[Federal Register Volume 77, Number 39 (Tuesday, February 28, 2012)]
[Notices]
[Pages 12073-12074]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2012-4631]



[[Page 12073]]

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

 DEPARTMENT OF THE INTERIOR

Office of the Secretary


Proposed Renewal of Information Collection: American Customer 
Satisfaction Index (ACSI) Government Customer Satisfaction Survey

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

ACTION: Notice and request for comments.

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

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) Government Customer 
Satisfaction Survey.

DATES: Consideration will be given to all comments received by April 
30, 2012.

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 email 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: Rick Tate, 1849 C St. NW., MS 314, 
Washington, DC 20240-0001, or call him on (202) 513-7655, or send an 
email to [email protected].

SUPPLEMENTARY INFORMATION: 
    Title: American Customer Satisfaction Index (ACSI) Government 
Customer Satisfaction Survey.
    OMB Control Number: 1090-0007.

Abstract

    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 ACSI 
organization to offer the methodology 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 ACSI organization 
which produces the American Customer Satisfaction Index (ACSI) for 
different economic sectors and as an annual benchmark for customer 
service in the U.S. Government. 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. In 
2008, the ACSI became an independent organization that continues to 
monitor and benchmark 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.
    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 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: 
125.
    Respondents: 43,750.
    Annual responses: 43,750.
    Frequency of Response: Once per survey.
    Average minutes per response: 12.0.
    Burden hours: 8,750 hours.

    Note: It is expected that the first year there will be 
approximately 100 surveys submitted, the second year 125 surveys 
submitted, and the third year 150 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

[[Page 12074]]

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 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.

Ron Oberbillig,
Chief Operating Officer, Federal Consulting Group.
[FR Doc. 2012-4631 Filed 2-27-12; 8:45 am]
BILLING CODE 4310-RK-P