[Federal Register Volume 77, Number 196 (Wednesday, October 10, 2012)]
[Notices]
[Pages 61623-61624]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2012-24763]


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DEPARTMENT OF THE INTERIOR

Office of the Secretary


Proposed Renewal of Information Collection: 1090-0007, American 
Customer Satisfaction Index (ACSI) Government Customer Satisfaction 
Surveys

AGENCY: Office of the Secretary, National Business Center, Federal 
Consulting Group.

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 for the American Customer 
Satisfaction Index (ACSI) Government Customer Satisfaction Surveys 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 November 9, 2012, 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: Desk 
Office for the Department of the Interior (OMB1090-0007) 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 Customer 
Satisfaction Surveys (OMB 1090-0007).

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 (202) 513-7655, or email to 
[email protected]. To see a copy of the entire ICR submitted to 
OMB, go to: http://www.reginfo.gov and select Information Collection 
Review, Currently Under Review.

SUPPLEMENTARY INFORMATION: 

I. Abstract

    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 [see 5 CFR 1320.8(d)]. The 
Office of the Secretary, National Business Center, Federal Consulting 
Group 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 is operating under 
a currently valid OMB control number. The OMB control number for this 
collection is 1090-0007. 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.

II. Data

    (1) Title: ``Customer Satisfaction Surveys''.
    OMB Control Number: 1090-0007.
    Current Expiration Date: October 31, 2012.
    Type of Review: Information Collection Renewal.
    Affected Entities: Individuals and Households, Businesses and 
Organizations, and State, Local or Tribal Government.
    Estimated annual 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 responses: Once per survey.
    (2) Annual reporting and recordkeeping burden:
    Total annual reporting per response: 12.0 minutes.
    Total number of estimated responses: 43,750.
    Total annual reporting: 8,750 hours. Note: it is expected that the 
first year

[[Page 61624]]

there will be approximately 100 surveys initiated, the second year 125 
surveys initiated, and the third year 150 surveys initiated based on 
prior experience and expected growth in the program. These figures 
above represent an expected average per year over the three-year 
period.
    (3) Description of the need and use of the information: 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 American 
Customer Satisfaction Index (ACSI) to offer the ACSI 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 American Customer 
Satisfaction Index, an independent organization which produces the 
American Customer Satisfaction Index (ACSI). This national indicator is 
developed for different economic sectors each quarter, which are then 
published in The Wall Street Journal. 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. It 
monitors and benchmarks 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 subject 
to the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5 
U.S.C. 552a). 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.
    As required under 5 CFR 1320.8(d), a Federal Register notice 
soliciting comments on the collection of information was published on 
February 28, 2012 (77 FR 12073-74). No comments were received. This 
notice provides the public with an additional 30 days in which to 
comment on the proposed information collection activity.

III. Request for Comments

    The Departments invite comments on:
    (a) Whether the collection of information is necessary for the 
proper performance of the functions of the agencies, including whether 
the information will have practical utility;
    (b) The accuracy of the agencies' estimate of the burden of the 
collection and the validity of the methodology and assumptions used;
    (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 
those who are to respond, including through the use of appropriate 
automated, electronic, mechanical, or other collection techniques or 
other forms of information techniques.
    ``Burden'' means the total time, effort, and 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, with names and addresses, will be available 
for public inspection. 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. If you wish to view 
any comments received, you may do so by scheduling an appointment with 
the National Business Center, Federal Consulting Group by calling (202) 
513-7655. A valid picture identification is required for entry into the 
Department of the Interior.
    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. 2012-24763 Filed 10-9-12; 8:45 am]
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