[Federal Register Volume 78, Number 104 (Thursday, May 30, 2013)]
[Notices]
[Pages 32416-32417]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-12778]


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DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration


Intent To Request Renewal From OMB of One Current Public 
Collection of Information: Aviation Security Customer Satisfaction 
Performance Measurement Passenger Survey

AGENCY: Transportation Security Administration, DHS.

ACTION: 60-day notice.

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SUMMARY: The Transportation Security Administration (TSA) invites 
public comment on one currently approved Information Collection Request 
(ICR), Office of Management and Budget (OMB) control number 1652-0013, 
abstracted below that we will submit to OMB for renewal in compliance 
with the Paperwork Reduction Act (PRA). The ICR describes the nature of 
the information collection and its expected burden. The collection 
involves surveying travelers to measure customer satisfaction of 
aviation security in an effort to more efficiently manage airport 
performance.

DATES: Send your comments by July 29, 2013.

ADDRESSES: Comments may be emailed to [email protected] or delivered to 
the TSA PRA Officer, Office of Information Technology (OIT), TSA-11, 
Transportation Security Administration, 601 South 12th Street, 
Arlington, VA 20598-6011.

FOR FURTHER INFORMATION CONTACT: Susan L. Perkins at the above address, 
or by telephone (571) 227-3398.

SUPPLEMENTARY INFORMATION:

Comments Invited

    In accordance with the Paperwork Reduction Act of 1995 (44 U.S.C. 
3501 et seq.), an agency may not conduct or sponsor, and a person is 
not required to respond to, a collection of information unless it 
displays a valid OMB control number. The ICR documentation is available 
at http://www.reginfo.gov. Therefore, in preparation for OMB review and 
approval of the following information collection, TSA is soliciting 
comments to--
    (1) Evaluate whether the proposed information requirement is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    (2) Evaluate the accuracy of the agency's estimate of the burden;
    (3) Enhance the quality, utility, and clarity of the information to 
be collected; and
    (4) Minimize the burden of the collection of information on those 
who are to respond, including using appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology.

Information Collection Requirement

    OMB Control Number 1652-0013; Aviation Security Customer 
Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's 
approval, has conducted surveys of passengers and now seeks approval to 
continue this effort. TSA plans to conduct passenger surveys at 
airports nationwide. The surveys will be administered using an 
intercept methodology. The intercept methodology uses TSA personnel who 
are not in uniform to hand deliver paper survey forms to passengers 
immediately following the passenger's experience with the TSA's 
checkpoint security functions. Passengers are invited, though not 
required, to complete and return the survey using either an online

[[Page 32417]]

portal or by responding in writing to the survey questions on the 
customer satisfaction card and depositing the card in a drop-box at the 
airport or using U.S. mail; TSA personnel decide the method by which 
passengers will be asked to complete and return the survey. TSA uses 
the intercept methodology to randomly select passengers to complete the 
survey in an effort to gain survey data representative of all passenger 
demographics--including passengers who--
     Travel on weekdays or weekends;
     Those who travel in the morning, mid-day, or evening;
     Those who pass through each of the different security 
screening locations in the airport;
     Those who are subject to more intensive screening of their 
baggage or person; and
     Those who experience different volume conditions and wait 
times as they proceed through the security checkpoints.

The survey includes 10 to 15 questions. Each question promotes a 
quality response so that TSA can identify areas in need of improvement. 
All questions concern aspects of the passenger's security screening 
experience.
    TSA collects this information in order to continue to assess 
customer satisfaction in an effort to more efficiently manage TSA 
employee performance. In its future surveys, TSA wishes to obtain more 
detailed, airport-specific data that TSA will use to enhance customer 
experiences and TSA employee performance. In order to gain more 
detailed information regarding customer experiences, TSA is submitting 
84 questions to OMB for approval. Eighty-one questions have been 
previously approved by OMB and three questions are being submitted to 
OMB for the first time. The new questions will allow TSA to better 
measure customer satisfaction with Risk-Based Security, an effort to 
focus TSA resources and improve the passenger experience at security 
checkpoints by applying new intelligence-driven, risk-based screening 
procedures and enhancing the use of technology. Since there are some 
passengers who present a low level of risk, Risk-Based Security allows 
TSA to focus resources on higher-risk or unknown travelers, thereby 
increasing the level of security.
    Each survey question seeks to gain information regarding one of the 
following categories:

 Confidence in Personnel
 Confidence in Screening Equipment
 Confidence in Security Procedures
 Convenience of Divesting
 Experience at Checkpoint
 Satisfaction with Wait Time
 Separation from Belongings
 Separation from Others in Party
 Stress Level
    TSA personnel use a random method to select passengers to 
voluntarily participate in the survey until TSA obtains the desired 
sample size. The samples may be selected with one randomly selected 
time and location or span multiple times and locations. Designated TSA 
personnel at each airport may choose one or more of the following 
sample methods when planning the survey, which include a business card 
that directs customers to an online portal, a customer satisfaction 
card with survey questions on the card, or a customer satisfaction card 
with survey questions on the card and a link to the online portal. All 
responses are voluntary and there is no burden on passengers who choose 
not to respond.
    TSA personnel at airports have the capability to conduct this 
survey. We estimate that TSA personnel at 25 airports will conduct the 
survey each year. Based on prior survey data and research, TSA assumes 
a maximum volume for the survey would be 1,000 surveys per airport. We 
assume the burden on passengers who choose to respond to be 
approximately five minutes per respondent. Therefore, 1,000 surveys x 
25 airports = 25,000 respondents a year, the total burden is 25,000 x 5 
= 125,000 minutes, or 2,083.3 hours per year.

    Dated: May 23, 2013.
Susan L. Perkins,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2013-12778 Filed 5-29-13; 8:45 am]
BILLING CODE 9110-05-P