80 FR 14152 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys

DEPARTMENT OF THE INTERIOR
Office of the Secretary

Federal Register Volume 80, Issue 52 (March 18, 2015)

Page Range		14152-14154
FR Document		2015-06241

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 American Customer Satisfaction Index (ACSI) Government 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.

Federal Register, Volume 80 Issue 52 (Wednesday, March 18, 2015)

[Federal Register Volume 80, Number 52 (Wednesday, March 18, 2015)]
[Notices]
[Pages 14152-14154]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2015-06241]


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

 DEPARTMENT OF THE INTERIOR

Office of the Secretary

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


Proposed Renewal of Information Collection: 1090-0007, American 
Customer Satisfaction Index (ACSI) Government Customer Satisfaction 
Surveys

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

[[Page 14153]]


ACTION: Notice and request for comments.

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

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 American 
Customer Satisfaction Index (ACSI) Government 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.

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 (OIRA_Submission@omb.eop.gov) to the Office of Information and 
Regulatory Affairs, Office of Management and Budget, Attention: Desk 
Office for the Department of the Interior (1090-0007). 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 Richard_Tate@ios.doi.gov. 
Individuals providing comments should reference Customer Satisfaction 
Surveys (OMB ID: 1090-0007).

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 1320, which 
implement provisions of the Paperwork Reduction Act of 1995 (Public Law 
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 the Office of Management and Budget to renew its 
approval of this collection of information for three years.
    The proposed renewal of this information collection activity 
provides a means to consistently assess, benchmark, and improve 
customer satisfaction with Federal government agency programs and/or 
services 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 the Claes Fornell International 
Group (CFI Group) and the American Customer Satisfaction Index (ACSI) 
to offer the ACSI to Federal government agencies.
    The CFI Group, a leader in customer satisfaction and customer 
experience management, offers a comprehensive model that quantifies the 
effects of quality improvements on citizen satisfaction. The CFI Group 
has developed the methodology and licenses it to the American Customer 
Satisfaction Index, an independent organization which produces the 
American Customer Satisfaction Index (ACSI). This national indicator is 
developed for different economic sectors each quarter, which are then 
published in The Wall Street Journal. The ACSI was introduced in 1994 
by Professor Claes Fornell under the auspices of the University of 
Michigan, the American Society for Quality (ASQ), and the CFI Group. 
The ACSI monitors and benchmarks customer satisfaction across more than 
200 companies and many U.S. Federal agencies.
    The ACSI is the only cross-agency methodology for obtaining 
comparable measures of customer satisfaction with Federal government 
programs and/or services. Along with other economic objectives--such as 
employment and growth--the quality of outputs (goods and services) is a 
part of measuring living standards. The ACSI's ultimate purpose is to 
help improve the quality of goods and services available to American 
citizens.
    ACSI surveys conducted by the Federal Consulting Group are subject 
to the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5 
U.S.C. 552a). The agency information collection is an integral part of 
conducting an ACSI 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 select 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 OMB control number. The Office of Management and 
Budget control number for this collection is 1090-0007. The control 
number will be displayed on the surveys used. Response to the surveys 
is voluntary.

II. Data

    (1) Title: American Customer Satisfaction Index (ACSI) Government 
Customer Satisfaction Surveys.
    OMB Control Number: 1090-0007.
    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 utilized Federal Government 
services.
    Type of Review: Renewal.
    (2) Annual reporting and record keeping burden.
    Total Annual Burden Hours: 16,000.
    Estimated Number of Respondents: Participation by Federal agencies 
in the ACSI is expected to vary as new customer segment measures 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: 
100.
    Respondents: 800 per survey.
    Annual responses: 80,000.
    Frequency of Response: Once per survey.
    Average minutes per response: 12.0.
    Burden hours: 16,000 hours.
    (3) Description of the need and use of the information: The 
proposed renewal

[[Page 14154]]

of this information collection activity provides a means to 
consistently assess, benchmark, and improve customer satisfaction with 
Federal government agency programs and/or services 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 68689-90). 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 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. 2015-06241 Filed 3-17-15; 8:45 am]
 BILLING CODE 4334-12-P

