[Federal Register Volume 66, Number 30 (Tuesday, February 13, 2001)]
[Notices]
[Pages 10024-10025]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 01-3607]



[[Page 10024]]

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DEPARTMENT OF HEALTH AND HUMAN SERVICES

National Institutes of Health


Submission for OMB Review; Comment Request; Evaluation of User 
Satisfaction With NIH Internet Sites

SUMMARY: Under the provisions of Section 3507(a)(1)(D) of the Paperwork 
Reduction Act of 1995, the National Institutes of Health (NIH) has 
submitted to the Office of Management and Budget (OMB) a request to 
review and approve the information collection listed below. This 
proposed information collection was previously published in the Federal 
Register on March 6, 2000, in Volume 65, No. 44, pages 11787-11788, 
under the title ``Request for Generic Clearance to Collect Customer 
Survey Data Pertaining to NIH Internet Sites,'' and allowed 60 days for 
public comment. No public comments were received. The purpose of this 
notice is to allow an additional 30 days for public comment. The NIH 
may not conduct or sponsor, and the respondent is not required to 
respond to, an information collection that has been extended, revised, 
or implemented after October 1, 1995, unless it displays a currently 
valid OMB control number.

Proposed Collection

    Title: Evaluation of User Satisfaction with NIH Internet Sites. 
Type of Information Collection Request: New. Need and Use of 
Information Collection: Executive Order 12862 directs 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. With this submission, the NIH, 
Office of Communications and Public Liaison, seeks to obtain OMB's 
generic approval to conduct customer satisfaction surveys. Since the 
late 1980's, the NIH has seized the opportunity to disseminate 
information and materials via the Internet. Today, rapid technological 
changes of the WWW warrant on-going constituent and resource analysis. 
With survey information, the NIH is enabled to serve, and respond to, 
the ever-changing demand by the public. The `public' includes 
individuals (such as patients, educators, students, etc.) and 
interested communities (such as national or local organizations/
institutions) and business. Survey information will augment current Web 
content, delivery, and design research which is used to understand the 
Web user, and more specifically, the NIH user community. Primary 
objectives are to (1) Classify NIH Internet users; (2) summarize and 
better understand customer needs; and (3) quantify the effectiveness/
efficiency of current tools and delivery. Overall, the Institutes, 
Centers, and Offices of the NIH will use the survey results to identify 
strengths and weaknesses in current Internet strategies. Findings will 
help to (1) Understand user community and how to better serve Internet 
users; (2) discover areas requiring improvement in either content or 
delivery; (3) realize how to align Web offerings with identified user 
need(s); and (4) explore methods to offer and deliver information with 
efficacy and equity. Frequency of Response: Annual [As needed on an on-
going and, possibly, concurrent basis (by Institute, Center, or 
Office)]. Affected Public: Users of the Internet. Primarily, this is an 
individual at their place(s) of access including, but not limited to, 
home or/and work environments. Type of Respondents: Public users of the 
NIH Internet site, www.nih.gov, which may include organizations, 
medical researchers, physicians and other health care providers, 
librarians, students, as well as individuals of the general public. 
Estimated Number of Respondents: 104,000. Number of Respondents Per 
Respondent: 1. Average Burden Hours Per Response: 0.084. Burden Hours 
Requested: 8684. Total annualized cost to respondents is estimated at 
$116,105. There are also no capital costs, operating costs and/or 
maintenance costs to report.

                    Survey Title: Web Customer Satisfaction Survey--Annual Reporting Burden 1
             [Web-based; Required for Federal Register requests under PRA, Paperwork Reduction Act.]
----------------------------------------------------------------------------------------------------------------
                                                                                        Avg. burden
                                                                  No.       Frequency       per         Burden
                         Survey area                          respondents  of response    response      hours
                                                                                          (hours)
----------------------------------------------------------------------------------------------------------------
NIH Organization-wide (1 entity)............................        4,000                                    334
    Overall customer satisfaction...........................        2,000            1       0.1002          200
    Specific indicator: Top-level/Entry pages...............        1,000            1       0.0668           67
    Specific indicator: Tools and initiatives...............        1,000            1       0.0668           67
Individual Institute/Office.................................      100,000                                  8,350
    Overall customer satisfaction...........................       50,000            1       0.1002        5,010
    Specific indicator: Top-level/Entry pages...............       25,000            1       0.0668        1,670
    Specific indicator: Tools and initiatives...............       25,000            1       0.0668        1,670
                                                             ---------------------------------------------------
          Total.............................................      104,000                     0.084       8,684
----------------------------------------------------------------------------------------------------------------
1 Survey research firm, MediaMetrics, indicated 1,264,000 unique visitors to NIH sites in Dec, 1999. If fully
  implemented, an average month would survey 8,600 users (less than 0.007 of total average unique visitors to
  NIH sites).

Request for Comments

    Written comments and/or suggestions from the public and affected 
agencies are invited on one or more of the following points: (1) 
Whether the proposed collection of information is necessary for the 
proper performance of the function of the agency, including whether the 
information will have practical utility; (2) The accuracy of the 
agency's estimate of the burden of the proposed collection of 
information, including the validity of the methodology and assumptions 
used; (3) Ways to enhance the quality, utility, and clarity of the 
information to be collected; and (4) Ways to minimize the burden of the 
collection of information on those who are to respond, including the 
use of appropriate automated, electronic, mechanical, or other 
technological collection techniques or other forms of information 
technology.

FOR FURTHER INFORMATION CONTACT: To request additional information on 
the proposed collection of information contact: Dennis Rodrigues, NIH 
Office of Communications and Public Liaison, 9000 Rockville Pike, Bldg. 
31, Rm. 2B03, Bethesda, Maryland 20892-2094,

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or call non toll-free at (301) 435-2932. You may also e-mail your 
request to [email protected].

Comments Due Date

    Comments regarding this information collection are best assured of 
having their full effect if received within 30 days of the date of this 
publication.

    Dated: February 1, 2001.
Anne Thomas,
Assoc. Director, Office of Communications and Public Liaison, National 
Institutes of Health.
[FR Doc. 01-3607 Filed 2-12-01; 8:45 am]
BILLING CODE 4140-01-P