[Federal Register Volume 75, Number 47 (Thursday, March 11, 2010)]
[Notices]
[Pages 11552-11553]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2010-5176]


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DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration


Intent To Request Renewal From OMB of One Current Public 
Collection of Information: Aviation Security Customer Satisfaction 
Performance Measurement Passenger Survey

AGENCY: Transportation Security Administration, DHS.

ACTION: 60 day notice.

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SUMMARY: The Transportation Security Administration (TSA) invites 
public comment on one currently approved Information Collection Request 
(ICR), OMB control number 1652-0013, abstracted below, that we will 
submit to the Office of Management and Budget (OMB) for renewal and 
amendment in compliance with the Paperwork Reduction Act. The ICR 
describes the nature of the information collection and its expected 
burden. The collection involves surveying travelers to measure customer 
satisfaction of aviation security in an effort to more efficiently 
manage airport performance.

DATES: Send your comments by May 10, 2010.

ADDRESSES: Comments may be emailed to [email protected] or delivered to 
the TSA Paperwork Reduction Act (PRA) Officer, Office of Information 
Technology (OIT), TSA-40, Transportation Security Administration, 601 
South 12th Street, Arlington, VA 20598-6040.

FOR FURTHER INFORMATION CONTACT: Joanna Johnson at the above address, 
or by telephone (571) 227-3651.

SUPPLEMENTARY INFORMATION: 

Comments Invited

    In accordance with the Paperwork Reduction Act of 1995 (44 U.S.C. 
3501 et seq.), an agency may not conduct or sponsor, and a person is 
not required to respond to, a collection of information unless it 
displays a valid OMB control number. The ICR documentation is available 
at http://www.reginfo.gov. Therefore, in preparation for OMB review and 
approval of the following information collection, TSA is soliciting 
comments to--
    (1) Evaluate whether the proposed information requirement is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    (2) Evaluate the accuracy of the agency's estimate of the burden;
    (3) Enhance the quality, utility, and clarity of the information to 
be collected; and
    (4) Minimize the burden of the collection of information on those 
who are to respond, including using appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology.

Information Collection Requirement

    OMB Control Number 1652-0013; Aviation Security Customer 
Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's 
approval, has conducted surveys of passengers and now seeks approval to 
continue this effort. TSA plans to conduct passenger surveys at 
airports nationwide. The surveys will be administered using an 
intercept methodology. The intercept methodology uses TSA personnel who 
are not in uniform to hand deliver paper survey forms to passengers 
immediately following the passenger's experience with the TSA's 
checkpoint security

[[Page 11553]]

functions. Passengers are invited, though not required, to complete and 
return the survey via pre-paid postage, which is prefixed to the 
survey, or passengers may submit their responses via an online portal. 
The intercept methodology randomly selects passengers to complete the 
survey in an effort to gain survey data representative of all passenger 
demographics--including passengers who--
     Travel on weekdays or weekends;
     Those who travel in the morning, mid-day, or evening;
     Those who pass through each of the different security 
screening locations in the airport;
     Those who are subject to more intensive screening of their 
baggage or person; and
     Those who experience different volume conditions and wait 
times as they proceed through the security checkpoints.
    The survey includes ten to fifteen questions. Each question 
promotes a quality response so that TSA can identify areas in need of 
improvement. All questions concern aspects of the passenger's security 
screening experience.
    TSA intends to collect this information in order to continue to 
assess customer satisfaction in an effort to more efficiently manage 
airport performance. In its future surveys, the TSA wishes to obtain 
more detailed, airport-specific data that the TSA can use to enhance 
customer experiences and airport performances. In order to gain more 
detailed information regarding customer experiences, the TSA is 
submitting eighty-one questions to OMB for approval. Twenty-eight of 
the questions have been previously approved by OMB and fifty-three 
questions are being submitted to the OMB for first-time approval. Each 
survey question seeks to gain information regarding one of the 
following categories:
     Confidence in Personnel
     Confidence in Screening Equipment
     Confidence in Security Procedures
     Convenience of Divesting
     Experience at Checkpoint
     Satisfaction with Wait Time
     Separation from Belongings
     Separation from Others in Party
     Stress Level
    TSA personnel select passengers using a random method to 
voluntarily participate in the survey until the TSA obtains the desired 
sample size. The samples can be selected with one randomly selected 
time and location or span multiple times and location. Each airport may 
choose one or more of the following sample methods, which include a 
business card that directs customers to an online portal, a customer 
satisfaction card with survey questions on the card, or a customer 
satisfaction card with survey questions on the card and a link to the 
online portal. All responses are voluntary and there is no burden on 
passengers who choose not to respond.
    TSA at airports have the capability to conduct this survey. We 
estimate that TSA at 25 airports will conduct the survey each year. 
Based on prior survey data and research, the TSA assumes a maximum 
volume for the survey would be 1,000 surveys per airport. We assume the 
burden on passengers who choose to respond to be approximately five 
minutes per respondent. Therefore, 1,000 surveys x 25 airports = 25,000 
respondents a year, the total burden is 25,000 x 5 = 125,000 minutes, 
or 2083.3 hours per year.

    Issued in Arlington, Virginia, on March 3, 2010.
Joanna Johnson,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2010-5176 Filed 3-10-10; 8:45 am]
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