[Federal Register Volume 72, Number 19 (Tuesday, January 30, 2007)]
[Notices]
[Pages 4263-4264]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E7-1357]


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EQUAL EMPLOYMENT OPPORTUNITY COMMISSION


Agency Information Collection Activities: Proposed Collection; 
Submission for OMB Review

AGENCY: Equal Employment Opportunity Commission.

ACTION: Final notice of submission for OMB review.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the 
Equal Employment Opportunity Commission (EEOC) hereby gives notice that 
it has submitted to the Office of Management and Budget (OMB) a request 
to approve a new information collection as described below.

DATES: Written comments on this final notice must be submitted on or 
before March 1, 2007.

ADDRESSES: The Request for Clearance (SF 83-I), supporting statement, 
and other documents submitted to OMB for review may be obtained from: 
Brett Brenner, Attorney Advisor, 1801 L Street, NW., Washington, DC 
20507. Comments on this final notice must be submitted to Brenda 
Aguilar, Office of Information and Regulatory Affairs, Office of 
Management and Budget, 725 17th Street, NW., Room 10235, New Executive 
Office Building, Washington, DC 20503 or electronically mailed to 
[email protected]. Comments should also be sent to Stephen 
Llewellyn, Executive Officer, Executive Secretariat, Equal Employment 
Opportunity Commission, 10th Floor, 1801 L Street, NW., Washington, DC 
20507. As a convenience to commentators, the Executive Secretariat will 
accept comments totaling six or fewer pages by facsimile (``FAX'') 
machine. This limitation is necessary to assure access to the 
equipment. The telephone number of the FAX receiver is (202) 663-4114. 
(This is not a toll-free number.) Receipt of FAX transmittals will not 
be acknowledged, except that the sender may request confirmation of 
receipt by calling the Executive Secretariat staff at (202) 663-4070 
(voice) or (202) 663-4074 (TTY). (These are not toll-free telephone 
numbers.)

FOR FURTHER INFORMATION CONTACT: Cynthia Pierre, Director, Field 
Management Programs, Office of Field Programs, at (202) 663-7115. This 
notice is also available in the following formats: large print, 
Braille, audio tape and electronic file on computer disk. Requests for 
this notice in an alternative format should be made to the EEOC 
Publications Center at 1-800-669-3362.

SUPPLEMENTARY INFORMATION: A notice that EEOC would be submitting this 
request was published in the Federal Register on September 7, 2006, 
allowing for a 60-day public comment period. Two comments were 
received. The first comment questioned whether the three questions were 
enough to serve as the ``sole component, or perhaps even the primary 
component, of an accurate evaluation'' of the Contact Center's quality 
of service. The comment asked that the questionnaire be expanded to 
include more questions to provide a ``significantly more precise and 
thorough sense of potential claimants' experience'' with the Center. 
The suggested additions to the questionnaire dealt with responsiveness, 
e.g., the type of information requested, if it was communicated 
clearly, if it was answered in a timely fashion and if the Center was 
able to answer the caller's question. The second comment, besides 
expressing general opposition to the Contact Center as a whole, states 
that the survey is not an adequate indicator of performance and 
expresses concern that the survey is too short.
    The EEOC is not relying on the three questions in the customer 
service survey as the sole, or even the primary, indicator of Contact 
Center performance. However, capturing the level of customer 
satisfaction is important and is a factor in judging the performance of 
the Center. Additionally, the Contact Center currently collects data 
and performance metrics that answer many of the concerns expressed in 
the comment, including the time it takes to answer a call and the type 
of information requested by a caller. Further, the EEOC regularly 
monitors calls on a live and recorded basis to ensure the accuracy and 
quality of the information provided by the Center. Therefore, we 
believe that the customer survey is adequate for its intended purpose.

Overview of This Information Collection

    Collection Title: EEOC National Contact Center Customer 
Satisfaction Survey.
    OMB No.: None.
    Frequency of Report: On occasion.
    Description of Affected Public: Individuals or households; 
Businesses or other for profit, not-for-profit institutions; state or 
local governments.
    Responses: 200,000.
    Reporting Hours: 5,722.
    Federal Cost: 0.
    Abstract: Voluntary customer satisfaction survey for the users of 
the EEOC National Contact Center. The survey is necessary to gauge 
customer satisfaction and to assist in determining contract performance 
and guide possible changes in the operation of the Contact Center.
    Burden Statement: The estimated number of respondents is 
approximately 200,000 people. Over the past six months, the NCC has 
averaged approximately 51,000 contacts from the public each month. 
Because the survey is voluntary there is no way to accurately predict 
the number of users who will agree to take the survey. The contractor 
estimates that, based on its experience with similar surveys the 
response rate will be between 25% and 35%. The contractor also 
estimates that if the respondent does not need to have the satisfaction 
questions repeated and responds immediately after hearing the complete 
response, the survey will take approximately 1 minute 43 seconds to 
administer. The burden is estimated at 5,722 hours. We estimated 
200,000 annual surveys completed at 1 minute and 43 seconds per survey. 
There is no annualized cost to respondents.


[[Page 4264]]


    Dated: January 19, 2007.

    For the Commission.
Naomi C. Earp,
Chair.
[FR Doc. E7-1357 Filed 1-29-07; 8:45 am]
BILLING CODE 6570-01-P