[Federal Register Volume 68, Number 49 (Thursday, March 13, 2003)]
[Notices]
[Pages 12032-12033]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 03-6053]


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DEPARTMENT OF AGRICULTURE

Rural Housing Service


Notice of Request for Collection of Public Information With the 
Use of a Survey

AGENCY: Rural Housing Service, USDA.

ACTION: Proposed collection; comments requested.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this 
notice announces the Rural Housing Service's intention to request 
clearance for a new information collection to measure the quality of 
service provided by the Rural Housing Service (RHS) Centralized 
Servicing Center (CSC).

DATES: Comments on this notice must be received by May 12, 2003, to be 
assured of consideration.

FOR FURTHER INFORMATION CONTACT: Bill Scaggs, Section Head, Customer 
Service Branch, Centralized Servicing Center, 1520 Market Street, Room 
3622, St. Louis, Missouri 63103, phone: (314) 206-2096, e-mail: 
[email protected].

SUPPLEMENTARY INFORMATION: 
    Title: Rural Housing Service--Customer Satisfaction Survey.
    Type of Request: New information collection.
    Abstract: The Rural Housing Service (RHS) provides insured loans to 
low- and moderate-income applicants located in rural geographic areas 
to assist them in obtaining decent, sanitary, and safe dwellings. RHS 
currently processes loan originations through approximately 900 Field 
Offices. The RHS Centralized Servicing Center (CSC), located in St. 
Louis, Missouri, provides support to the Field Offices and is 
responsible for loan servicing functions with borrowers. The CSC was 
established to achieve a high level of customer service and operating 
efficiency. The CSC has established a fully integrated call center and 
is able to provide borrowers with convenient access to their loan 
account information.
    To facilitate the CSC's mission and in an effort to continuously 
improve its services, a survey has been developed that can measure the 
quality of service that the Field Offices and borrowers receive when 
they contact the CSC. Respondents will only need to report information 
on a one-time basis. The outcome of the Customer Satisfaction Survey 
will provide the general satisfaction level among RHS customers 
throughout the nation highlighting areas that need improvement and to 
provide a benchmark for future surveys and improvements in customer 
service. A follow up survey will be conducted in 18 months, but may or 
may not be sent to the same initial respondents. Additionally, in 
accordance with Government Performance and Results Act (GPRA), the 
survey will enable CSC to measure the results and overall effectiveness 
of customer services

[[Page 12033]]

provided as well as implement action plans and measure improvements.
    Estimate of Burden: Public reporting burden for this collection of 
information is estimated to average 10 minutes per response.
    Respondents: Field office personnel, most likely office clerks and 
borrowers.
    Estimated Number of Respondents: 23,000.
    Estimated Number of Responses per Respondent: 1.
    Estimated Number of Responses: 23,000
    Estimated Total Annual Burden on Respondents: 3,680
    Copies of this information collection can be obtained from Cheryl 
Thompson, Regulations and Paperwork Management Branch, Support Services 
Division at (202) 692-0043.
    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 will 
have practical utility; (b) the accuracy of agency's estimate of the 
burden of the proposed collection of information including the validity 
of the methodology and assumptions used; (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 
those who are to respond, including through the use of appropriate 
automated, electronic, mechanical, or other technological collection 
techniques or other forms of information technology. Comments may be 
sent to Cheryl Thompson, Regulations and Paperwork Management Branch, 
Support Services Division, U.S. Department of Agriculture, Rural 
Development, STOP 0742, 1400 Independence Ave., SW., Washington, DC 
20250-0742. All responses to this notice will be summarized and 
included in the request for OMB approval. All comments will also become 
a matter of public record.

    Dated: March 6, 2003.
Arthur A. Garcia,
Administrator, Rural Housing Service.
[FR Doc. 03-6053 Filed 3-12-03; 8:45 am]
BILLING CODE 3410-XY-P