[Federal Register Volume 74, Number 85 (Tuesday, May 5, 2009)]
[Notices]
[Pages 20704-20705]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E9-10352]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-00XX]


Office of Citizen Services; Submission for OMB Review; Online 
Citizen Survey

AGENCY: Office of Citizen Services (OCS), General Services 
Administration (GSA).

ACTION: Notice of request for comments regarding a new OMB clearance.

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SUMMARY: Under the provisions of the Paperwork Reduction Act of 1995 
(44 U.S.C. Chapter 35), the General Services Administration will be 
submitting to the Office of Management and Budget (OMB) a request to 
review and approve a new information collection requirement regarding 
an Online Citizen Survey.
    Public comments are particularly invited on: Whether this 
collection of information is necessary and whether it will have 
practical utility; whether our estimate of the public burden of this 
collection of information is accurate and based on valid assumptions 
and methodology; and ways to enhance the quality, utility, and clarity 
of the information to be collected.

DATES: Submit comments on or before: June 4, 2009.

FOR FURTHER INFORMATION CONTACT: Ms. Karen Trebon, Program Analyst, GSA 
OCS, 1800 F Street, NW., G 132, Washington, DC 20405, (202) 501-1802,

[[Page 20705]]

or [email protected]. Please cite OMB Control No. 3090-XXXX, Online 
Citizen Survey.

ADDRESSES: Submit comments regarding this burden estimate or any other 
aspect of this collection of information, including suggestions for 
reducing this burden to the Regulatory Secretariat (VPR), General 
Services Administration, Room 4041, 1800 F Street, NW., Washington, DC 
20405 and a copy to Ms. Karen Trebon, Program Analyst, GSA OCS, 1800 F 
Street, NW., G 132, Washington, DC 20405. Please cite OMB Control No. 
3090-00XX, Online Citizen Survey, in all correspondence.

SUPPLEMENTARY INFORMATION:

A. Purpose

    GSA's OCS currently provides service to citizens through the 
Internet at USA.gov, GobiernoUSA.gov and a family of consumer Web 
sites, through the phone at the National Contact Center 1-800-FED-INFO 
(1-800-333-4636), and through the distribution of print publications 
from the distribution center in Pueblo, CO. In addition, OCS 
communicates with the public through e-mail, an online blog at http://www.govgab.gov and online personal assistance.
    Additional market research is needed on a continual basis to 
develop customer service strategies and determine the future directions 
for our multi-channel efforts at OCS and for those customer service 
activities in other government agencies. This is especially true in the 
current Web 2.0 environment where citizens, particularly in Generation 
X and Y, have different communication and collaboration styles and 
needs. Since citizens expect their government experience to be on par 
with those they have with the private sector, it is crucial to 
determine how best the government can serve citizens in a world with 
rapidly changing technologies. Surveys will include questions regarding 
communication channel preferences for how citizens contact government, 
service level expectations and interests in social media and Web 2.0 
applications. OCS will share this information and collaborate with all 
government agencies that are working to improve citizen engagement and 
customer service.
    OCS will work with a market research vendor that has an established 
panel of Americans who have agreed to take surveys for various clients. 
Therefore, OCS will not be collecting or storing any personally 
identifiable information. The vendor will also provide support in: (a) 
The development of questions; (b) building, programming and 
disseminating the online surveys; and (c) analyzing the responses. OCS 
will work with the contractor to ensure that the citizens recruited and 
surveyed represent a statistically valid demographic cross section of 
the American public.

B. Annual Reporting Burden

    Respondents: 3,500.
    Responses per respondent: .25.
    Annual Responses: 14,000.
    Hours per response: .33.
    Total Burden hours: 4,620.
    Obtaining copies of proposals: Requesters may obtain a copy of the 
information collection documents from the General Services 
Administration, Regulatory Secretariat (VPR), 1800 F Street, NW., Room 
4041, Washington, DC 20405, telephone (202) 501-4755. Please cite OMB 
Control No. 3090-00XX, Online Citizen Survey, in all correspondence.

    Dated: April 24, 2009.
Casey Coleman,
Chief Information Officer.
[FR Doc. E9-10352 Filed 5-4-09; 8:45 am]
BILLING CODE 6820-34-P