[Federal Register Volume 74, Number 158 (Tuesday, August 18, 2009)]
[Notices]
[Pages 41737-41739]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E9-19635]


=======================================================================
-----------------------------------------------------------------------

DEPARTMENT OF THE INTERIOR

Office of the Secretary


Proposed Renewal of Information Collection: 1090-0007 [formerly 
1505-0191], American Customer Satisfaction Index (ACSI) Government 
Customer Satisfaction Survey

AGENCY: National Business Center, Federal Consulting Group, Interior.

ACTION: Notice and request for comments.

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

SUMMARY: In compliance with section 3506(c)(2)(A) of the Paperwork 
Reduction Act of 1995, the National Business Center, Department of the 
Interior announces that it has submitted a request for proposed 
extension of an information collection to the Office of Management and 
Budget (OMB), and requests public comments on this submission. The 
information collection request describes the nature of the information 
collection and the expected burden and cost.

DATES: OMB has up to 60 days to approve or disapprove the information 
collection request, but may respond after 30 days; therefore, public 
comments should be submitted to OMB by September 17, 2009, in order to 
be assured of consideration.

ADDRESSES: Send your written comments by facsimile to (202) 395-5806 or 
e-mail ([email protected]) to the Office of Information and 
Regulatory Affairs, Office of Management and Budget, Attention: 1090-
0007 Desk Officer. Also, please send a copy of your comments to Federal 
Consulting Group, Attention: Ron Oberbillig, 1849 C St, NW., MS 314, 
Washington, DC 20240-0001, or by facsimile to (202) 513-7686, or via e-
mail to [email protected]. Individuals providing comments should 
reference Customer Satisfaction Surveys.

FOR FURTHER INFORMATION CONTACT: To request additional information or 
copies of the form(s) and instructions, please write to the Federal 
Consulting Group, Attention: Ron Oberbillig, 1849 C St, NW., MS 314, 
Washington, DC 20240-0001, or call him on (202) 513-7677, or

[[Page 41738]]

send an e-mail to [email protected].

SUPPLEMENTARY INFORMATION: The Office of Management and Budget (OMB) 
regulations at 5 CFR 1320, which implement provisions of the Paperwork 
Reduction Act of 1995 (Pub. L. 104-13), require that interested members 
of the public and affected agencies have an opportunity to comment on 
information collection and recordkeeping activities [see 5 CFR 
1320.8(d)]. The Office of the Secretary, National Business Center has 
submitted a request to OMB to renew its approval of this collection of 
information for three years.
    An agency may not conduct or sponsor, and a person is not required 
to respond to, a collection of information unless it is operating under 
a currently valid OMB control number. The OMB control number for this 
collection is 1090-0007. The control number will be displayed on the 
surveys used. For expeditious administration of the surveys, the 
expiration date will not be displayed on the individual instruments. 
Response is not required to obtain a benefit.
    Title: ``Customer Satisfaction Surveys''.
    OMB Control Number: 1090-0007 (formerly 1050-0191).
    Summary: The proposed renewal of this information collection 
activity provides a means to consistently assess, benchmark and improve 
customer satisfaction with Federal government agency programs and/or 
services within the Executive Branch. The Federal Consulting Group of 
the Department of the Interior serves as the executive agent for this 
methodology and has partnered with the CFI Group and the University of 
Michigan to offer the ACSI to Federal government agencies.
    The CFI Group, a leader in customer satisfaction and customer 
experience management, offers a comprehensive model that quantifies the 
effects of quality improvements on citizen satisfaction. The CFI Group 
has developed the methodology and licenses it to the National Quality 
Research Center at the University of Michigan, which produces the 
American Customer Satisfaction Index (ACSI). This national indicator is 
developed for different economic sectors each quarter, which are then 
published in The Wall Street Journal. The ACSI was introduced in 1994 
by Professor Claes Fornell under the auspices of the University of 
Michigan, the American Society for Quality (ASQ), and the CFI Group. It 
monitors and benchmarks customer satisfaction across more than 200 
companies and many U.S. Federal agencies.
    The ACSI is the only cross-agency methodology for obtaining 
comparable measures of customer satisfaction with Federal government 
programs and/or services. Along with other economic objectives--such as 
employment and growth--the quality of output (goods and services) is a 
part of measuring living standards. The ACSI's ultimate purpose is to 
help improve the quality of goods and services available to American 
citizens.
    ACSI surveys conducted by the Federal Consulting Group are 
completely subject to the Privacy Act 1074, Public Law 93-579, December 
31, 1974 (5 U.S.C. 522a). The agency information collection is an 
integral part of conducting an ACSI survey. The contractor will not be 
authorized to release any agency information upon completion of the 
survey without first obtaining permission from the Federal Consulting 
Group and the participating agency. In no case shall any new system of 
records containing privacy information be developed by the Federal 
Consulting Group, participating agencies, or the contractor collecting 
the data. In addition, participating Federal agencies may only provide 
information used to randomly select respondents from among established 
systems of records provided for such routine uses.
    There is no other agency or organization which is able to provide 
the information that is accessible through the surveying approach used 
in this information collection. Further, the information will enable 
Federal agencies to determine customer satisfaction metrics with 
discrimination capability across variables. Thus, this information 
collection will assist Federal agencies in improving their customer 
service in a targeted manner which will make best use of resources to 
improve service to the public.
    This survey asks no questions of a sensitive nature, such as sexual 
behavior and attitudes, religious beliefs, and other matters that are 
commonly considered private.
    Frequency of Collection: Once per survey.
    Description of Respondents: Individuals who have utilized 
Government services.
    Total Annual Burden Hours: 7,500.
    Current Expiration Date: August 31, 2009.
    Type of Review: Renewal.
    Affected Public: Individuals and Households. Businesses and 
Organizations. State, Local or Tribal Government.
    Estimated Number of Respondents: Participation by Federal agencies 
in the ACSI is expected to vary as new customer segment measures are 
added or deleted. However, based on historical records, projected 
average estimates for the next three years are as follows:
    Average Expected Annual Number of Customer Satisfaction Surveys: 
150.
    Respondents: 37,500.
    Annual responses: 37,500.
    Frequency of Response: Once per survey.
    Average minutes per response: 12.0.
    Burden hours: 7,500 hours.

