83_FR_25146 83 FR 25041 - Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; E-Government Website Customer Satisfaction Surveys (Formerly American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys)

83 FR 25041 - Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; E-Government Website Customer Satisfaction Surveys (Formerly American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys)

DEPARTMENT OF THE INTERIOR
Office of the Secretary

Federal Register Volume 83, Issue 105 (May 31, 2018)

Page Range25041-25042
FR Document2018-11622

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 Issue 105 (Thursday, May 31, 2018) 
[Federal Register Volume 83, Number 105 (Thursday, May 31, 2018)]
[Notices]
[Pages 25041-25042]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2018-11622]


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DEPARTMENT OF THE INTERIOR

Office of the Secretary

[18XD4523WT_DS64950000_DWT000000.000000_DP.64920]; OMB Control Number 
1090-0008]


Agency Information Collection Activities; Submission to the 
Office of Management and Budget for Review and Approval; E-Government 
Website Customer Satisfaction Surveys (Formerly American Customer 
Satisfaction Index (ACSI) E-Government Website 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 9023). 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 implements the provisions of the Paperwork Reduction Act of 
1995 (Pub.

[[Page 25042]]

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 Office of Management and Budget to renew its 
approval of this collection of information for three years.
    This information collection activity provides a means to 
consistently assess, benchmark, and improve customer satisfaction with 
Federal government agency websites 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 ForeSee 
to offer this assessment to federal agencies.
    ForeSee is a leader in customer satisfaction and customer 
experience management on the web and related media. Its methodology 
(Customer Experience Analytics or CXA) is a derivative of one of the 
most respected, credible, and well known measures of customer 
satisfaction in the country, the American Customer Satisfaction Index 
(ACSI). The ForeSee CXA methodology combines survey data and a patented 
econometric model to precisely measure the customer satisfaction of 
website users, identify specific areas for improvement, and determine 
the impact of those improvements on customer satisfaction and future 
customer behaviors.
    The ForeSee CXA is the only cross-agency methodology for obtaining 
comparable measures of customer satisfaction with Federal Government 
websites. The ultimate purpose of ForeSee CXA is to help improve the 
quality of goods and services available to American citizens, including 
those from the Federal government.
    The E-Government website Customer Satisfaction Surveys will be 
completed subject to the Privacy Act of 1974, Public Law 93-579, 
December 31, 1974 (5 U.S.C. 522a). The agency information collection 
will be used solely for the purpose of the 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 selected 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 Office of Management and Budget control number. The 
Office of Management and Budget control number for this collection is 
1090-0008. The control number will be displayed on the surveys used. 
For expeditious administration of the surveys, the expiration date will 
not be displayed on the individual instruments. Response to the surveys 
is voluntary.
    Title of Collection: American Customer Satisfaction Index (ACSI) E-
Government website Customer Satisfaction Surveys
    OMB Control Number: 1090-0008
    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 will vary as new websites are added or deleted. However, based 
on our experience from the previous three-year approval period, the 
number of surveys has been very consistent with little change and 
estimate for the next three years are as follows:
    Average Expected Annual Number of Customer Satisfaction Surveys: 
250 with 5,000 respondents per survey.
    Total Estimated Number of Annual Responses: 1,250,000.
    Estimated Completion Time per Response: 2.5 minutes
    Total Estimated Number of Annual Burden Hours: 52,083.
    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. 2018-11622 Filed 5-30-18; 8:45 am]
 BILLING CODE 4334-63-P