14152 Federal Register / Vol. 80, No. 52 / Wednesday, March 18, 2015 / Notices

Permit No. TE–044846 Permit No. TE–082908 longiantenna), Riverside fairy shrimp
(Streptocephalus woottoni), San Diego
Applicant: U.S. Geological Survey and Applicant: Mary Belk, New Braunfels,
fairy shrimp (Branchinecta
National Park Service, Ventura, Texas
sandiegonensis), and vernal pool
California The applicant requests a new permit tadpole shrimp (Lepidurus packardi) in
The applicant requests a permit to take (collect adult vouchers) the conjunction with survey activities
renewal to remove/reduce to possession Conservancy fairy shrimp (Branchinecta throughout the range of the species in
from lands under Federal jurisdiction conservatio), longhorn fairy shrimp California for the purpose of enhancing
the Boechera hoffmannii (Arabis h.) (Branchinecta longiantenna), Riverside the species’ survival.
(Hoffmann’s rock cress), Arctostaphylos fairy shrimp (Streptocephalus woottoni),
San Diego fairy shrimp (Branchinecta Permit No. TE–050122
confertiflora (Santa Rosa Island
manzanita), Berberis pinnata subsp. sandiegonensis), and vernal pool Applicant: California Department of
insularis (island barberry), Castilleja tadpole shrimp (Lepidurus packardi) in Fish and Wildlife, Bishop, California
mollis (soft-leaved paintbrush), Dudleya conjunction with research activities
throughout the range of the species in The applicant requests a permit
traskiae (Santa Barbara Island amendment to take (capture, handle,
liveforever), Galium buxifolium (island California for the purpose of enhancing
the species’ survival. mark, collect biological samples, radio-
bedstraw), Gilia tenuiflora subsp. collar, survey, translocate, hold over-
hoffmannii (Hoffmann’s slender- Permit No. TE–60218B night, and release) the Sierra Nevada
flowered gilia), Malacothamnus bighorn sheep (Ovis canadensis sierrae)
fasciculatus var. nesioticus (Santa Cruz Applicant: James Hickman, San
Bernardino, California in conjunction with survey and research
Island bush-mallow), Malacothrix activities throughout the range of the
indecora (Santa Cruz Island The applicant requests a new permit species in California for the purpose of
malacothrix), Malacothrix squalida to take (capture, handle, and release) the enhancing the species’ survival.
(Island malacothrix), Phacelia insularis San Bernardino kangaroo rat
subsp. insularis (island phacelia), and (Dipodomys merriami parvus) in Public Comments
Thysanocarpus conchuliferus (Santa conjunction with survey activities We invite public review and comment
Cruz Island fringepod) in conjunction throughout the range of the species in on each of these recovery permit
with genetic research and population California for the purpose of enhancing applications. Comments and materials
studies in Channel Islands National the species’ survival. we receive will be available for public
Park, California, for the purpose of Permit No. TE–768251 inspection, by appointment, during
enhancing the species’ survival. normal business hours at the address
Applicant: Biosearch Associates, Santa listed in the ADDRESSES section of this
Permit No. TE–082908 Cruz, California notice.
Applicant: Melanie Rocks, San Diego, The applicant requests a permit Before including your address, phone
California renewal to take (capture, handle, and number, email address, or other
release) the Fresno kangaroo rat personal identifying information in your
The applicant requests a permit
(Dipodomys nitratoides exilis) and comment, you should be aware that
renewal to take (harass by survey,
Tipton kangaroo rat (Dipodomys your entire comment—including your
capture, handle, release, and collect nitratoides nitratoides); take (capture,
adult vouchers) the Conservancy fairy personal identifying information—may
handle, mark, and release) the Santa be made publicly available at any time.
shrimp (Branchinecta conservatio), Cruz long-toed salamander (Ambystoma
longhorn fairy shrimp (Branchinecta While you can ask us in your comment
macrodactylum croceum); take (harass to withhold your personal identifying
longiantenna), Riverside fairy shrimp by survey, capture, handle, and release)
(Streptocephalus woottoni), San Diego information from public review, we
the California red-legged frog (Rana cannot guarantee that we will be able to
fairy shrimp (Branchinecta aurora draytonii); take (harass by
sandiegonensis), and vernal pool do so.
survey, capture, handle, mark, and
tadpole shrimp (Lepidurus packardi) Dated: March 10, 2015.
release) the San Francisco garter snake
and take (survey by pursuit, live- (Thamnophis sirtalis tetrataenia); and Michael Long,
capture, handle, and release) the Quino take (capture and release) the Acting Regional Director, Pacific Southwest
checkerspot butterfly (Euphydryas Conservancy fairy shrimp (Branchinecta Region, Sacramento, California.
editha quino) in conjunction with conservatio), longhorn fairy shrimp [FR Doc. 2015–06230 Filed 3–17–15; 8:45 am]
survey activities throughout the range of (Branchinecta longiantenna), and vernal BILLING CODE 4310–55–P
the species in California for the purpose pool tadpole shrimp (Lepidurus
of enhancing the species’ survival. packardi), in conjunction with survey
and research activities throughout the DEPARTMENT OF THE INTERIOR
Permit No. TE–60151B
range of the species in California for the
Applicant: Lisa Franklin, Crestline, purpose of enhancing the species’ Office of the Secretary
California survival. [15XD4523WK DWK000000.000000
The applicant requests a new permit DS64900000 DQ.64920.15COPER]
Permit No. TE–233367
to take (locate and monitor nests) the Proposed Renewal of Information
Applicant: Laura Gorman, Encinitas,
mstockstill on DSK4VPTVN1PROD with NOTICES

