[Federal Register Volume 86, Number 77 (Friday, April 23, 2021)]
[Notices]
[Pages 21762-21763]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-08427]


-----------------------------------------------------------------------

DEPARTMENT OF THE INTERIOR

Office of the Secretary

[18XD4523WT DWT000000.000000 DS64950000 DP.64920; OMB Control Number 
1090-0008]


Agency Information Collection Activities; E-Government Website 
Customer Satisfaction Surveys

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

ACTION: Notice of information collection; request for comment.

-----------------------------------------------------------------------

SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the 
Federal Consulting Group is proposing to renew an information 
collection.

DATES: Interested persons are invited to submit comments on or before 
June 22, 2021.

ADDRESSES: Send your written comments to Federal Consulting Group 
(FCG), Attention: Lucy Adams, 1849 C St. NW, MS 4344, Washington, DC 
20240-0001, or via email to [email protected]. Individuals 
providing comments should reference 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, Attention: Lucy Adams, 1849 C St. NW, MS 4344, 
Washington, DC 20240-0001, by telephone at 202-513-7679, or via email 
to [email protected].

SUPPLEMENTARY INFORMATION: In accordance with the PRA and 5 CFR 
1320.8(d)(1), all information collections require approval under the 
PRA. We may not conduct, or sponsor and you are not required to respond 
to a collection of information unless it displays a currently valid OMB 
control number.
    As part of our continuing effort to reduce paperwork and respondent 
burdens, we invite the public and other Federal agencies to comment on 
new, proposed, revised, and continuing collections of information. This 
helps us assess the impact of our information collection requirements 
and minimize the public's reporting burden. It also helps the public 
understand our information collection requirements and provide the 
requested data in the desired format.
    We are especially interested in public comment addressing the 
following:
    (1) Whether or not the collection of information is necessary for 
the proper performance of the functions of the agency, including 
whether or not the information will have practical utility;
    (2) The accuracy of our estimate of the burden for this collection 
of information, including the validity of the methodology and 
assumptions used;
    (3) Ways to enhance the quality, utility, and clarity of the 
information to be collected; and
    (4) How might the agency minimize the burden of the collection of 
information on those who are to respond, including through the use of 
appropriate automated, electronic, mechanical, or other technological 
collection techniques or other forms of information technology, e.g., 
permitting electronic submission of response.
    Comments that you submit in response to this notice are a matter of 
public record. We will include or summarize each comment in our request 
to OMB to approve this ICR. Before including your address, phone 
number, email address, or other personal identifying information in 
your comment, you should be aware that your entire comment--including 
your personal identifying information--may be made publicly available 
at any time. While you can ask us in your comment to withhold your 
personal identifying information from public review, we cannot 
guarantee that we will be able to do so.
    Abstract: The Office of Management and Budget regulation at 5 CFR 
1320, which implements the provisions of the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.), 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)].
    This information collection activity provides a means to 
consistently assess, benchmark, and improve customer satisfaction with 
Federal government agency websites 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 ForeSee CXA methodology combines 
survey data and a patented econometric model to precisely measure the 
customer satisfaction of website users, identify specific areas for 
improvement, and determine the impact of those improvements on customer 
satisfaction and future customer behaviors.
    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 website 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.

[[Page 21763]]

    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.
    Title of Collection: E-Government Website Customer Satisfaction 
Surveys.
    OMB Control Number: 1090-0008.
    Form Number: None.
    Type of Review: Extension of a currently approved collection.
    Respondents/Affected Public: Individuals/households.
    Total Estimated Number of Annual Respondents: 250 with 5,000 
respondents per survey.
    Total Estimated Number of Annual Responses: 1,250,000.
    Estimated Completion Time per Response: 2.5 minutes.
    Total Estimated Number of Annual Burden Hours: 52,083.
    Respondent's Obligation: Voluntary.
    Frequency of Collection: Once per survey.
    Total Estimated Annual Nonhour Burden Cost: None.
    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 OMB control number.
    The authority for this action is the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.).

Jeffrey Parrillo,
Departmental Information Collection Clearance Officer.
[FR Doc. 2021-08427 Filed 4-22-21; 8:45 am]
BILLING CODE 4334-63-P