[Federal Register Volume 86, Number 160 (Monday, August 23, 2021)]
[Notices]
[Pages 47134-47135]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-17947]


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DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration


Intent To Request Revision 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, 
that we will submit to OMB for a revision 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 with their 
aviation security screening experience in an effort to manage TSA's 
performance at the airport more efficiently.

DATES: Send your comments by October 22, 2021.

ADDRESSES: Comments may be emailed to [email protected] or delivered 
to the TSA PRA Officer, Information Technology (IT), TSA-11, 
Transportation Security Administration, 6595 Springfield Center Drive, 
Springfield, VA 20598-6011.

FOR FURTHER INFORMATION CONTACT: Christina A. Walsh at the above 
address, or by telephone (571) 227-2062.

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 will be 
available at http://www.reginfo.gov upon its submission to OMB. 
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 at airports nationwide 
and now seeks approval to continue this effort. The surveys are 
administered using an intercept methodology. The intercept methodology 
uses TSA personnel who are not in uniform to approach passengers 
immediately following their screening experience and offer, but not 
require, the opportunity to complete a survey. The surveyors will have 
IDs displayed, showing they are Government employees or contractors. 
TSA uses the intercept methodology to randomly select passengers to 
complete the survey (such as by approaching 1 out of every 10 
passengers in a given screening area) in an effort to gain survey data 
representative of the most relevant passenger demographics to capture 
data from a wide range of passengers, 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.
    Each survey includes no more than 10 questions. All questions 
concern aspects of the passenger's security screening experience and 
are designed to help TSA identify areas in need of improvement. 
Participation is always voluntary.
    Before each survey collection at an airport, TSA personnel 
determine whether to offer individuals a chance to participate using a 
printed card, an online portal accessed with a QR code link, or using a 
tablet or similar device. The method selected is usually based on the 
objective of a particular collection. For example, if internet access 
is limited, a paper based survey would be more appropriate than using 
tablets displaying an online survey. Passengers may be given an 
opportunity to respond in writing to the survey questions on the 
customer satisfaction card and depositing the card in a drop-box at the 
airport. In other situations, passengers may be provided an opportunity 
to follow a QR code link to an online survey or following a link listed 
on a printed card to an online survey).
    OMB previously approved a total of 82 questions from which the 
survey questions were selected. TSA is reducing the number of questions 
to 46 and revising the list of questions to align with OMB Circular No. 
A-11's focus areas, such as trust and overall satisfaction, and allow 
for more meaningful data collection. The new set of questions also 
creates flexibility to

[[Page 47135]]

adapt the questions to new and emerging technology. TSA collects this 
information to continue to assess customer satisfaction in an effort to 
manage TSA employee performance more efficiently. TSA is requesting 
approval of the revision of the information collection.
    TSA personnel have the capability to conduct this survey at 
approximately 25 airports each year. Based on prior survey data and 
research, TSA estimates 384 responses from the passengers at each 
airport. The average number of respondents is estimated to be 9,600 per 
year (384 passengers x 25 airports). TSA estimates that the time it 
takes to complete the survey either online or by writing on the form 
ranges from 3 to 7 minutes, with an average of 5 minutes (0.083 hours) 
per respondent. Therefore, the annual burden is 800 hours (9,600 
responses x 0.083 hours).

    Dated: August 17, 2021.
Christina A. Walsh,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2021-17947 Filed 8-20-21; 8:45 am]
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