least Bell’s vireo (Vireo bellii pusillus) Collection: 1090–0007, American
and take (capture, handle, and release) California
Customer Satisfaction Index (ACSI)
the San Bernardino kangaroo rat The applicant requests a permit Government Customer Satisfaction
(Dipodomys merriami parvus) in amendment to take (harass by survey, Surveys
conjunction with survey activities capture, handle, release, and collect
throughout the range of the species in adult vouchers) the Conservancy fairy AGENCY: Office of Strategic Employee
California for the purpose of enhancing shrimp (Branchinecta conservatio), and Organization Development, Federal
the species’ survival. longhorn fairy shrimp (Branchinecta Consulting Group.

VerDate Sep<11>2014 19:00 Mar 17, 2015 Jkt 235001 PO 00000 Frm 00083 Fmt 4703 Sfmt 4703 E:\FR\FM\18MRN1.SGM 18MRN1

Federal Register / Vol. 80, No. 52 / Wednesday, March 18, 2015 / Notices 14153

Notice and request for
ACTION: Management and Budget to renew its contractor collecting the data. In
comments. approval of this collection of addition, participating Federal agencies
information for three years. may only provide information used to
SUMMARY: In compliance with section The proposed renewal of this randomly select respondents from
3506(c)(2)(A) of the Paperwork information collection activity provides among established systems of records
Reduction Act of 1995, the Federal a means to consistently assess, provided for such routine uses.
Consulting Group within the benchmark, and improve customer There is no other agency or
Department of the Interior announces satisfaction with Federal government organization able to provide the
that it has submitted a request for a agency programs and/or services within information accessible through the
proposed extension of information the Executive Branch. The Federal surveying approach used in this
collection for the American Customer Consulting Group of the Department of information collection. Further, the
Satisfaction Index (ACSI) Government the Interior serves as the executive agent information will enable Federal
Customer Satisfaction Surveys to the for this methodology and has partnered agencies to determine customer
Office of Management and Budget and with the Claes Fornell International satisfaction metrics with discrimination
requests public comments on this Group (CFI Group) and the American capability across variables. Thus, this
submission. The information collection Customer Satisfaction Index (ACSI) to information collection will assist
request describes the nature of the offer the ACSI to Federal government Federal agencies in making the best use
information collection and the expected agencies. of resources in a targeted manner to
burden and cost. The CFI Group, a leader in customer improve service to the public.
DATES: Office of Management and satisfaction and customer experience This survey asks no questions of a
Budget has up to 60 days to approve or management, offers a comprehensive sensitive nature, such as sexual
disapprove the information collection model that quantifies the effects of behavior and attitudes, religious beliefs,
request, but may respond after 30 days; quality improvements on citizen or other matters that are commonly
therefore, public comments should be satisfaction. The CFI Group has considered private.
submitted to Office of Management and developed the methodology and An agency may not conduct or
Budget by April 17, 2015, in order to be licenses it to the American Customer sponsor, and a person is not required to
assured of consideration. Satisfaction Index, an independent respond to, a collection of information
ADDRESSES: Send your written
organization which produces the unless it is operating under a currently
comments by facsimile to (202) 395– American Customer Satisfaction Index valid OMB control number. The Office
5806 or email (OIRA_Submission@ (ACSI). This national indicator is of Management and Budget control
developed for different economic number for this collection is 1090–0007.
omb.eop.gov) to the Office of
sectors each quarter, which are then The control number will be displayed
Information and Regulatory Affairs,
published in The Wall Street Journal. on the surveys used. Response to the
Office of Management and Budget,
The ACSI was introduced in 1994 by surveys is voluntary.
Attention: Desk Office for the
