[Federal Register Volume 64, Number 41 (Wednesday, March 3, 1999)]
[Notices]
[Pages 10277-10278]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-5265]


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DEPARTMENT OF COMMERCE

Patent and Trademark Office


Customer Input--Patent and Trademark Customer Surveys

ACTION: Proposed collection; comment request.

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SUMMARY: The Department of Commerce (DOC), as part of its continuing 
effort to reduce paperwork and respondent burden, invites the general 
public and other Federal agencies to comment on the continuing and 
proposed information collection, as required by the Paperwork Reduction 
Act of 1995, Public Law 104-13 (44 U.S.C. 3506(c)(2)(A)).

DATES: Written comments must be submitted on or before May 3, 1999.

ADDRESSES: Direct all written comments to Linda Engelmeier, 
Departmental Forms Clearance Officer, Department of Commerce, Room 
5327, 14th and Constitution Avenue, NW, Washington, DC 20230. Her 
Internet address is LE[email protected].

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to the attention of Greg Mullen, Senior Program 
Analyst, Center for Quality Services, Crystal Park 1--Suite 812, 2011 
Crystal Drive, Arlington, VA 22202, by telephone at (703) 305-4207, by 
facsimile transmission to (703) 308-8002, or by e-mail to 
[email protected].

SUPPLEMENTARY INFORMATION:

I. Abstract

    This is a generic clearance for an undefined number of surveys that 
the Patent and Trademark Office (PTO) may conduct over the next three 
years. These surveys may be conducted in a variety of forms, such as 
telephone surveys, face-to-face interviews, mail surveys, 
questionnaires and customer surveys, comment cards, and focus groups. 
The PTO is currently investigating the feasibility of electronic 
surveys, in which case the PTO may quite possibly use the electronic 
medium to conduct customer surveys. A brief description of the expected 
methodology for the various survey vehicles is provided below.
    For telephone surveys, the PTO calls the respondent and either 
surveys the respondent or schedules an appointment and faxes the survey 
questions to the respondent. In addition, a script is prepared for the 
actual telephone interview so that each telephone survey is conducted 
in the same manner. At this time, the PTO is unable to predict the 
number of telephone surveys that may be conducted. The PTO estimates 
that 400 responses will be received from telephone surveys, for an 
estimated burden of 100 hours.
    For possible face-to-face interviews, the PTO uses a variety of 
delivery mechanisms to try to meet our customers needs. There are two 
public search rooms which members of the public use on a regular basis. 
A script is prepared so each respondent is asked the same questions. 
There may also be other occasional uses of face to face interviews to 
assess customer satisfaction. The PTO estimates that 200 responses will 
be received from face to face interviews, for an estimated burden of 50 
hours.
    The PTO also mails surveys to respondents with instructions to mail 
the completed surveys back to the PTO in the self-addressed and stamped 
envelope provided with the survey. In general, the PTO follows-up non-
responses by mailing reminders and through phone contacts. At this 
time, the PTO is unable to predict the number of survey mailings that 
may be conducted. The PTO estimates that 3,500 responses will be 
received from survey mailings, for an estimated burden of 1,750 hours.
    The PTO uses customer surveys and questionnaires to survey users of 
PTO's various services or to survey attendees at various conferences, 
among other items. The PTO provides survey forms which are either 
handed to the respondents by the staff or left for attendees to pick up 
as they enter or exit from various functions. If the completed surveys 
are not handed directly back to a staff member, the respondents are 
instructed to drop off their surveys or mail them back to the PTO. At 
this time, the PTO is unable to predict the number of customer surveys 
and questionnaires that may be conducted. The PTO estimates that 1,000 
responses will be received from customer surveys and questionnaires, 
for an estimated burden of 83 hours.
    Another survey instrument which the PTO frequently uses are 
customer comment cards. These comment cards are pre-paid and return 
addressed postage cards which the respondent can mail back to the PTO. 
At this time, the PTO is unable to predict the number of customer 
surveys and questionnaires that may be conducted. The PTO estimates 
that 2,000 responses will be received from customer surveys and 
questionnaires, for an estimated burden of 166 hours.
    The PTO frequently uses focus groups as a survey instrument. The 
PTO asks groups of its customers to get together and discuss issues of 
mutual interest. Many times the results of these sessions are used to 
help make improvements to PTO operations or to recommend that certain 
issues be studied further. The PTO estimates that 100 responses will be 
received from focus groups, for an estimated burden of 200 hours.
    These surveys are designed to obtain customer feedback regarding 
products, services, and related service standards of the PTO. At this 
time, the PTO is unable to state precisely which survey vehicles will 
be used during the renewal period. As the PTO's survey needs are 
determined, the PTO will submit the specific survey instrument for 
approval.
    Electronic surveys are currently being researched for feasibility.

