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)

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

[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 [email protected]; 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 [email protected]. 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 [email protected]. 
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