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)

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


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 DEPARTMENT OF THE INTERIOR

Office of the Secretary

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


Proposed Renewal of Information Collection: 1090-0007, 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.

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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 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 ([email protected]) to the Office of Information and 
Regulatory Affairs, Office of Management and Budget, Attention: Desk 
Office for the Department of the Interior (1090-0007). 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 [email protected]. 
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