[Federal Register Volume 63, Number 247 (Thursday, December 24, 1998)]
[Notices]
[Page 71294]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 98-34111]


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DEPARTMENT OF HEALTH AND HUMAN SERVICES

Food and Drug Administration
[Docket No. 97N-0260]


Agency Information Collection Activities; Submission for OMB 
Review; Comment Request; Customer/Partner Satisfaction Surveys

AGENCY: Food and Drug Administration, HHS.

ACTION: Notice.

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SUMMARY: The Food and Drug Administration (FDA) is announcing that the 
proposed collection of information listed below has been submitted to 
the Office of Management and Budget (OMB) for review and clearance 
under the Paperwork Reduction Act of 1995 (the PRA).

DATES: Submit written comments on the collection of information by 
January 25, 1999.

ADDRESSES: Submit written comments on the collection of information to 
the Office of Information and Regulatory Affairs, OMB, New Executive 
Office Bldg., 725 17th St. NW., rm. 10235, Washington, DC 20503, Attn: 
Desk Officer for FDA.

FOR FURTHER INFORMATION CONTACT: JonnaLynn P. Capezzuto, Office of 
Information Resources Management (HFA-250), Food and Drug 
Administration, 5600 Fishers Lane, Rockville, MD 20857, 301-827-4659.

SUPPLEMENTARY INFORMATION: In compliance with section 3507 of the PRA 
(44 U.S.C. 3507), FDA has submitted the following proposed collection 
of information to OMB for review and clearance.

Customer/Partner Satisfaction Surveys (OMB Control Number 0910-
0360--Extension)

    Under section 903 of the Federal Food, Drug, and Cosmetic Act (the 
act) (21 U.S.C. 393), FDA is authorized to conduct research relating to 
regulated articles and to conduct educational and public information 
programs relating to responsibilities of the agency. Executive Order 
12862, entitled ``Setting Customer Service Standards,'' directs Federal 
agencies that ``provide significant services directly to the public'' 
to ``survey customers to determine the kind and quality of services 
they want and their level of satisfaction with existing services.'' FDA 
is seeking OMB clearance to conduct a series of surveys to implement 
Executive Order 12862. Participation in the surveys will be voluntary. 
This request covers customer service surveys of regulated entities, 
such as: Food processors; cosmetic, drug, biologic and medical device 
manufacturers; consumers; and health professionals. The request also 
covers partner surveys of State and local governments. FDA will use the 
information gathered from these surveys to identify strengths and 
weaknesses in service to customers/partners and to make improvements. 
The surveys will assess timeliness, appropriateness, accuracy of 
information, courtesy, and problem resolution in the context of 
individual programs. FDA projects 14 customer/partner service surveys 
per year, with a sample of between 50 and 6,000 customers each. Some of 
these surveys will be repeats of earlier surveys, for purposes of 
monitoring customer/partner service and developing long-term data.
    FDA estimates the burden of this collection of information as 
follows:

              Table 1.--Estimated Annual Reporting Burden1
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                              Annual
 Type of      No. of       Frequency per     Hours per      Total Hours
 Survey     Respondents      Response        Response
------------------------------------------------------------------------
Mail/
 telepho
 ne
 surveys   20,000               1                .30        6,000
Total                                                       6,000
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\1\ There are no capital costs or operating and maintenance costs
  associated with this collection of information.

    These estimates are based on the number of customer/partner service 
surveys FDA has conducted since January 26, 1998.

    Dated: December 15, 1998.
William K. Hubbard,
Associate Commissioner for Policy Coordination.
[FR Doc. 98-34111 Filed 12-23-98; 8:45 am]
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