[Federal Register Volume 70, Number 53 (Monday, March 21, 2005)]
[Notices]
[Pages 13571-13572]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 05-5451]


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DEPARTMENT OF THE TREASURY


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

ACTION: Notice and request for comments.

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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 
American Customer Satisfaction Index (ACSI) E-Government Website 
Customer Satisfaction Survey.

DATES: Written comments should be received on or before May 20, 2005, 
to be assured of consideration.

ADDRESSES: Direct all written comments to the Federal Consulting Group, 
Attention: Ronald Oberbillig, 1700 G Street, NW., Washington, DC 20552, 
(202) 906-6863, [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: Ronald Oberbillig, 1700 G Street, 
NW., Washington, DC 20552, (202) 906-6863, 
[email protected].

SUPPLEMENTARY INFORMATION:
    Title: American Customer Satisfaction Index (ACSI) E-Government 
Website Customer Satisfaction Survey.
    OMB Number: 1505-0186.
    Abstract: The proposed renewal of this information collection 
activity supports continued use of a proven methodology to measure and 
improve customer satisfaction with federal government agency websites. 
The Federal Consulting Group of the Department of the Treasury serves 
as the executive agent for this project and has partnered with ForeSee 
Results Inc. (the ``partnership'') to offer this assessment service to 
federal government agencies.
    ForeSee Results 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 combines survey data and a patented 
econometric model to precisely measure the customer satisfaction of 
website users, identify specific areas for improvement, and determine 
the impact of those improvements on customer satisfaction and future 
customer behaviors.
    The ACSI is the only cross-industry, cross-agency methodology for 
obtaining comparable measures of customer satisfaction with federal 
government programs and/or websites. Along with other economic 
objectives, the quality 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, 
including those provided by the federal government.
    The ACSI E-Government Website Customer Satisfaction Surveys will be 
completed subject to the Privacy Act of 1974, 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. In addition, participating federal agencies may 
only provide information sufficient to randomly select website visitors 
as potential survey respondents.
    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: Proposed renewal of collection of information.
    Type of Review: Renewal.
    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:

[[Page 13572]]

    Usage by federal agencies of the ACSI Government Website Customer 
Satisfaction Survey is expected to vary as new agency websites are 
added or deleted. However, projected estimates for fiscal years 2007 
through 2009 are as follows:

Fiscal Year 2007--200 Customer Satisfaction Surveys

    Respondents: 1,300,000; annual responses: 1,300,000; average 
minutes per response: 3.0; burden hours: 65,000.

Fiscal Year 2008--250 Customer Satisfaction Surveys

    Respondents: 1,650,000; annual responses: 1,650,000; average 
minutes per response: 3.0; burden hours: 82,500.

Fiscal Year 2009--300 Customer Satisfaction Surveys

    Respondents: 1,950,000; annual responses: 1,950,000; average 
minutes per response: 3.0; burden hours: 97,500.
    Request 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: February 4, 2005.
Ronald Oberbillig,
Project Manager, Federal Consulting Group.
[FR Doc. 05-5451 Filed 3-18-05; 8:45 am]
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