[Federal Register Volume 73, Number 104 (Thursday, May 29, 2008)]
[Notices]
[Pages 30883-30884]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E8-12008]


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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 July 28, 2008.

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

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 Glatz, Division of Policy and Planning, Office of 
Information Technology and Technology Services, Consumer Product Safety 
Commission, 4330 East West Highway, Bethesda, MD 20814; telephone: 
(301) 504-7671 or by e-mail to [email protected].

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 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 on recent product recalls; (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 Financial 
Management, 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 primarily 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-based survey information 
on customer satisfaction with the

[[Page 30884]]

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 684. The anticipated sources and respondents for surveys 
conducted over a three-year period include:

 
 
 
Hotline......................................................        350
National Injury Information Clearinghouse....................        300
Small Businesses.............................................        200
State Partners...............................................         54
Web-site.....................................................       1000
Fast Track Product Recall Program............................        150
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                                                                   2,054
 

    The estimated time of the total annualized cost/burden to 
respondents would be approximately 65 hours. The annualized cost to 
respondents for the hour burden for collection of information is 
$1,821.95 based on a total of 65 hours at $28.03/hour (Bureau of Labor 
Statistics average hourly private industry employer compensation costs, 
December 2007).

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: May 23, 2008.
Todd Stevenson,
Secretary, Consumer Product Safety Commission.
[FR Doc. E8-12008 Filed 5-28-08; 8:45 am]
BILLING CODE 6355-01-P