    Note: It is expected that the first year there will be 
approximately 100 surveys initiated, the second year 150 surveys 
initiated, and the third year 200 surveys initiated due to expected 
growth in the program. The figures above represent an expected 
average per year over the three-year period.

    As required under 5 CFR 1320.8(d), a Federal Register notice 
soliciting comments on the collection of information was published on 
May 15, 2009 (74 FR 22954). No comments were received. This notice 
provides the public with an additional 30 days in which to comment on 
the proposed information collection activity.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for OMB approval. 
Comments are invited on: (a) Whether the 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 of the collection of 
information; (c) ways to enhance the quality, utility, and clarity of 
the information to be collected; (d) ways to minimize the burden of the 
collection of information on respondents, including through the use of 
automated collection techniques or other forms of information 
technology; and (e) estimates of capital or start-up costs and costs of 
operation, maintenance, and purchase of services to provide 
information. Burden means the total time, effort, or financial 
resources expended by persons to generate, maintain, retain, disclose 
or provide information to or for a Federal agency. This includes the 
time needed to review instructions; to develop, acquire, install and 
utilize technology and systems for the purpose of collecting, 
validating and verifying information, processing and maintaining 
information, and disclosing and providing information; to train 
personnel and to be able to respond to a collection of information, to 
search data sources, to complete and review

[[Page 41739]]

the collection of information; and to transmit or otherwise disclose 
the information.
    All written comments will be available for public inspection by 
appointment with the Federal Consulting Group at the contact 
information given in the ``FOR FURTHER INFORMATION CONTACT'' section. 
The comments, with names and addresses, will be available for public 
view during regular business hours. If you wish us to withhold your 
personal information, you must prominently state at the beginning of 
your comment what personal information you want us to withhold. We will 
honor your request to extent allowable by law.
    An agency may not conduct or sponsor, and a person is not required 
to respond to, a collection of information unless it displays a 
currently valid Office of Management and Budget control number.

    Dated: August 12, 2009.
Ron Oberbillig,
Chief Operating Officer, Federal Consulting Group.
[FR Doc. E9-19635 Filed 8-17-09; 8:45 am]
BILLING CODE 4310-RK-P