[Federal Register Volume 67, Number 10 (Tuesday, January 15, 2002)]
[Notices]
[Page 2011]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 02-906]


=======================================================================
-----------------------------------------------------------------------

DEPARTMENT OF THE TREASURY


Departmental Offices/Federal Consulting Group; Proposed 
Collection; Comment Request

ACTION: Notice and request for comments.

-----------------------------------------------------------------------

SUMMARY: The Department of the Treasury, as part of its continuing 
effort to reduce paperwork and respondent burden, invites the general 
public and other Federal agencies to take this opportunity to comment 
on proposed and/or continuing information collections, as required by 
the Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 
3506(c)(2)(A)). Currently, the Federal Consulting Group within the 
Department of the Treasury is soliciting comments concerning the 
Government Web Site Customer Satisfaction Survey.

DATES: Written comments should be received on or before March 18, 2002 
to be assured of consideration.

ADDRESSESES: Direct all written comments to the Federal Consulting 
Group, Attention: Bernard Lubran, 1700 G Street, NW., Washington, DC 
20552, (202) 906-5642, [email protected].

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of the form(s) and instructions should be directed to the 
Federal Consulting Group, Attention: Bernard Lubran, 1700 G Street, 
NW., Washington, DC 20552, (202) 906-5642, [email protected].

SUPPLEMENTARY INFORMATION:
    Title: Government Web Site Customer Satisfaction Survey.
    OMB Number: New.
    Abstract: The following summary of the proposed new information 
collection activity is designed to establish a means to consistently 
measure and compare customer satisfaction with federal government 
agency web sites within the Executive Branch. The Federal Consulting 
Group of the Department of the Treasury has partnered with 
ForeSeeResults, a joint venture between Compuware Corporation and the 
CFI Group, to offer this survey instrument to federal government 
agencies (the ``partnership'').
    ForeSeeResults is a leader in customer satisfaction and customer 
experience management on the web. It utilizes the methodology of the 
most respected, credible, and well-known measure of customer 
satisfaction in the country, the American Customer Satisfaction Index 
(ACSI). This methodology utilizes an econometric model and provides for 
a very precise measurement of customer satisfaction of web site users, 
identifies specific areas for improvement, and determines the impact of 
those improvements on customer satisfaction and future customer 
behaviors. The ACSI is a cross-industry, cross-agency methodology for 
obtaining comparable measures of customer satisfaction. Along with 
other economic objectives, the quality of output of 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 Government Web Site Customer Satisfaction surveys will be 
completed subject to the Privacy Act 1074, Public Law 93-579, December 
31,1974 (5 U.S.C. 522a). The agency information collection will be used 
solely for the purpose of the survey. The partnership will not be 
authorized to release any agency information upon completion of the 
survey without first obtaining permission from the Federal Consulting 
Group and the participating agency. In no case shall any new system of 
records containing privacy information be developed by the Federal 
Consulting Group, participating agencies, or the contractor collecting 
the data.
    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.
    Current Actions: Newly proposed collection of information.
    Type of Review: New collection.
    Affected Public: Individuals or households/Business or other for-
profit/Not-for-profit institutions/Farms/Federal Government/State, 
Local or Tribal Government.
    Estimated Number of Respondents: Usage by federal agencies of the 
Government Web Site Customer Satisfaction Survey is expected to vary as 
new agency web sites are added or deleted. However, projected estimates 
for fiscal years 2002 through 2004 are as follows:

Fiscal Year 2002--10 Customer Satisfaction Surveys

    Respondents: 50,000; annual responses: 50,000; average minutes per 
response: 2.0; burden hours: 1,666.

Fiscal Year 2003--20 Customer Satisfaction Surveys

    Respondents: 100,000; annual responses: 100,000; average minutes 
per response: 2.0; burden hours: 3,333

Fiscal Year 2004--30 Customer Satisfaction Surveys

    Respondents: 150,000; annual responses: 150,000; average minutes 
per response: 2.0; burden hours: 5,000
    Requst for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for OMB approval. All 
comments will become a matter of public record. Comments are invited 
on: (a) Whether the 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 of the collection of information; (c) 
ways to enhance the quality, utility, and clarity of the information to 
be collected; (d) ways to minimize the burden of the collection of 
information on respondents, including through the use of automated 
collection techniques or other forms of information technology; and (e) 
estimates of capital or start-up costs and costs of operation, 
maintenance, and purchase of services to provide information.

    Dated: January 8, 2002.
Bernard A. Lubran,
Project Manager, Federal Consulting Group.
[FR Doc. 02-906 Filed 1-14-02; 8:45 am]
BILLING CODE 4810-25-P