[Federal Register Volume 80, Number 52 (Wednesday, March 18, 2015)]
[Notices]
[Pages 14154-14156]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2015-06240]


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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 Surveys (Formerly American 
Customer Satisfaction Index (ACSI) E-Government Web Site Customer 
Satisfaction Surveys)

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

ACTION: Notice and request for comments.

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SUMMARY: In compliance with section 3506(c)(2)(A) of the Paperwork 
Reduction Act of 1995, the Federal Consulting Group within the 
Department of the Interior announces that it has submitted a request 
for a proposed extension of information collection for the E-Government 
Web site Customer Satisfaction Surveys to the Office of Management and 
Budget, and requests public comments on this submission. The 
information collection request describes the nature of the information 
collection and the expected burden and cost.

[[Page 14155]]


DATES: Office of Management and Budget has up to 60 days to approve or 
disapprove the information collection request, but may respond after 30 
days; therefore, public comments should be submitted to Office of 
Management and Budget by April 17, 2015, in order to be assured of 
consideration.

ADDRESSES: Send your written comments by facsimile to (202) 395-5806 or 
email ([email protected]) to the Office of Information and 
Regulatory Affairs, Office of Management and Budget, Attention: Desk 
Office for the Department of the Interior (1090-0008). Also, please 
send a copy of your comments to Federal Consulting Group, Attention: 
Richard Tate, 1849 C St. NW., MS 2256, Washington, DC 20240-0001, or by 
facsimile to (202) 513-7686, or via email to [email protected]. 
Individuals providing comments should reference E-Government Web site 
Customer Satisfaction Surveys (OMB ID: 1090-0008).

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 provided in the ADDRESSES 
section above). You may also review the information collection request 
online at http://www.reginfo.gov/public/do/PRAMain.

SUPPLEMENTARY INFORMATION: 

I. Abstract

    The Office of Management and Budget regulation at 5 CFR part 1320, 
which implements the provisions of the Paperwork Reduction Act of 1995 
(Pub. L. 104-13), require that interested members of the public and 
affected agencies have an opportunity to comment on information 
collection and recordkeeping activities [see 5 CFR 1320.8(d)]. The 
Office of Strategic Employee and Organization Development, Federal 
Consulting Group has submitted a request to Office of Management and 
Budget to renew its approval of this collection of information for 
three years.
    This information collection activity provides a means to 
consistently assess, benchmark, and improve customer satisfaction with 
Federal Government 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 
to offer this assessment to federal agencies.
    ForeSee is a leader in customer satisfaction and customer 
experience management on the Web and related media. Its methodology 
(Customer Experience Analytics or CXA) is a derivative of one of the 
most respected, credible, and well known measures of customer 
satisfaction in the country, the American Customer Satisfaction Index 
(ACSI). The ForeSee CXA 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 is the only cross-agency methodology for obtaining 
comparable measures of customer satisfaction with Federal Government 
Web sites. The ultimate purpose of ForeSee CXA 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 collection 
will be used solely for the purpose of the survey. The contractor will 
not be authorized to release any agency information upon completion of 
the survey without first obtaining permission from the Federal 
Consulting Group and the participating agency. In no case shall 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 used to randomly selected respondents from 
among established systems of records provided for such routine uses.
    There is no other agency or organization able to provide the 
information 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 making the best use of resources in a 
targeted manner to improve service to the public.
    This survey asks no questions of a sensitive nature, such as sexual 
behavior and attitudes, religious beliefs, or other matters that are 
commonly considered private.
    An agency may not conduct or sponsor, and a person is not required 
to respond to, a collection of information unless it is operating under 
a currently valid Office of Management and Budget control number. The 
Office of Management and Budget control number for this collection is 
1090-0008. The control number will be displayed on the surveys used. 
For expeditious administration of the surveys, the expiration date will 
not be displayed on the individual instruments. Response to the surveys 
is voluntary.

II. Data

    (1) Title: American Customer Satisfaction Index (ACSI) E-Government 
Web Site Customer Satisfaction Surveys.
    OMB Control Number: 1090-0008.
    Current Expiration Date: March 31, 2015.
    Frequency of Collection: Once per survey.
    Description of Respondents: Individuals, Business, and State, 
Local, or Tribal Governments who have visited Federal Government Web 
sites.
    Type of Review: Renewal.
    (2) Annual Reporting and Record Keeping Burden.
    Total Annual Burden Hours: 52,083.
    Estimated Number of Respondents: Participation by Federal agencies 
will vary as new Web sites are added or deleted. However, based on our 
experience from the previous three-year approval period, the number of 
surveys has been very consistent with little change and estimate for 
the next three years are as follows:
    Average Expected Annual Number of Customer Satisfaction Surveys: 
250.
    Respondents: 5,000 per survey.
    Annual Responses: 1,250,000.
    Frequency of Response: Once per survey.
    Average Minutes per Response: 2.5.
    Burden Hours: 52,083 hours.
    (3) Description of the Need and Use of the Information: The 
proposed renewal of this information collection activity provides a 
means to consistently assess, benchmark and improve customer 
satisfaction with Federal government agency Web sites within the 
Executive Branch.
    (4) As required under 5 CFR 1320.8(d), a Federal Register notice 
soliciting comments on the collection of information was published on 
November 18, 2014 (79 FR 68688-89). No comments were received. This 
notice provides the public with an additional 30 days in which to 
comment on the proposed information collection activity.
    Request for Comments: Comments submitted in response to this notice 
will be summarized and/or included in the request for Office of 
Management and Budget approval. Comments are invited on: (a) Whether 
the collection of information is necessary for the proper

[[Page 14156]]

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 the 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: March 12, 2015.
Jessica Reed,
Director, Federal Consulting Group.
[FR Doc. 2015-06240 Filed 3-17-15; 8:45 am]
 BILLING CODE 4334-12-P