[Federal Register Volume 76, Number 224 (Monday, November 21, 2011)]
[Notices]
[Pages 71997-71998]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2011-29979]


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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 Web Site Customer 
Satisfaction Surveys

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

ACTION: Notice and request for comments.

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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 December 21, 2011, in order to 
be assured of consideration.

ADDRESSES: Send your written comments by facsimile to (202) 395-5806 or 
email ([email protected]) to the Office of Information and 
Regulatory Affairs, Office of Management and Budget, Attention: 
Department of the Interior (OMB 1090-0008) Desk Officer. Also, please 
send a copy of your comments to Federal Consulting Group, Attention: 
Richard Tate, 1849 C St, NW MS 314, Washington, DC 20240-0001, or by 
facsimile to (202) 513-7686, or via email to [email protected]. 
Individuals providing comments should reference Web site 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: Richard Tate, 1849 C St, NW MS 314, 
Washington, DC 20240-0001, or call him on (202) 513-7655, send an email 
to [email protected], or visit http://www.reginfo.gov.

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. 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 displays a 
currently valid OMB control number. The OMB control number for this 
collection is 1090-0008. 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: American Customer Satisfaction Index (ACSI) E-Government Web 
site Customer Satisfaction Surveys.
    OMB Control Number: 1090-0008.


[[Page 71998]]


SUMMARY: This information collection activity provides a means to 
consistently assess, benchmark and improve customer satisfaction with 
Federal government agency Web sites 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 
to offer this assessment to federal agencies.
    ForeSee is a leader in customer satisfaction and customer 
experience management on the web and related media. 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 Web site 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 Web sites. 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 Web site Customer Satisfaction Surveys will 
be completed 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 visited Government 
Web sites.
    Total Annual Burden Hours: 57,292.
    Current Expiration Date: December 31, 2011.
    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: 
275.
    Respondents: 1,375,000.
    Annual Responses: 1,375,000.
    Average Minutes per Response: 2.5.

    Note: it is expected that the first year there will be 
approximately 225 surveys initiated, the second year 275 surveys 
initiated, and the third year 325 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 
July 25, 2011 (Vol. 76, No. 142. Pages 44351-44352). 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 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 ``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.

    Dated: November 14, 2011.
Ron Oberbillig,
Chief Operating Officer, Federal Consulting Group.
[FR Doc. 2011-29979 Filed 11-18-11; 8:45 am]
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