[Federal Register Volume 65, Number 25 (Monday, February 7, 2000)]
[Notices]
[Page 5929]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 00-2676]


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DEPARTMENT OF TRANSPORTATION

Bureau of Transportation Statistics

[Docket No. BTS-2000-6845]


Request for OMB Clearance of an Information Collection; Customer 
Satisfaction Surveys

AGENCY:  Bureau of Transportation Statistics, DOT.

ACTION:  Notice.

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SUMMARY:  In accordance with the Paperwork Reduction Act of 1995, the 
Bureau of Transportation Statistics (BTS) intends to request approval 
from the Office of Management and Budget for an information collection, 
its Customer Satisfaction Surveys. Before submitting its request, BTS 
is publishing this notice to invite public comment on the continuing 
need and usefulness of BTS collecting this information.

DATES:  You must submit your written comments by April 7, 2000.

ADDRESSES:  Please send comments to the Docket Clerk, Docket No. BTS-
2000-6845, Department of Transportation, 400 Seventh Street, SW., Room 
PL-401, Washington, DC 20590, from 10:00 a.m. to 5:00 p.m., Monday 
through Friday, except Federal holidays.
    You only need to submit one copy. If you would like the Department 
to acknowledge receipt of the comments, you must include a self-
addressed stamped postcard with the following statement: Comments on 
Docket BTS-2000-6845. The Docket Clerk will date stamp the postcard and 
mail it back to you. If you wish to file comments using the Internet, 
you may use the U.S. DOT Dockets Management System website at http://dms.dot.gov. Please follow the instructions online for more 
information. This website can also be used to read comments received.

FOR FURTHER INFORMATION CONTACT:  Heather M. Contrino, Office of 
Statistical Programs and Services, Bureau of Transportation Statistics, 
400 Seventh Street, SW., Washington, DC 20590, telephone number 202/
366-6584, email [email protected].

SUPPLEMENTARY INFORMATION:
    Title: Customer Satisfaction Surveys.
    OMB Control Number: 2139-0007.
    Type of Request: Extension of a currently approved collection.
    Needs and Uses: Executive Order 12862, Setting Customer Service 
Standards, directs BTS to conduct surveys to determine the kind and 
quality of services and products our customers want and their level of 
satisfaction with existing services and products. BTS will use the 
information it collects to improve product development and service 
delivery and determine whether additional products and services are 
needed.
    Description of Survey Topics: In 1998 and 1999, the BTS Customer 
Survey Program included two surveys--the Product Evaluation Survey 
(PES) and the Customer Satisfaction Survey (CSS). The main objective of 
the PES was to give BTS a better understanding of the technical 
preferences and information needs of specific users. While it provided 
information on levels of customer satisfaction, the PES focused on 
products. The main objective of the CSS was to provide information 
about the overall satisfaction of BTS customers, the frequency of use 
of products and services, and specific information on how BTS is 
meeting various customer service criteria. Although the CSS addresses 
some product issues such as format compatibility and difficulty of use, 
those were not the main objectives of the survey.
    In the next three years, BTS anticipates surveys in two areas--
products and services. The product survey is a continuation of the CSS 
and PES and will sample the population of BTS customers who have 
ordered BTS products. The survey will obtain information on overall 
levels of customer satisfaction, technical preferences, and 
informational needs of customers. In addition, it will obtain feedback 
from customers on specific BTS products.
    The services surveys will provide BTS with feedback on the services 
it provides to the general public and to other agencies in the 
Department of Transportation. Through these surveys, BTS will obtain 
feedback on the quality, completeness, utility, responsiveness, and 
timeliness of its Statistical Information Line, National Transportation 
Library, website, and BTS-sponsored workshops.
    Burden Statement: The total annual respondent burden estimate is 
1,665 hours. The number of respondents and average burden hour per 
response will vary with each survey.
    Public Comments Invited: BTS requests comments regarding any aspect 
of this information collection, including, but not limited to: (1) The 
necessity and utility of the information collection for the proper 
performance of the functions of the Bureau of Transportation 
Statistics; (2) the accuracy of the estimated burden; (3) ways to 
enhance the quality, utility, and clarity of the collected information; 
and (4) ways to minimize the collection burden without reducing the 
quality of the collected information, including the use of automated 
collection techniques or other forms of information technology. BTS 
will summarize the comments submitted in response to this notice in its 
request for OMB clearance.

Susan Lapham,
Acting Associate Director for Statistical Programs and Services.
[FR Doc. 00-2676 Filed 2-4-00; 8:45 am]
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