any 
individual's identification will be provided to the U.S. Department of 
Labor. This data collection process from individuals and states will 
occur only once. The total burden of collecting the administrative data 
and conducting the survey is estimated to be 2,030 hours.
    Public comments are being solicited to address the accuracy of the 
burden estimates and ways to minimize burden, including the use of 
automated collection techniques or the use of other forms of 
information technology.
    Type of Review: New.
    Agency: Employment and Training Administration.
    Title: Unemployment Insurance Claimant Customer Satisfaction 
Survey.
    OMB Number: 1205--New.
    Affected Public: Individuals or Households and State Government.

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                                  Total                              Total                              Burden  
        Cite/reference         respondents        Frequency        responses    Avg. time per resp.     hours   
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State........................           16  One-time............           16  80 hrs..............        1,280
Survey.......................        3,000  One-time............        3,000  15 min..............          750
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    Totals...................                 ..................                ...................        2,030
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    Total Burden Cost (capital/startup): $43,551.
    Total Burden Cost (operating/maintaining): $94,296.
    Comments submitted in response to this notice will be summarized 
and/or included in the request for Office of Management and Budget 
approval of the information collection request; they will also become a 
matter of public record.

    Signed at Washington, D.C., this fourth day of June, 1997.
Grace A. Kilbane,
Director, Unemployment Insurance Service.
[FR Doc. 97-15261 Filed 6-10-97; 8:45 am]
BILLING CODE 4510-30-M