83 FR 25040 - Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys
DEPARTMENT OF THE INTERIOR
Office of the Secretary Federal Register Volume 83, Issue 105 (May 31, 2018)
Office of the Secretary
Federal Register Volume 83, Issue 105 (May 31, 2018)
| Page Range | 25040-25041 | |
| FR Document | 2018-11620 |
[Federal Register Volume 83, Number 105 (Thursday, May 31, 2018)] [Notices] [Pages 25040-25041] From the Federal Register Online [www.thefederalregister.org] [FR Doc No: 2018-11620] ----------------------------------------------------------------------- DEPARTMENT OF THE INTERIOR Office of the Secretary [18XD4523WT_DS64950000_DWT000000.000000_DP.64920; OMB Control Number 1090-0007] Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY: Office of the Secretary, Office of Strategic Employee and Organization Development, Federal Consulting Group, Interior. ACTION: Notice of information collection; request for comment. ----------------------------------------------------------------------- SUMMARY: In accordance with the Paperwork Reduction Act of 1995, we, the Federal Consulting Group are proposing to renew an information collection. DATES: Interested persons are invited to submit comments on or before July 2, 2018. ADDRESSES: Send written comments on this information collection request (ICR) to the Office of Management and Budget's Desk Officer for the Department of the Interior by email at OIRA_Submission@omb.eop.gov; or via facsimile to (202) 395-5806. Please provide a copy of your comments to Federal Consulting Group, Attention: Lucy Adams, 1849 C St. NW, MS 4344, Washington, DC 20240-0001, or by facsimile to (202) 513-5184, or via email to Luciana_adams@ios.doi.gov. Please reference OMB Control Number 1090-0007 in the subject line of your comments. FOR FURTHER INFORMATION CONTACT: To request additional information about this ICR, contact Federal Consulting Group, Attention: Lucy Adams, 1849 C St. NW, MS 4344, Washington, DC 20240-0001, or by facsimile to (202) 513-5184, or via email to Luciana_adams@ios.doi.gov. You may also view the ICR at http://www.reginfo.gov/public/do/PRAMain. SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction Act of 1995, we provide the general public and other Federal agencies with an opportunity 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. A Federal Register notice with a 60-day public comment period soliciting comments on this collection of information was published on March 2, 2018 (83 FR 9022). No comments were received. We are again soliciting comments on the proposed ICR that is described below. We are especially interested in public comment addressing the following issues: (1) Is the collection necessary to the proper functions of the Federal Consulting Group; (2) will this information be processed and used in a timely manner; (3) is the estimate of burden accurate; (4) how might the Federal Consulting Group enhance the quality, utility, and clarity of the information to be collected; and (5) how might the Federal Consulting Group minimize the burden of this collection on the respondents, including through the use of information technology. Comments that you submit in response to this notice are a matter of public record. 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 implement 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 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 [[Page 25041]] 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. Title of Collection: American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys. OMB Control Number: 1090-0007. Form Number: None. Type of Review: Extension of a currently approved collection. Respondents/Affected Public: Individuals, Business, and State, Local, or Tribal Governments who have utilized Federal Government services. Estimated Completion Time per Response: 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 with 800 respondents per survey. Total Estimated Number of Annual Responses: 80,000. Estimated Completion Time per Response: 12 minutes. Total Estimated Number of Annual Burden Hours: 16,000. 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.). Jessica Reed, Director, Federal Consulting Group. [FR Doc. 2018-11620 Filed 5-30-18; 8:45 am] BILLING CODE 4334-63-P
![25040 Federal Register / Vol. 83, No. 105 / Thursday, May 31, 2018 / Notices
Respondent’s Obligation: Required to FOR FURTHER INFORMATION CONTACT: To agencies have an opportunity to
Obtain or Retain a Benefit. request additional information about comment on information collection and
Frequency of Collection: On occasion. this ICR, contact Federal Consulting recordkeeping activities [see 5 CFR
Total Estimated Annual Nonhour Group, Attention: Lucy Adams, 1849 C 1320.8(d)]. The Office of Strategic
Burden Cost: $6,500 (approximately $25 St. NW, MS 4344, Washington, DC Employee and Organization
per application for processing fees). 20240–0001, or by facsimile to (202) Development, Federal Consulting Group
An agency may not conduct or 513–5184, or via email to Luciana_ has submitted a request to the Office of
sponsor and a person is not required to adams@ios.doi.gov. You may also view Management and Budget to renew its
respond to a collection of information the ICR at http://www.reginfo.gov/ approval of this collection of
unless it displays a currently valid OMB public/do/PRAMain. information for three years.
