[Federal Register Volume 71, Number 53 (Monday, March 20, 2006)]
[Notices]
[Pages 13989-13990]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E6-3954]


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

DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration


Intent to Request Renewal From OMB of One Current Public 
Collection of Information: Aviation Security Customer Satisfaction 
Performance Measurement Passenger Survey

AGENCY: Transportation Security Administration (TSA), DHS.

[[Page 13990]]


ACTION: Notice.

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

SUMMARY: TSA invites public comment on one currently approved 
information collection requirement abstracted below that we will submit 
to the Office of Management and Budget (OMB) for renewal in compliance 
with the Paperwork Reduction Act.

DATES: Send your comments by May 19, 2006.

ADDRESSES: Comments may be mailed or addressed to Katrina Wawer, 
Attorney-Advisor, Office of Chief Counsel, TSA-02, Transportation 
Security Administration, 601 South 12th Street, Arlington, VA 22202-
4220.

FOR FURTHER INFORMATION CONTACT: Katrina Wawer at the above address, by 
telephone (571) 227-1995 or facsimile (571) 227-1381.

SUPPLEMENTARY INFORMATION:

Comments Invited

    In accordance with the Paperwork Reduction Act of 1995, (44 U.S.C. 
3501 et seq.), an agency may not conduct or sponsor, and a person is 
not required to respond to a collection of information, unless it 
displays a valid OMB control number. Therefore, in preparation for OMB 
review and approval of the following information collection, TSA is 
soliciting comments to--
    (1) Evaluate whether the proposed information requirement is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    (2) Evaluate the accuracy of the agency's estimate of the burden;
    (3) Enhance the quality, utility, and clarity of the information to 
be collected; and
    (4) Minimize the burden of the collection of information on those 
who are to respond, including using appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology.

Information Collection Requirement

    1652-0013; Aviation Security Customer Satisfaction Performance 
Measurement Passenger Survey. TSA, with OMB's approval, has collected 
data via the following instruments and now seeks approval to continue 
this effort:
    (1) Statistically Valid Intercept Surveys. Between 2003 and 2005, 
TSA conducted two statistically valid passenger surveys at airports 
nationwide. The surveys were administered using an intercept 
methodology, in which passengers were handed survey forms soon after 
they experienced TSA's aviation security functions and were invited to 
mail the forms back. Passengers who received surveys were selected 
randomly, such that the sample of passengers that received surveys at 
each airport over the survey period was representative of all passenger 
demographics-including passengers who--
     Traveled on weekdays or weekends;
     Those who traveled in the morning, mid-day, or evening;
     Those who passed through each of the different security 
screening locations in the airport;
     Those who were subject to more intensive screening of 
their baggage or person; and
     Those who experienced different volume conditions and wait 
times as they proceeded through the security checkpoint.
    The surveys were also representative of passenger identity factors, 
such as gender, frequency of travel, and purpose of the trip as 
business or leisure.
    Participation by passengers was voluntary. TSA Headquarters 
supplied independent administrators to each site to distribute the 
survey forms. The administrators were not TSA employees and handled the 
forms and data independently of TSA in an effort to (1) ensure the 
validity of the results, and (2) allow quality assurance and monitoring 
from TSA Headquarters. The form included approximately 10 questions 
about aspects of the passenger experience, including approximately 
three demographic questions.
    Dates, times, and screening locations were chosen within each 
airport in order to provide a statistically valid representation of 
customer satisfaction over the survey period. Airports were chosen to 
represent the experience of most passengers and included major 
airports, as well as a few smaller ones to gain a more complete picture 
of the traveling public. TSA intends to continue to conduct up to two 
surveys annually, each with a target of 500 returned forms at 25-35 
major airports. TSA estimates an annual total of 35,000 respondents (1 
survey per airport x 70 airports x 500 returned forms per survey) and, 
based on an estimate of a five-minute burden per respondent, a maximum 
total annual burden system-wide of 2,500 hours. There is no burden on 
passengers who choose not to respond. Respondents will not incur any 
financial burden as TSA will pay the postage for the surveys.
    (2) Focus Groups. TSA conducted 12 focus groups in fall 2002 and 12 
in fall 2003 to aid in the design of the Customer Satisfaction Index 
survey referenced above. The purpose of the focus groups was to 
understand the factors better that contribute to customer satisfaction 
and public confidence. TSA proposes to conduct an additional 12 focus 
groups during fall 2006 and, thereafter, an additional 12 annually to 
ensure that the current survey questions are still effective in 
measuring the drivers of customer satisfaction, particularly in light 
of new TSA initiatives. Non-TSA, professional, and independent 
facilitators will moderate the focus group sessions to (1) ensure the 
validity of the results, and (2) allow for quality assurance and 
monitoring from TSA Headquarters. The selection of participants in the 
focus groups will be intentionally diverse with respect to age, gender, 
etc. Each session will last 60-90 minutes. The total time burden for 
all participants combined will be approximately 216 hours (1.5 hours x 
12 participants x 12 focus groups). As with previous focus groups, TSA 
will use the results of the focus groups to identify factors affecting 
the public's satisfaction and confidence.
    (3) Informal Surveys Conducted by Airport Staff. Finally, TSA seeks 
approval to continue conducting informal surveys at individual airports 
to collect performance data for improved customer service. Airport 
staff used these informal surveys most often to test passenger response 
to service improvements implemented in response to identified service 
problems. The results were used to enable localized service 
improvements at each airport. Participation by passengers was 
voluntary. TSA Headquarters will continue to provide a list of 
approximately 25 approved questions, from which airports can select a 
subset, and a Headquarters-designed and -approved template for the 
survey form.
    Surveys will be conducted at the discretion of the TSA airport 
staff, subject to a limit (as imposed by TSA Headquarters and pending 
approval of the Office of Management and Budget) of a five-minute 
burden per respondent and an aggregate burden of 100 hours per airport 
per year. Assuming that all 446 airports employ this process, the 
aggregate system-wide burden will not exceed 44,600 hours per year. 
There is no burden on passengers who choose not to respond.

    Issued in Arlington, Virginia, on March 14, 2006.
Lisa S. Dean,
Privacy Officer.
 [FR Doc. E6-3954 Filed 3-17-06; 8:45 am]
BILLING CODE 4910-62-P