[Federal Register Volume 78, Number 148 (Thursday, August 1, 2013)]
[Notices]
[Pages 46594-46595]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-18483]


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DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration


Extension of Agency Information Collection Activity Under OMB 
Review: Aviation Security Customer Satisfaction Performance Measurement 
Passenger Survey

AGENCY: Transportation Security Administration, DHS.

ACTION: 30-day notice.

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SUMMARY: This notice announces that the Transportation Security 
Administration (TSA) has forwarded the Information Collection Request 
(ICR), Office of Management and Budget (OMB) control number 1652-0013, 
abstracted below to OMB for review and approval of an extension of the 
currently approved collection under the Paperwork Reduction Act (PRA). 
The ICR describes the nature of the information collection and its 
expected burden. TSA published a Federal Register notice, with a 60-day 
comment period soliciting comments, of the following collection of 
information on May 30, 2013, 78 FR 32416. The collection involves 
surveying travelers to measure customer satisfaction of aviation 
security in an effort to more efficiently manage its security screening 
performance at airports.

DATES: Send your comments by September 3, 2013. A comment to OMB is 
most effective if OMB receives it within 30 days of publication.

ADDRESSES: Interested persons are invited to submit written comments on 
the proposed information collection to the Office of Information and 
Regulatory Affairs, OMB. Comments should be addressed to Desk Officer, 
Department of Homeland Security/TSA, and sent via electronic mail to 
[email protected] or faxed to (202) 395-6974.

FOR FURTHER INFORMATION CONTACT: Susan L. Perkins, TSA PRA Officer, 
Office of Information Technology (OIT), TSA-11, Transportation Security 
Administration, 601 South 12th Street, Arlington, VA 20598-6011; 
telephone (571) 227-3398; email [email protected].

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

[[Page 46595]]

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

    Title: Aviation Security Customer Satisfaction Performance 
Measurement Passenger Survey.
    Type of Request: Extension of a currently approved collection.
    OMB Control Number: 1652-0013.
    Forms(s): Survey.
    Affected Public: Travelling public.
    Abstract: 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 TSA's checkpoint 
security functions. Passengers are invited, though not required, to 
complete and return the survey using either an online 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;
     Travel in the morning, mid-day, or evening;
     Pass through each of the different security screening 
locations in the airport;
     Are subject to more intensive screening of their baggage 
or person; and
     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 intends to collect this information in order to continue to 
assess customer satisfaction in an effort to more efficiently manage 
its security screening performance at airports. In its future surveys, 
TSA wishes to obtain more detailed, airport-specific data that TSA can 
use to enhance customer experiences and its performance at specific 
airports. 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 random procedures 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.

    Number of Respondents: 25,000.
    Estimated Annual Burden Hours: An estimated 2083.3 hours annually.

    Dated: July 26, 2013.
Susan L. Perkins,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2013-18483 Filed 7-31-13; 8:45 am]
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