Professor Claes Fornell under the
Department of the Interior (1090–0007). II. Data
auspices of the University of Michigan,
Also, please send a copy of your
the American Society for Quality (ASQ), (1) Title: American Customer
comments to Federal Consulting Group,
and the CFI Group. The ACSI monitors Satisfaction Index (ACSI) Government
Attention: Richard Tate, 1849 C St. NW.,
and benchmarks customer satisfaction Customer Satisfaction Surveys.
MS 2256, Washington, DC 20240–0001,
across more than 200 companies and OMB Control Number: 1090–0007.
or by facsimile to (202) 513–7686, or via many U.S. Federal agencies.
email to Richard_Tate@ios.doi.gov. Current Expiration Date: March 31,
The ACSI is the only cross-agency 2015.
Individuals providing comments should methodology for obtaining comparable
reference Customer Satisfaction Surveys Frequency of Collection: Once per
measures of customer satisfaction with survey.
(OMB ID: 1090–0007). Federal government programs and/or Description of Respondents:
FOR FURTHER INFORMATION CONTACT: To services. Along with other economic Individuals, Business, and State, Local,
request additional information or copies objectives—such as employment and or Tribal Governments who have
of the form(s) and instructions, please growth—the quality of outputs (goods utilized Federal Government services.
write to the Federal Consulting Group and services) is a part of measuring Type of Review: Renewal.
(see contact information provided in the living standards. The ACSI’s ultimate (2) Annual reporting and record
ADDRESSES section above). You may also purpose is to help improve the quality keeping burden.
review the information collection of goods and services available to Total Annual Burden Hours: 16,000.
request online at http:// American citizens. Estimated Number of Respondents:
www.reginfo.gov/public/do/PRAMain. ACSI surveys conducted by the Participation by Federal agencies in the
SUPPLEMENTARY INFORMATION: Federal Consulting Group are subject to ACSI is expected to vary as new
the Privacy Act of 1974, Public Law 93– customer segment measures are added
I. Abstract 579, December 31, 1974 (5 U.S.C. 552a). or deleted. However, based on historical
The Office of Management and Budget The agency information collection is an records, projected average estimates for
regulation at 5 CFR 1320, which integral part of conducting an ACSI the next three years are as follows:
implement provisions of the Paperwork survey. The contractor will not be Average Expected Annual Number of
Reduction Act of 1995 (Public Law 104– authorized to release any agency Customer Satisfaction Surveys: 100.
mstockstill on DSK4VPTVN1PROD with NOTICES

13), require that interested members of information upon completion of the Respondents: 800 per survey.
the public and affected agencies have an survey without first obtaining Annual responses: 80,000.
opportunity to comment on information permission from the Federal Consulting Frequency of Response: Once per
collection and recordkeeping activities Group and the participating agency. In survey.
[see 5 CFR 1320.8(d)]. The Office of no case shall any new system of records Average minutes per response: 12.0.
Strategic Employee and Organization containing privacy information be Burden hours: 16,000 hours.
Development, Federal Consulting Group developed by the Federal Consulting (3) Description of the need and use of
has submitted a request to the Office of Group, participating agencies, or the the information: The proposed renewal

VerDate Sep<11>2014 19:00 Mar 17, 2015 Jkt 235001 PO 00000 Frm 00084 Fmt 4703 Sfmt 4703 E:\FR\FM\18MRN1.SGM 18MRN1

Document Created: 2018-02-21 09:40:00
Document Modified: 2018-02-21 09:40:00

Category		Regulatory Information
Collection		Federal Register
sudoc Class		AE 2.7: GS 4.107: AE 2.106:
Publisher		Office of the Federal Register, National Archives and Records Administration
Section		Notices
Action		Notice and request for comments.
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.
Contact		To request additional information or copies of the form(s) and instructions, please write to the Federal
FR Citation		80 FR 14152

80 FR 14152 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys

DEPARTMENT OF THE INTERIOROffice of the Secretary

Federal Register Volume 80, Issue 52 (March 18, 2015)

DEPARTMENT OF THE INTERIOR
Office of the Secretary