control number. SUPPLEMENTARY INFORMATION: In
The proposed renewal of this
The authority for this action is the accordance with the Paperwork information collection activity provides
Paperwork Reduction Act of 1995 (44 Reduction Act of 1995, we provide the a means to consistently assess,
U.S.C. 3501 et seq). general public and other Federal benchmark, and improve customer
agencies with an opportunity to satisfaction with Federal government
Dated: May 16, 2018.
comment on new, proposed, revised, agency programs and/or services within
Elizabeth K. Appel, the Executive Branch. The Federal
Director, Office of Regulatory Affairs and and continuing collections of
information. This helps us assess the Consulting Group of the Department of
Collaborative Action—Indian Affairs. the Interior serves as the executive agent
[FR Doc. 2018–11358 Filed 5–30–18; 8:45 am] impact of our information collection
for this methodology and has partnered
requirements and minimize the public’s
BILLING CODE 4337–15–P with the Claes Fornell International
reporting burden. It also helps the
Group (CFI Group) and the American
public understand our information
Customer Satisfaction Index (ACSI) to
DEPARTMENT OF THE INTERIOR collection requirements and provide the
offer the ACSI to Federal government
requested data in the desired format.
agencies.
Office of the Secretary A Federal Register notice with a 60- The CFI Group, a leader in customer
day public comment period soliciting satisfaction and customer experience
[18XD4523WT_DS64950000_ comments on this collection of management, offers a comprehensive
DWT000000.000000_DP.64920; OMB Control information was published on March 2, model that quantifies the effects of
Number 1090–0007] 2018 (83 FR 9022). No comments were quality improvements on citizen
received. satisfaction. The CFI Group has
Agency Information Collection We are again soliciting comments on
Activities; Submission to the Office of developed the methodology and
the proposed ICR that is described licenses it to the American Customer
Management and Budget for Review below. We are especially interested in
and Approval; American Customer Satisfaction Index, an independent
public comment addressing the organization which produces the
Satisfaction Index (ACSI) Government following issues: (1) Is the collection
Customer Satisfaction Surveys American Customer Satisfaction Index
necessary to the proper functions of the (ACSI). This national indicator is
AGENCY: Office of the Secretary, Office Federal Consulting Group; (2) will this developed for different economic
of Strategic Employee and Organization information be processed and used in a sectors each quarter, which are then
Development, Federal Consulting timely manner; (3) is the estimate of published in The Wall Street Journal.
Group, Interior. burden accurate; (4) how might the The ACSI was introduced in 1994 by
Federal Consulting Group enhance the Professor Claes Fornell under the
ACTION: Notice of information collection;
quality, utility, and clarity of the auspices of the University of Michigan,
request for comment.
information to be collected; and (5) how the American Society for Quality (ASQ),
SUMMARY: In accordance with the might the Federal Consulting Group and the CFI Group. The ACSI monitors
Paperwork Reduction Act of 1995, we, minimize the burden of this collection and benchmarks customer satisfaction
the Federal Consulting Group are on the respondents, including through across more than 200 companies and
proposing to renew an information the use of information technology. many U.S. Federal agencies.
collection. Comments that you submit in The ACSI is the only cross-agency
response to this notice are a matter of methodology for obtaining comparable
DATES: Interested persons are invited to public record. Before including your measures of customer satisfaction with
submit comments on or before July 2, address, phone number, email address, Federal government programs and/or
2018. or other personal identifying services. Along with other economic
ADDRESSES: Send written comments on information in your comment, you objectives—such as employment and
this information collection request (ICR) should be aware that your entire growth—the quality of outputs (goods
to the Office of Management and comment—including your personal and services) is a part of measuring
Budget’s Desk Officer for the identifying information—may be made living standards. The ACSI’s ultimate
Department of the Interior by email at publicly available at any time. While purpose is to help improve the quality
OIRA_Submission@omb.eop.gov; or via you can ask us in your comment to of goods and services available to
facsimile to (202) 395–5806. Please withhold your personal identifying American citizens.
