[Federal Register Volume 63, Number 146 (Thursday, July 30, 1998)]
[Pages 40728-40729]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 98-20291]



Geological Survey

Request for Public Comments on Proposed Three-Year Program of 
Customer Satisfaction Information Collection--to be Submitted to the 
Office of Management and Budget for Review Under the Paperwork 
Reduction Act

    A plan for the three-year proposed information collection program 
described herein will be submitted to the Office of Management and 
Budget for approval under the provisions of the Paperwork Reduction Act 
of 1995 (44 U.S.C. Chapter 35). Copies of the proposed information 
collection plan may be obtained by contacting the U.S. Geological 
Survey's (USGS) Clearance Officer at the phone number listed below or 
e-mail www.usgs.gov">[email protected]www.usgs.gov. Comments and suggestions on the plan are 
encouraged and should be made within 60 days directly to the Bureau 
Clearance Officer, USGS, National Center, 12201 Sunrise Valley Drive, 
M.S. 807, Reston, Virginia 20192. Telephone 703/648-7313.
    Specific Public comments are requested as to:
    1. Whether the collection of information is necessary for the 
proper performance of the functions of the USGS, including whether the 
information will have practical utility;
    2. The accuracy of the USGS estimate of the burden of the 
collection of information, including the validity of the methodology 
and assumptions used;
    3. The quality, utility, and clarity of the information to be 
collected; and
    4. How to minimize the burden at the collection of information on 
those who respond, including the use of appropriate automated, 
electronic, mechanical, or other forms of information technology.
    Title: ``Three-Year Program of Voluntary Customer Satisfaction 
Information Collections in Accordance with Executive Order 12862, 
`Setting Customer Service Standards,' Within the U.S. Geological 
    OMB approval number: New collection.
    Abstract: The USGS provides science for a changing world by 
delivering reliable and impartial information that describes the Earth, 
its natural processes, and its natural species. Much of this 
information is used to minimize the loss of life and property from 
natural disasters; manage water, biological, energy, and mineral 
resources; enhance and protect quality of life; and to contribute to 
wise societal, economic, and physical development. The USGS recognizes 
that excellent customer service is a key component of good government 
and that its interface with customers reflects the effectiveness of its 
organization. USGS is committed to engaging customers in a dialog to 
identify customer needs and satisfaction levels, and to deliver USGS 
products, information and services to customers in a timely and 
accurate manner.
    Under the proposed three year information collection program, 
voluntary customer surveys will be conducted to ascertain customer 
satisfaction with the products, information and services of the USGS. 
Measures such as timeliness, accessibility, accuracy, availability, 
product and service quality, service responsiveness, and courtesy of 
service will serve as the focus of these surveys. The surveys will 
involve individuals who interact directly with the USGS to use or to 
request its products, information and/or services. Over the three-year 
period, the USGS will focus on encouraging and obtaining satisfaction 
feedback from customers involved in three areas of effort: partnerships 
and cooperative agreements, technical assistance, and public inquiries 
and requests for publications, information, services, maps, and/or 
other products. This last area will also include a survey of our web-
page customers to ensure that our web pages are useful and easy to 
access and read. For the partnerships and cooperative agreements area, 
the USGS will ask its partners and cooperators (many of them work for 
State government agencies) for feedback about our service and whether 
or not we are meeting their needs. For the technical assistance area, 
USGS will ask customers who have requested scientific technical 
assistance if this assistance has been provided in a timely manner, 
with courtesy, and whether or not the assistance met the customer's 
expectations. In the public inquiries and requests for information, 
products, and services area, customers of USGS web pages, Information 
Centers, and map sales centers will be asked if the service was 
satisfactory and if the product was delivered in a timely manner.
    To minimize burden on respondents, the surveys will be conducted 
using a variety of mechanisms ranging from questionnaires, comment 
cards, electronic queries and web-based feedback systems to focus 
groups. Customer information gathered from the surveys will be used to 
evaluate and improve satisfaction levels and to better meet customer 
needs. The average

[[Page 40729]]

burden per response for these activities is estimated to range from 5 
minutes for a simple card to 1 hour for a focus group. Summarized 
results of customer satisfaction surveys will be published annually by 
the USGS in a Report to Customers, which will be made available to 
customers through USGS information centers and through its web pages.
    Bureau form number: None.
    Frequency: An estimated 10-20 surveys (ranging from comment cards, 
web-based and electronic surveys, and mail-out questionnaires) and 5-10 
focus groups per year to evaluate customer satisfaction with specific 
products, information and services.
    Description of respondents: Representatives of state, local, and 
tribal government agencies; universities and schools; non-government 
and nonprofit natural resource organizations; and some private 
    Estimated completion time: Varies depending upon the mechanism 
used: approximately 5 minutes for a comment card to one hour for a 
focus group session.
    Annual responses: Approximately 20 surveys each with 500 responses 
and 10 focus groups each with 25 responses.
    Annual burden hours: 2250 hours. (20 surveys)(500 responses)(0.2 
hours)+(10 focus groups)(25 responses)(1 hour)
    Bureau clearance officer: John Cordyack, 703/648-7313.

    Dated: July 23, 1998.
Michael P. McDermott,
Chief, Office of Outreach.
[FR Doc. 98-20291 Filed 7-29-98; 8:45 am]