[Federal Register Volume 70, Number 37 (Friday, February 25, 2005)]
[Notices]
[Pages 9275-9276]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 05-3599]


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CONSUMER PRODUCT SAFETY COMMISSION


Proposed Collection; Comment Request--Customer Satisfaction 
Surveys (Fast-Track Recall Survey, Ombudsman Survey, State Partner 
Survey, Hotline Survey, Web Site Survey, and Clearinghouse Survey)

AGENCY: Consumer Product Safety Commission.

ACTION: Notice.

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SUMMARY: As required by the Paperwork Reduction Act of 1995 (44 U.S.C. 
Chapter 35) (PRA), the Consumer Product Safety Commission (CPSC) 
requests comments on a proposed request for an extension of its PRA 
approval to conduct surveys to determine customers' level of 
satisfaction with existing services. The Commission will consider all 
comments received in response to this notice before requesting approval 
of this collection of information from the Office of Management and 
Budget (OMB).

DATES: Written comments must be received by the Office of the Secretary 
not later than April 26, 2005.

ADDRESSES: Written comments should be captioned ``Customer Satisfaction 
Surveys'' and mailed to the Office of the Secretary, Consumer Product 
Safety Commission, Washington, DC 20207, or delivered to the attention 
of that office, room 419, North Tower, 4330 East-West Highway, 
Bethesda, Maryland, 20814. Written comments may also be sent to the 
Office of the Secretary by facsimile at (301) 504-0127 or by e-mail at 
[email protected].

FOR FURTHER INFORMATION CONTACT: For information about this proposed 
extension of approval of the collection of information, or to obtain a 
copy of the questions to be used for this collection of information, 
call or write Linda L. Glatz, Management and Program Analyst, Office of 
Planning and Evaluation, Consumer Product Safety Commission, 
Washington, DC 20207; (301) 504-7671.

SUPPLEMENTARY INFORMATION: 

A. Background

    OMB has approved CPSC information collection activity using 
customer satisfaction surveys, OMB Control No. 0341-0128. CPSC seeks 
extension of that approval, for six customer satisfaction surveys to 
determine the kind and quality of services CPSC customers want and 
customers' level of satisfaction with existing services. ``Customers'' 
of CPSC include any individual or entity interested in or affected by 
agency activities. These

[[Page 9276]]

would include, but not be limited to: (1) Consumers that telephone the 
Hotline or access the CPSC web-site via the internet to report product-
related incidents, or to obtain information; (2) consumers, industry 
members, or others that contact the National Injury Information 
Clearinghouse for information; (3) State representatives who work with 
CPSC on cooperative programs; (4) firms that use CPSC's Fast-Track 
Product Recall Program to report and simultaneously propose 
satisfactory product recall plans; and (5) small businesses that seek 
information or assistance from the CPSC's small business ombudsman.
    These customer surveys are used by the CPSC Office of Planning and 
Evaluation to prepare sections of the agency's annual performance plan 
and accountability report in accordance with the Government Performance 
and Results Act of 1993. The information from the surveys will provide 
measures of the quality and effectiveness of agency efforts related to 
three goals in its strategic plan: informing the public, industry 
services, and customer satisfaction. If this information is not 
collected, the Commission would not have the means to measure its 
effectiveness in providing useful services to consumers and others, and 
lack information necessary to guide program development.

B. Estimated Burden

    The surveys will be conducted by in-house staff through internet, 
telephone, or in writing. The CPSC staff may: (1) Conduct customer 
service follow-up queries with a sample of telephone Hotline callers; 
(2) survey a sample of firms that use Fast-Track Product Recall and 
Ombudsman Programs to assess their views and suggestions for 
improvements in the services aspects of the program; (3) conduct a 
sample survey of state partners and customers of the National Injury 
Information Clearinghouse; and (4) obtain Web-base survey information 
on customer satisfaction with the agency's web site. Fewer than 6 
customer surveys or information collection activities a year would be 
conducted using this clearance.
    The Commission staff estimates the number of annual respondents to 
be about 745. The anticipated sources and respondents for surveys 
conducted over a three-year period include:

Hotline........................................................    1,000
National Injury Information Clearinghouse......................      300
Small Businesses...............................................      200
State Partners.................................................       54
Web Site.......................................................      500
Fast Track Product Recall Program..............................      180
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      Total....................................................    2,234
 

    The average time needed for each response is estimated at 4 
minutes. Thus, the annual time burden would be about 2,980 (4 x 745) 
minutes or 50 hours. Using $23.41 an hour (the average hourly wage for 
all private industry workers, according to the June 2004 Department of 
Labor private industry employer compensation costs) times 50 hours, the 
cost would be negligible (a total of about $1,170 per year).

C. Requests for Comments

    The Commission solicits written comments from all interested 
persons about the proposed extension. The Commission specifically seeks 
information relevant to the following topics:
    --Whether the surveys described above are necessary for the proper 
performance of the Commission's functions, including whether the 
information would have practical utility;
    --Whether the estimated burden of the proposed collections are 
accurate;
    --Whether the quality, utility, and clarity of the information to 
be collected could be enhanced; and
    --Whether the burden imposed by the collection of information could 
be minimized by use of automated, electronic or other technological 
collection techniques, or other forms of information technology.

    Dated: February 18, 2005.
Todd Stevenson,
Secretary, Consumer Product Safety Commission.
[FR Doc. 05-3599 Filed 2-24-05; 8:45 am]
BILLING CODE 6355-01-P