provide a copy of your comments to information from public review, we ACSI surveys conducted by the
Federal Consulting Group, Attention: cannot guarantee that we will be able to Federal Consulting Group are subject to
amozie on DSK3GDR082PROD with NOTICES1
Lucy Adams, 1849 C St. NW, MS 4344, do so. the Privacy Act of 1974, Public Law 93–
Washington, DC 20240–0001, or by Abstract: The Office of Management 579, December 31, 1974 (5 U.S.C. 552a).
facsimile to (202) 513–5184, or via email and Budget regulation at 5 CFR 1320, The agency information collection is an
to Luciana_adams@ios.doi.gov. Please which implement provisions of the integral part of conducting an ACSI
reference OMB Control Number 1090– Paperwork Reduction Act of 1995 (Pub. survey. The contractor will not be
0007 in the subject line of your L. 104–13), require that interested authorized to release any agency
comments. members of the public and affected information upon completion of the
VerDate Sep<11>2014 17:46 May 30, 2018 Jkt 241001 PO 00000 Frm 00075 Fmt 4703 Sfmt 4703 E:\FR\FM\31MYN1.SGM 31MYN1](https://thefederalregister.org/doc/83_FR_25145/page/1.svg)
![Federal Register / Vol. 83, No. 105 / Thursday, May 31, 2018 / Notices 25041
survey without first obtaining Total Estimated Number of Annual 0007 in the subject line of your
permission from the Federal Consulting Burden Hours: 16,000. comments.
Group and the participating agency. In Respondent’s Obligation: Voluntary. FOR FURTHER INFORMATION CONTACT: To
no case shall any new system of records Frequency of Collection: Once per request additional information about
containing privacy information be survey. this ICR, contact Federal Consulting
developed by the Federal Consulting Total Estimated Annual Nonhour Group, Attention: Lucy Adams, 1849 C
Group, participating agencies, or the Burden Cost: None. St. NW, MS 4344, Washington, DC
contractor collecting the data. In An agency may not conduct or 20240–0001, or by facsimile to (202)
addition, participating Federal agencies sponsor and a person is not required to 513–5184, or via email to Luciana_
may only provide information used to respond to a collection of information adams@ios.doi.gov. You may also view
randomly select respondents from unless it displays a currently valid OMB the ICR at http://www.reginfo.gov/
among established systems of records control number. public/do/PRAMain.
provided for such routine uses. The authority for this action is the
SUPPLEMENTARY INFORMATION: In
There is no other agency or Paperwork Reduction Act of 1995 (44
accordance with the Paperwork
organization able to provide the U.S.C. 3501 et seq.).
Reduction Act of 1995, we provide the
information accessible through the general public and other Federal
Jessica Reed,
surveying approach used in this agencies with an opportunity to
Director, Federal Consulting Group.
information collection. Further, the comment on new, proposed, revised,
information will enable Federal [FR Doc. 2018–11620 Filed 5–30–18; 8:45 am]
and continuing collections of
agencies to determine customer BILLING CODE 4334–63–P
information. This helps us assess the
satisfaction metrics with discrimination impact of our information collection
capability across variables. Thus, this requirements and minimize the public’s
information collection will assist DEPARTMENT OF THE INTERIOR
reporting burden. It also helps the
Federal agencies in making the best use Office of the Secretary public understand our information
of resources in a targeted manner to collection requirements and provide the
improve service to the public. [18XD4523WT_DS64950000_ requested data in the desired format.
