[Federal Register Volume 72, Number 73 (Tuesday, April 17, 2007)]
[Notices]
[Pages 19171-19172]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E7-7209]


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DEPARTMENT OF COMMERCE

 International Trade Administration


Commercial Service--Strategic User Satisfaction Survey

ACTION: Proposed information collection; comment request.

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SUMMARY: The Department of Commerce, as part of its continuing effort 
to reduce paperwork and respondent burdens, invites the general public 
and other Federal agencies to take this opportunity to comment on the 
continuing information collections, as required by the Paperwork 
Reduction Act of 1995, Pub. L. 104-13 (44 U.S.C. 3506 (2) (A)).

DATES: Written comments must be submitted on or before June 18, 2007.

ADDRESSES: Direct all written comments to Diana Hynek, Departmental 
Paperwork Clearance Officer, Department of Commerce, Room 6625, 14th 
and Constitution Avenue, NW., Washington, DC 20230 or via the Internet 
at [email protected].

FOR FURTHER INFORMATION CONTACT: Request for additional information or 
copies of the information collection instrument and instructions should 
be directed to: Joseph Carter, 14th and Constitution Avenue, NW., 
Washington, DC 20230; Phone number: (202) 482-3342; E-mail: 
[email protected].

SUPPLEMENTARY INFORMATION: 

I. Abstract

    The International Trade Administration's U.S. Commercial Service 
(CS) is mandated by Congress to help U.S. businesses, particularly 
small and medium-sized companies, export their products and services to 
global markets. As part of its mission, the CS currently uses 
transactional user satisfaction surveys to collect feedback from U.S. 
business clients that use CS pay-for-use products/events provided by 
the organization's international offices. These surveys ask the client 
to evaluate the CS on its customer service delivery for a specific 
transaction. The results from these transactional user satisfaction 
surveys are used to ensure that clients' needs and expectations are met 
and service delivery is consistent across the organization. In addition 
to conducting user satisfaction surveys on a transactional basis for 
pay-for-use products/events provided by the CS's international offices, 
the CS would like to conduct a strategic user satisfaction survey on an 
annual basis to collect more in-depth user satisfaction feedback from 
CS clients in order to assess the importance or relative impact of 
specific service delivery processes and attributes on overall customer 
satisfaction. Survey responses would enable the CS to prioritize the 
allocation of time, budget and resources using performance-importance 
diagrams. Without this information, CS is unable to systematically 
determine the actual and relative levels of performance for attributes, 
processes and subprocesses, identify the drivers or determinants of 
overall satisfaction, and provide clear, actionable insights for 
managerial intervention. This information will be used for program 
improvement, strategic planning, and allocation of resources.

II. Method of Collection

    The data collection method for the CS is an e-mail message 
delivering a hot link to a web-enabled survey. If the client does not 
respond to the survey within two weeks, another e-mail reminder is sent 
to the client.

III. Data

    OMB Number: None.
    Form Number: None.
    Type of Review: Regular submission.
    Affected Public: Business or other for-profit organizations.
    Estimated Number of Respondents: 1,500.
    Estimated Time per Response: 30 minutes.

[[Page 19172]]

    Estimated Total Annual Burden Hours: 750.
    Estimated Total Annual Costs: $45,000.

IV. Request for 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 shall have practical 
utility; (b) the accuracy of the agency's estimate of the burden 
(including hours and costs) of the proposed collection of information; 
(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 respondents, including through the use of 
automated collection techniques or forms of information technology.
    Comments submitted in response to this notice will be summarized 
and/or included in the request for OMB approval of this information 
collection; they also will become a matter of public record.

    Dated: April 11, 2007.
Gwellnar Banks,
Management Analyst, Office of the Chief Information Officer.
[FR Doc. E7-7209 Filed 4-16-07; 8:45 am]
BILLING CODE 3510-FP-P