[Federal Register Volume 75, Number 127 (Friday, July 2, 2010)]
[Notices]
[Pages 38531-38532]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2010-16200]


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DEPARTMENT OF HEALTH AND HUMAN SERVICES

Centers for Disease Control and Prevention

[60-Day-10-0753]


Proposed Data Collections Submitted for Public Comment and 
Recommendations

    In compliance with the requirement of section 3506(c)(2)(A) of the 
Paperwork Reduction Act of 1995 for opportunity for public comment on 
proposed data collection projects, the Centers for Disease Control and 
Prevention (CDC) will publish periodic summaries of proposed projects. 
To request more information on the proposed projects or to obtain a 
copy of the data collection plans and instruments, call 404-639-5960 
and send comments to Maryam I. Daneshvar, CDC Acting Reports Clearance 
Officer, 1600 Clifton Road, MS-D74, Atlanta, GA 30333 or send an e-mail 
to [email protected].
    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 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 other 
forms of information technology. Written comments should be received 
within 60 days of this notice.

Proposed Project

    Evaluation of the Centers for Disease Control and Prevention's 
Consumer Response Service Center, CDC INFO. (OMB No. 0920-0753--
Revision--Office of the Associate Director of Communication, Centers 
for Disease Control and Prevention (CDC).)

Background and Brief Description

    In September 2005, the Centers for Disease Control and Prevention 
launched CDC-INFO, a consolidated, comprehensive effort to respond to 
consumer, provider and partner inquiries on a broad spectrum of public 
health topics by telephone, e-mail, fax, or postal mail. More than 40 
nationwide public health hotlines and warm lines were consolidated into 
one central phone number using a phased approach from 2005 to 2008. 
Management of CDC-INFO services is increasingly guided by a 
comprehensive evaluation that includes point-of-service and follow-up 
customer satisfaction surveys. These surveys provide the public with 
ongoing opportunity to express their level of satisfaction and report 
how they have used this information. All members of the public, health 
care providers and businesses can contact CDC-INFO by phone, e-mail, or 
postal mail to request health information or order CDC publications.
    CDC-INFO is a proactive, unified, and integrated approach to the 
delivery of public health information and is designed to contribute to 
improving the health and safety of the public. Customers are defined as 
any individual or group seeking health or public health information 
from CDC. This includes the public, media, medical and healthcare 
professionals, public health professionals, partner groups, businesses, 
researchers, and others. Customer interactions occur through multiple 
channels, e.g., telephone calls, e-mails, and postal mail. There are 
seven (7) potential evaluation points across three (3) major 
categories: consumer satisfaction, special event/outreach, and 
emergency response. All survey tools provide the participant an 
opportunity to decline and are available in English and Spanish.
    These satisfaction surveys track the utility of CDC-INFO to the 
public at point of service and are integral for directing attention 
towards programs that are underperforming or receiving high 
endorsement, to understand the basis for disparity. Industry benchmarks 
for performance, including consumer satisfaction, were helpful for 
creating measures, and setting realistic expectations for performance. 
With the passage of time, the private sector has integrated new 
performance indicators for contact centers, and the suggested revisions 
reflect these innovations. These innovations and survey findings form 
the rationale for new question items and revised burden estimates. 
Minor changes were made to the research protocol to improve

[[Page 38532]]

recruitment, and are discussed throughout the application where there 
is any implication for information privacy.
    These evaluations have provided volumes of data, reports, and 
presentations on the progression of CDC-INFO, an innovative, multi-
million dollar, Federal public health contact center. The outcome of 
this feedback is tangible, with the average number of incoming calls to 
CDC-INFO reaching new heights on an annual basis, and consumer 
satisfaction hovering around the best practice benchmark of 75 percent 
of callers participating in a satisfaction survey endorsing the highest 
level of satisfaction--very satisfied.
    Sample size, respondent burden, and intrusiveness have been 
minimized to be consistent with national evaluation objectives. There 
is no cost to the respondent, other than the amount of time required to 
respond to the survey.

                                                            Estimated Annualized Burden Hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                                                                        Number of      Average burden
              Type of respondent                            Form name                 Number of       responses per   per response (in    Total burden
                                                                                     respondents       respondent           hrs)              hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
General Callers...............................  Satisfaction survey.............            92,000                 1            \4/60\             6,133
Email Inquirers...............................  Satisfaction survey.............             1,460                 1            \3/60\                73
Callers (follow-up)...........................  Follow-up survey................             5,290                 1            \9/60\               794
General Public................................  Special event/Outreach survey...             5,120                 1            \7/60\               597
Professionals.................................  Special event/Outreach survey...             2,080                 1            \5/60\               173
General Public................................  Emergency response survey--Level             8,288                 1            \5/60\               691
                                                 1.
Professionals.................................  Emergency response survey--Level             1,658                 1            \5/60\               138
                                                 1.
General Public................................  Emergency response survey--Level             8,637                 1            \5/60\               720
                                                 2.
Professionals.................................  Emergency response survey--Level             1,727                 1            \5/60\               144
                                                 2.
General Public................................  Emergency response survey--Level            35,185                 1            \5/60\             2,932
                                                 3.
Professional..................................  Emergency response survey--Level             7,037                 1            \5/60\               586
                                                 3.
General Public................................  Emergency response survey--Level           129,126                 1            \5/60\            10,761
                                                 4.
Professional..................................  Emergency response survey--Level            29,825                 1            \5/60\             2,485
                                                 4.
                                               ---------------------------------------------------------------------------------------------------------
    Total Burden Hours........................  ................................  ................  ................  ................            26,227
--------------------------------------------------------------------------------------------------------------------------------------------------------


    Dated: June 24, 2010.
Maryam I. Daneshvar,
Acting Reports Clearance Officer, Centers for Disease Control and 
Prevention.
[FR Doc. 2010-16200 Filed 7-1-10; 8:45 am]
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