[Federal Register Volume 79, Number 222 (Tuesday, November 18, 2014)]
[Notices]
[Pages 68688-68689]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2014-27222]


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 DEPARTMENT OF THE INTERIOR

Office of the Secretary

[15XD4523WK DWK000000.000000 DS64900000 DQ.64920.15COPER]


Proposed Renewal of Information Collection: 1090-0008, E-
Government Web Site Customer Satisfaction Survey (Formerly American 
Customer Satisfaction Index (ACSI) E-Government Web Site Customer 
Satisfaction Survey)

AGENCY: Office of Strategic Employee and Organization Development, 
Federal Consulting Group, Interior.

ACTION: Notice and request for comments.

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SUMMARY: The Department of the Interior, as part of its continuing 
effort to reduce paperwork and respondent burden, invites the general 
public and other Federal Agencies to take this opportunity to comment 
on proposed and/or continuing information collections, as required by 
the Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 
3506(c)(2)(A)). Currently, the Federal Consulting Group within the 
Department of the Interior is soliciting comments concerning the E-
Government Web site Customer Satisfaction Survey used by numerous 
Federal agencies to continuously assess and improve their Web sites.

DATES: Consideration will be given to all comments received by January 
20, 2015.

ADDRESSES: Written comments may be submitted to the Federal Consulting 
Group, Attention: Richard Tate, 1849 C St NW., MS MIB 2256, Washington, 
DC 20240-0001. Comments may also be sent by facsimile to (202) 513-
7686, or via email to [email protected]. Individuals providing 
comments should reference Web site Customer Satisfaction Surveys.

FOR FURTHER INFORMATION CONTACT: To request additional information or 
copies of the form(s) and instructions, please write to the Federal 
Consulting Group (see contact information in the ADDRESSES section 
above).

SUPPLEMENTARY INFORMATION:
    Title: E-Government Web site Customer Satisfaction Survey (Formerly 
American Customer Satisfaction Index (ACSI) E-Government Web site 
Customer Satisfaction Survey)
    OMB Control Number: 1090-0008
    Abstract: The proposed renewal of this information collection 
provides a means to consistently assess, benchmark and improve customer 
satisfaction with Federal Agency Web sites 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 
ForeSee Results, Inc., to offer this assessment to Federal Agencies.
    ForeSee Results is a leader in customer satisfaction and customer 
experience management on the web. Its methodology (Customer Experience 
Analytics or CXA) is a derivative of the most respected, credible, and 
well-known measure of customer satisfaction in the country, the 
American Customer Satisfaction Index (ACSI). This methodology combines 
survey data and a patented econometric model to precisely measure the 
customer satisfaction of Web site users, identify specific areas for 
improvement and determine the impact of those improvements on customer 
satisfaction and future customer behaviors.
    The ForeSee CXA methodology is the only cross-agency methodology 
for obtaining comparable measures of customer satisfaction with Federal 
Government Web sites. The ultimate purpose of this methodology is to 
help improve the quality of goods and services available to American 
citizens, including those from the Federal Government.
    The E-Government Web site Customer Satisfaction Surveys will be 
completed subject to the Privacy Act of 1974, Public Law 93-579, 
December 31, 1974 (5 U.S.C. 522a). The agency information

[[Page 68689]]

collection will be used solely for the purpose of the survey. The 
contractor will not be authorized to release any agency information 
obtained through surveys without first obtaining permission from the 
Federal Consulting Group and the participating agency. In no case will 
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 sufficient to randomly select Web 
site visitors as potential survey respondents.
    There is no other agency or organization 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.
    Current Actions: Proposed renewal of collection of information.
    Type of Review: Renewal.
    Affected Public: Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Estimated Number of Respondents: Participation by Federal Agencies 
in the E-Government Index is expected to vary as agency Web sites 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: 
225.
    Respondents: 1,125,000.
    Annual responses: 1,125,000.
    Frequency of Response: Once per survey.
    Average minutes per response: 2.5.
    Burden hours: 46,875 hours.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for OMB approval. 
Comments are invited on: (a) whether the collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information shall have practical utility; (b) the 
accuracy of the agency's estimate of the burden of the collection of 
information; (c) ways to enhance the quality, utility, and clarity of 
the information to be collected; (d) ways to minimize the burden of the 
collection of information on respondents, including through the use of 
automated collection techniques or other forms of information 
technology; and (e) estimates of capital or start-up costs and costs of 
operation, maintenance, and purchase of services to provide 
information.Burden means the total time, effort, or 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 will be available for public inspection by 
appointment with the Federal Consulting Group at the contact 
information given in the ADDRESSES section. The comments, with names 
and addresses, will be available for public view during regular 
business hours. 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 extent allowable by law.
    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.

    Dated: November 10, 2014.
Jessica Reed,
Director, Federal Consulting Group.
[FR Doc. 2014-27222 Filed 11-17-14; 8:45 am]
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