[Federal Register Volume 65, Number 36 (Wednesday, February 23, 2000)]
[Notices]
[Pages 8977-8978]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 00-4267]


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GENERAL SERVICES ADMINISTRATION


Proposed Collection: Submission for OMB Review; Comment Request 
Entitled American Customer Satisfaction Index

AGENCY: General Services Administration (GSA).

ACTION: Notice of request for approval of an information collection 
entitled American Customer Satisfaction Index.

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SUMMARY: Under the provisions of the Paperwork Reduction Act of 1995 
(44 U.S.C. Chapter 35), GSA has submitted to the Office of Management 
and Budget (OMB) a request to review and approve an information 
collection concerning American Customer Satisfaction Index (ACSI). An 
emergency review was requested by OMB, and a notice was published in 
the Federal Register at 64 FR 36690, July 7, 1999. OMB approved the 
emergency collection and assigned OMB No. 3090-0271. The information 
collection also was published in the Federal Register on November 26, 
1999 at 64 FR 66478 allowing for the standard 60-day public comment 
period. No comments were received.
    The following summary of the proposed information collection 
activity is designed to support the customer satisfaction policies 
outlined in Executive Order 12862, ``Setting Customer Service 
Standards,'' and to establish a means to consistently measure and 
compare customer satisfaction among high-impact agencies within the 
Executive Branch. GSA serves as the Executive Agent for this initiative 
and has selected the ACSI through a competitive procurement process as 
the vehicle for obtaining the required information.
    The ACSI is a cross-industry, cross-agency methodology for 
obtaining comparable measures of customer satisfaction. Along with 
other economic objectives--such as employment and growth--the quality 
of output (goods and services) is a part of measuring living standards 
The ACSI's ultimate purpose is to help improve the quality of goods and 
services available to the American people.
    The surveys that comprise the Federal Government's portion of the 
ACSI will be completed subject to the Privacy Act of 1974, Public Law 
93-579, December 31, 1974 (5 U.S.C. 552a). The agency information 
collection will be used solely for the purpose of the survey. The ACSI 
partnership will not be authorized to release any agency information 
upon completion of the survey without first obtaining permission from 
GSA and the

[[Page 8978]]

agency in question. In no case shall any new system of records 
containing privacy information be developed by GSA, participating 
agencies, or the contractor responsible for compiling the ACSI. In 
addition, participating Federal agencies may only provide information 
used to randomly select respondents from among established systems of 
records providing for such routine uses.
    This survey asks no questions of a sensitive nature, such as sexual 
behavior and attitudes, religious beliefs, and other matters that are 
commonly considered private.

DATES: Submit comments on or before March 24, 2000.

ADDRESSES: Comments concerning this notice should be submitted to: 
Edward Springer, GSA Desk Officer, Room 3235, NEOB, Washington, DC 
20503 and also may be submitted to James L. Dean, Director, Committee 
Management Secretariat, Room G-230 (MC), 1800 F Street, NW, Washington, 
DC 20405, or e-mail to [email protected].

FOR FURTHER INFORMATION CONTACT: James Dean, Director, Committee 
Management Secretariat, General Services Administration at (202) 273-
3563, or by e-mail to [email protected].

SUPPLEMENTARY INFORMATION:   

A. Purpose

    The purpose of this Notice is to consult with and solicit comments 
from the public and affected agencies concerning the proposed 
collection of information under the ACSI to help improve the quality of 
goods and services available to the American people.

B. Annual Reporting Burden

    Participation by Federal agencies in the ACSI is expected to vary 
as new customer segments measured are added or deleted. However, 
projected estimates for fiscal years 1999 through 2001 are as follows:

Fiscal Year 1999--30 Customer Segments

    Respondents: 7,800; annual responses: 7,800; average minutes per 
response: 10; burden hours: 1,300.

Fiscal Year 2000--90 Customer Segments

    Respondents: 23,400; annual responses: 23,400; average minutes per 
response: 10; burden hours: 3,900.

Fiscal Year 2001--200 Customer Segments

    Respondents: 52,000; annual responses: 52,000; average minutes per 
response: 10; burden hours: 8,667.

COPY OF PROPOSAL: A copy of this proposal may be obtained by contacting 
James Dean at the above address.

    Dated: February 16, 2000.
J. Les Davison,
Acting Deputy Associate Administrator for Acquisition Policy.
[FR Doc. 00-4267 Filed 2-22-00; 8:45 am]
BILLING CODE 6820-61-M