[Federal Register Volume 78, Number 44 (Wednesday, March 6, 2013)]
[Notices]
[Pages 14549-14550]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-05165]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0278; Docket 2012-0001; Sequence 19]


National Contact Center; Information Collection; National Contact 
Center Customer Evaluation Survey

AGENCY: Contact Center Services, Federal Citizen Information Center, 
Office of Citizen Services and Innovative Technologies, General 
Services Administration.

ACTION: Notice of request for comments regarding an extension to an 
existing OMB clearance.

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SUMMARY: Under the provisions of the Paperwork Reduction Act, the 
General Services Administration will be submitting to the Office of 
Management and Budget (OMB) a request to review and approve an 
extension of a previously approved information collection requirement 
regarding the National Contact Center customer evaluation surveys. In 
this request, the previously approved surveys have been supplemented 
with surveys that will temporarily replace those existing surveys for 
one period of several months. These temporary surveys will allow the 
National Contact Center to compare its customer service levels to those 
of private industry contact centers.

DATES: Submit comments on or before: May 6, 2013.

FOR FURTHER INFORMATION CONTACT: Tonya Beres, Federal Information 
Specialist, Office of Citizen Services and Communications, at telephone 
(202) 501-1803 or via email to [email protected].

ADDRESSES: Submit comments identified by Information Collection 3090-
0278, National Contact Center Evaluation Survey, by any of the 
following methods:
     Regulations.gov: http://www.regulations.gov. Submit 
comments via the Federal eRulemaking portal by searching the OMB 
control number. Select the link ``Submit a Comment'' that corresponds 
with ``Information Collection 3090-0278, National Contract

[[Page 14550]]

Center Evaluation Survey''. Follow the instructions provided at the 
``Submit a Comment'' screen. Please include your name, company name (if 
any), and ``Information Collection 3090-0278, National Contract Center 
Evaluation Survey'' on your attached document.
     Fax: 202-501-4067.
     Mail: General Services Administration, Regulatory 
Secretariat (MVCB), 1275 First Street NE., Washington, DC 20417. ATTN: 
Hada Flowers/IC 3090-0278, National Contract Center Evaluation Survey.
    Instructions: Please submit comments only and cite Information 
Collection 3090-0278, National Contract Center Evaluation Survey, in 
all correspondence related to this collection. All comments received 
will be posted without change to http://www.regulations.gov, including 
any personal and/or business confidential information provided.

SUPPLEMENTARY INFORMATION: 

A. Purpose

    This information collection will be used to assess the public's 
satisfaction with the National Contact Center service, to assist in 
increasing the efficiency in responding to the public's need for 
Federal information, and to assess the effectiveness of marketing 
efforts.

B. Annual Reporting Burden

    Temporary Telephone survey (One year only):
    Respondents: 300.
    Responses per Respondent: 1.
    Annual Responses: 300.
    Hours per Response: 0.116.
    Total Burden Hours: 35.
    permanent Telephone Survey:
    Respondents (Year one): 900.
    Respondents (subsequent years): 1000.
    Responses per Respondent: 1.
    Annual Responses (year one): 900.
    Annual Responses (subsequent years): 1000.
    Hours per Response: 0.033.
    Total Burden Hours (year one): 30.
    Total Burden Hours (subsequent years): 33.33.
    Temporary Email survey (One year only):
    Respondents: 600.
    Responses per Respondent: 1.
    Annual Responses: 600.
    Hours per Response: 0.0833.
    Total Burden Hours: 50.
    permanent Email Survey:
    Respondents (Year one): 960.
    Respondents (subsequent years): 1560.
    Responses per Respondent: 1.
    Annual Responses (year one): 960.
    Annual Responses (subsequent years): 1560.
    Hours per Response: 0.05.
    Total Burden Hours (year one): 48.
    Total Burden Hours (subsequent years): 78.
    Temporary Web Chat survey (One year only):
    Respondents: 400.
    Responses per Respondent: 1.
    Annual Responses: 400.
    Hours per Response: 0.0833.
    Total Burden Hours: 33.33.
    permanent Web Chat Survey:
    Respondents (Year one): 440.
    Respondents (subsequent years): 840.
    Responses per Respondent: 1.
    Annual Responses (year one): 440.
    Annual Responses (subsequent years): 840.
    Hours per Response: 0.05.
    Total Burden Hours (year one): 22.
    Total Burden Hours (subsequent years): 42.
    Total Annual Respondents (year one): 3600.
    Total Annual Respondents (year one)
    Total Burden Hours (Combined, Year One): 218.
    Total Burden Hours (Combined, Subsequent Years): 153.33.
    Obtaining Copies of Proposals: Requesters may obtain a copy of the 
information collection documents from the General Services 
Administration, Regulatory Secretariat (MVCB), 1275 First Street NE., 
Washington, DC 20417, telephone (202) 501-4755. Please cite OMB Control 
No. 3090-0278, National Contact Center Customer Evaluation Survey, in 
all correspondence.

    Dated: February 25, 2013.
Casey Coleman,
Chief Information Officer.
[FR Doc. 2013-05165 Filed 3-5-13; 8:45 am]
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