[Federal Register Volume 78, Number 46 (Friday, March 8, 2013)]
[Notices]
[Pages 14961-14962]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-05441]


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DEPARTMENT OF AGRICULTURE

Rural Housing Service


Notice of Request for Collection of Public Information With the 
Use of a Survey

AGENCY: Rural Development, USDA.

ACTION: Proposed collection; comments requested.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this 
notice announces the Rural Development's intention to request clearance 
for continuation of information collection to measure the quality of 
loan servicing provided by the Rural Development, Centralized Servicing 
Center (CSC) in St. Louis, MO.

DATES: Comments on this notice must be received by May 7, 2013 to be 
assured of consideration.

FOR FURTHER INFORMATION CONTACT: Terrie Barton, Customer Service Branch 
Director, Centralized Servicing Center, 4300 Goodfellow Blvd., Mail 
Code FC 25, St. Louis, Missouri 63120-1703, phone: (314) 457-5133, 
email: [email protected].

SUPPLEMENTARY INFORMATION: 
    Title: Rural Development--Customer Satisfaction Survey.
    Type of Request: Continuation of information collection.
    OMB No.: 0575-0187.
    Abstract: USDA, Rural Development provides insured loans to low- 
and moderate-income applicants located in rural geographic areas to 
assist them in obtaining decent, sanitary and safe dwellings. Rural 
Development currently processes loan originations through approximately 
542 Field Offices. The Rural Development, Centralized Servicing Center 
(CSC), located in St. Louis, Missouri, provides support to the Field 
Offices and is responsible for loan servicing functions for Single 
Family Housing direct loan program borrowers. The CSC was established 
to achieve a high level of customer service and operating efficiency. 
The CSC has established a fully integrated call center and is able to 
provide borrowers with convenient access to their loan account 
information.
    To facilitate CSC's mission and in an effort to continuously 
improve service delivery, a survey has been developed that will measure 
the change in quality of service that borrower's receive when they 
contact the CSC. Four previous surveys have been completed under prior 
authorization. Respondents will only need to report information on a 
one-time basis.
    The results of the survey will provide a general satisfaction level 
among borrowers throughout the nation. The data analysis will provide 
comparisons to prior surveys and reveal areas of increased satisfaction 
as well as areas in need of improvement. CSC's goal is to continuously 
improve program delivery, accessibility and overall customer service 
satisfaction. A follow up survey will be conducted in 24-36 months, but 
may or may not be sent to the same initial respondents. Additionally, 
in accordance with Government Performance and Results Act (GPRA), the 
survey will enable CSC to measure the results and overall effectiveness 
of customer services provided as well as implement action plans and 
measure improvements.
    Estimate of Burden: Public reporting burden for this collection of 
information is estimated to average 10 minutes per response.
    Respondents: Rural Development, SFH Program Borrowers.
    Estimated Number of Respondents: 6,000.
    Estimated Number of Responses per Respondent: 1.

[[Page 14962]]

    Estimated Number of Responses: 6,000.
    Estimated Total Annual Burden on Respondents: 960.
    Copies of this information collection can be obtained from Jeanne 
Jacobs, Regulations and Paperwork Management Branch, Support Services 
Division at (202) 692-0040.

Comments

    Comments are invited on: (a) Whether the proposed collection of 
information is necessary for the proper performance of the functions of 
the agency, including whether the information will have practical 
utility; (b) the accuracy of agency's estimate of the burden of the 
proposed collection of information including 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 the use of appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology. Comments may be sent to Jeanne Jacobs, 
Regulations and Paperwork Management Branch, Support Services Division, 
U.S. Department of Agriculture, Rural Development, STOP 0742, 1400 
Independence Ave. SW., Washington, DC 20250-0742. All responses to this 
notice will be summarized and included in the request for OMB approval. 
All comments will also become a matter of public record.

     Dated: February 22, 2013.
Tammye H. Trevi[ntilde]o,
Administrator, Housing and Community Facilities Programs.
[FR Doc. 2013-05441 Filed 3-7-13; 8:45 am]
BILLING CODE 3410-XV-P