[Federal Register Volume 76, Number 142 (Monday, July 25, 2011)]
[Notices]
[Pages 44351-44352]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2011-18710]



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DEPARTMENT OF THE INTERIOR



Office of the Secretary




Proposed Renewal of Information Collection: 1090-0008, American 

Customer Satisfaction Index (ACSI) E-Government Website Customer 

Satisfaction Survey



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



ACTION: Notice and request for comments.



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SUMMARY: The Department of the Interior, as part of its continuing 

effort to reduce paperwork and respondent burden, invites the general 

public and other Federal agencies to take this opportunity to comment 

on proposed and/or continuing information collections, as required by 

the Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 

3506(c)(2)(A)). Currently, the Federal Consulting Group within the 

Department of the Interior is soliciting comments concerning the 

American Customer Satisfaction Index (ACSI) E-Government Website 

Customer Satisfaction Survey used by numerous Federal agencies to 

continuously assess and improve their Web sites.



DATES: Consideration will be given to all comments received by 

September 23, 2011.



ADDRESSES: Written comments may be submitted to the Federal Consulting 

Group, Attention: Rick Tate, 1849 C St, NW. MS 314, Washington, DC 

20240-0001. Comments may also be sent by facsimile to (202) 513-7686, 

or via e-mail to [email protected]. Individuals providing comments 

should reference Website 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: Rick Tate, 1849 C St, NW. MS 314, 

Washington, DC 20240-0001, or call him on (202) 513-7655, or send an e-

mail to [email protected].



SUPPLEMENTARY INFORMATION: 

    Title: American Customer Satisfaction Index (ACSI) E-Government 

Website Customer Satisfaction Survey.

    OMB Control Number: 1090-0008.

    Abstract: The proposed renewal of this information collection 

activity provides a means to consistently assess, benchmark and improve 

customer satisfaction with Federal government agency websites 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 ForeSee Results, Inc., to offer this assessment to 

Federal government agencies.

    ForeSee Results is a leader in customer satisfaction and customer 

experience management on the web. It utilizes the methodology of the 

most respected, credible, and well-known measure of customer 

satisfaction in the country, the American Customer Satisfaction Index 

(ACSI). This methodology combines survey data and a patented 

econometric model to precisely measure the customer satisfaction of 

website users, identify specific areas for improvement and determine 

the impact of those improvements on customer satisfaction and future 

customer behaviors.

    The ACSI is the only cross-agency methodology for obtaining 

comparable measures of customer satisfaction with Federal government 

programs and/or websites. 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, including those from the Federal government.

    The ACSI E-Government Website Customer Satisfaction Surveys will be 

completed subject to the Privacy Act of 1974, Public Law 93-579, 

December 31, 1974 (5 U.S.C. 522a). The agency information collection 

will be used solely for the purpose of the survey. The contractor will 

not be authorized to release any agency information obtained through 

surveys without first obtaining permission from the Federal Consulting 

Group and the participating agency. In no case will 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 sufficient to randomly select website visitors as potential 

survey respondents.

    There is no other agency or organization 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.

    Current Actions: Proposed renewal of collection of information.

    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 agency websites 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: 

275.

    Respondents: 1,375,000.

    Annual responses: 1,375,000.

    Frequency of Response: Once per survey.

    Average minutes per response: 2.5.

    Burden hours: 57,292 hours.





[[Page 44352]]





    Note:  it is expected that the first year there will be 

approximately 225 surveys submitted, the second year 275 surveys 

submitted, and the third year 325 surveys submitted due to expected 

growth in the program. The figures above represent an expected 

average per year over the three-year period.



    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 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 ADDRESSES 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 the 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: July 19, 2011.

Ronald M. Oberbillig,

Chief Operating Officer, Federal Consulting Group.

[FR Doc. 2011-18710 Filed 7-22-11; 8:45 am]

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