This survey asks no questions of a DWT000000.000000_DP.64920]; OMB A Federal Register notice with a 60-
sensitive nature, such as sexual Control Number 1090–0008] day public comment period soliciting
behavior and attitudes, religious beliefs, comments on this collection of
or other matters that are commonly Agency Information Collection
information was published on March 2,
considered private. Activities; Submission to the Office of
2018 (83 FR 9023). No comments were
An agency may not conduct or Management and Budget for Review
received.
sponsor, and a person is not required to and Approval; E-Government Website We are again soliciting comments on
respond to, a collection of information Customer Satisfaction Surveys the proposed ICR that is described
unless it is operating under a currently (Formerly American Customer below. We are especially interested in
valid OMB control number. The Office Satisfaction Index (ACSI) E- public comment addressing the
of Management and Budget control Government Website Customer following issues: (1) Is the collection
number for this collection is 1090–0007. Satisfaction Surveys) necessary to the proper functions of the
The control number will be displayed AGENCY: Office of the Secretary, Office Federal Consulting Group; (2) will this
on the surveys used. Response to the of Strategic Employee and Organization information be processed and used in a
surveys is voluntary. Development, Federal Consulting timely manner; (3) is the estimate of
Title of Collection: American Group, Interior. burden accurate; (4) how might the
Customer Satisfaction Index (ACSI) Federal Consulting Group enhance the
ACTION: Notice of information collection;
Government Customer Satisfaction quality, utility, and clarity of the
Surveys. request for comment.
information to be collected; and (5) how
OMB Control Number: 1090–0007. SUMMARY: In accordance with the might the Federal Consulting Group
Form Number: None. Paperwork Reduction Act of 1995, we, minimize the burden of this collection
Type of Review: Extension of a the Federal Consulting Group are on the respondents, including through
currently approved collection. proposing to renew an information the use of information technology.
Respondents/Affected Public: collection. Comments that you submit in
Individuals, Business, and State, Local, response to this notice are a matter of
or Tribal Governments who have DATES: Interested persons are invited to
public record. Before including your
utilized Federal Government services. submit comments on or before July 2,
address, phone number, email address,
Estimated Completion Time per 2018.
or other personal identifying
Response: Participation by Federal ADDRESSES: Send written comments on information in your comment, you
agencies in the ACSI is expected to vary this information collection request (ICR) should be aware that your entire
as new customer segment measures are to the Office of Management and comment—including your personal
added or deleted. However, based on Budget’s Desk Officer for the identifying information—may be made
historical records, projected average Department of the Interior by email at publicly available at any time. While
estimates for the next three years are as OIRA_Submission@omb.eop.gov; or via you can ask us in your comment to
follows: facsimile to (202) 395–5806. Please withhold your personal identifying
amozie on DSK3GDR082PROD with NOTICES1
Average Expected Annual Number of provide a copy of your comments to information from public review, we
Customer Satisfaction Surveys: 100 with Federal Consulting Group, Attention: cannot guarantee that we will be able to
800 respondents per survey. Lucy Adams, 1849 C St. NW, MS 4344, do so.
Total Estimated Number of Annual Washington, DC 20240–0001, or by Abstract: The Office of Management
Responses: 80,000. facsimile to (202) 513–5184, or via email and Budget regulation at 5 CFR 1320,
Estimated Completion Time per to Luciana_adams@ios.doi.gov. Please which implements the provisions of the
Response: 12 minutes. reference OMB Control Number 1090– Paperwork Reduction Act of 1995 (Pub.
VerDate Sep<11>2014 17:46 May 30, 2018 Jkt 241001 PO 00000 Frm 00076 Fmt 4703 Sfmt 4703 E:\FR\FM\31MYN1.SGM 31MYN1](https://thefederalregister.org/doc/83_FR_25145/page/2.svg)
Document Created: 2018-05-31 00:48:11
Document Modified: 2018-05-31 00:48:11
| 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 of information collection; request for comment. | |
| Dates | Interested persons are invited to submit comments on or before July 2, 2018. | |
| Contact | To request additional information about this ICR, contact Federal Consulting Group, Attention: Lucy Adams, 1849 C St. NW, MS 4344, Washington, DC 20240-0001, or by facsimile to (202) 513-5184, or via email to [email protected] You may also view the ICR at http://www.reginfo.gov/public/do/PRAMain. | |
| FR Citation | 83 FR 25040 |
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