II. Method of collection

    These surveys will be conducted by telephone and face-to-face 
interviews, mailings, customer surveys and questionnaires, comment 
cards, and focus groups. The PTO is also exploring the possibility of 
using the PTO Web site to conduct customer surveys. A random sample is 
used to collect the data. Statistical methods will be followed.

III. Data

    OMB Number: 0651-0038.
    Form Number: Depending on the individual situation, the PTO may 
have survey and questionnaire forms and comment cards. The PTO is 
exploring the feasibility of using electronic surveys, so this 
information collection may also include electronic forms in the future.
    Type of Review: Revision of a currently approved collection.

[[Page 10278]]

    Affected Public: Individuals or households, businesses or other 
for-profit, not-for-profit institutions, farms, state, local or tribal 
governments, and the Federal Government.
    Estimated Number of Respondents: 7,200 responses per year.
    Estimated Time Per Response: It is estimated to take approximately 
15 minutes to complete telephone surveys, 15 minutes to complete face-
to-face interviews, 30 minutes to complete mail surveys, five minutes 
to complete questionnaires and customer surveys, five minutes to 
complete comment cards, and 120 minutes to conduct a focus group.
    Estimated Total Annual Respondent Burden Hours: 2,349 hours per 
year.
    Estimated Total Annual Respondent Cost Burden: $0 (no expenditures 
are required). $325,923.75 per year is estimated for salary costs 
associated with respondents.

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                                                                  Estimated time     Estimated       Estimated
                          Title of form                            for response    annual burden      annual
                                                                       mins            hours         responses
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Telephone Surveys...............................................              15             100             400
Face-to-face Interviews.........................................              15              50             200
Mail Surveys....................................................              30           1,750           3,500
Questionnaires and Customer Surveys.............................               5              83           1,000
Comment Cards...................................................               5             166           2,000
Focus Groups....................................................             120             200             100
                                                                 -----------------------------------------------
    Totals......................................................                           2,349           7,200
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Note: The burden figures shown in the table above are estimates 
based on the types of surveys that the PTO may be using during the 
next three years. At this time, the PTO cannot predict which and how 
many surveys will be conducted. Depending on the number of surveys 
that the PTO actually conducts, it is possible that the burden hours 
could decrease from the totals shown in the table.

IV. Request for Comments

    Comments are invited on: (a) whether the proposed collection of 
information is necessary for the proper performance of the functions of 
the agency, including whether the information shall have practical 
utility; (b) the accuracy of the agency's estimate of the burden 
(including hours and cost) of the proposed collection of information; 
(c) ways to enhance the quality, utility, and clarity of the 
information to be collected; and (d) ways to minimize the burden of the 
collection of information on respondents, e.g., the use of automated 
collection techniques or other forms of information technology.
    Comments submitted in response to this notice will be summarized or 
included in the request for OMB approval of this information 
collection; they will also become a matter of public record.

    Dated: February 22, 1999.
Linda Engelmeier,
Departmental Forms Clearance Officer, Office of the Chief Information 
Officer.
[FR Doc. 99-5265, Filed 3-2-99; 8:45 am]
BILLING CODE 3510-16-P