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

25042 Federal Register / Vol. 83, No. 105 / Thursday, May 31, 2018 / Notices L. 104–13), require that interested randomly selected respondents from An agency may not conduct or members of the public and affected among established systems of records sponsor and a person is not required to agencies have an opportunity to provided for such routine uses. respond to a collection of information comment on information collection and There is no other agency or unless it displays a currently valid OMB recordkeeping activities [see 5 CFR organization able to provide the control number. 1320.8(d)]. The Office of Strategic information accessible through the The authority for this action is the Employee and Organization surveying approach used in this Paperwork Reduction Act of 1995 (44 Development, Federal Consulting Group information collection. Further, the U.S.C. 3501 et seq). has submitted a request to Office of information will enable Federal Jessica Reed, Management and Budget to renew its agencies to determine customer satisfaction metrics with discrimination Director, Federal Consulting Group. approval of this collection of information for three years. capability across variables. Thus, this [FR Doc. 2018–11622 Filed 5–30–18; 8:45 am] This information collection activity information collection will assist BILLING CODE 4334–63–P provides a means to consistently assess, Federal agencies in making the best use benchmark, and improve customer of resources in a targeted manner to satisfaction with Federal government improve service to the public. DEPARTMENT OF THE INTERIOR agency websites within the Executive This survey asks no questions of a National Park Service Branch. The Federal Consulting Group sensitive nature, such as sexual of the Department of the Interior serves behavior and attitudes, religious beliefs, [NPS–NCR–MAMC–25484; PPNCNACEN0, as the executive agent for this or other matters that are commonly PPMPSAS1Z.Y00000] methodology and has partnered with considered private. ForeSee to offer this assessment to An agency may not conduct or Mary McLeod Bethune Council House federal agencies. sponsor, and a person is not required to National Historic Site Advisory ForeSee is a leader in customer respond to, a collection of information Commission Notice of Public Meeting satisfaction and customer experience unless it is operating under a currently AGENCY: National Park Service, Interior. management on the web and related valid Office of Management and Budget ACTION: Meeting notice. media. Its methodology (Customer control number. The Office of Experience Analytics or CXA) is a Management and Budget control SUMMARY: In accordance with the derivative of one of the most respected, number for this collection is 1090–0008. Federal Advisory Committee Act of credible, and well known measures of The control number will be displayed 1972, the National Park Service (NPS) is customer satisfaction in the country, the on the surveys used. For expeditious hereby giving notice that the Mary American Customer Satisfaction Index administration of the surveys, the McLeod Bethune Council House (ACSI). The ForeSee CXA methodology expiration date will not be displayed on National Historic Site Advisory combines survey data and a patented the individual instruments. Response to Commission will meet as indicated econometric model to precisely measure the surveys is voluntary. below. the customer satisfaction of website Title of Collection: American DATES: The Commission will meet on users, identify specific areas for Customer Satisfaction Index (ACSI) E- Government website Customer Wednesday, June 20, 2018, at 9:00 a.m. improvement, and determine the impact (Eastern). of those improvements on customer Satisfaction Surveys OMB Control Number: 1090–0008 ADDRESSES: The meeting will be held in satisfaction and future customer behaviors. Form Number: None. the conference room at the Museum The ForeSee CXA is the only cross- Type of Review: Extension of a Resource Center, National Capital agency methodology for obtaining currently approved collection. Region, National Park Service, 3300 comparable measures of customer Respondents/Affected Public: Hubbard Road, Hyattsville, MD 20785. satisfaction with Federal Government Individuals, Business, and State, Local, FOR FURTHER INFORMATION CONTACT: Alex websites. The ultimate purpose of or Tribal Governments who have Tremble, Senior Management Assistant, ForeSee CXA is to help improve the utilized Federal Government services. Office of the Superintendent, or Tara quality of goods and services available Estimated Completion Time per Morrison, Superintendent and to American citizens, including those Response: Participation by Federal Designated Federal Officer, National from the Federal government. agencies will vary as new websites are Capital Parks-East, 1900 Anacostia Drive The E-Government website Customer added or deleted. However, based on SE, Washington, DC 20020, telephone Satisfaction Surveys will be completed our experience from the previous three- (202) 690–5193 or email alex_tremble@ subject to the Privacy Act of 1974, year approval period, the number of nps.gov or tara_morrison@nps.gov. Public Law 93–579, December 31, 1974 surveys has been very consistent with SUPPLEMENTARY INFORMATION: The (5 U.S.C. 522a). The agency information little change and estimate for the next Commission is established by section 4 collection will be used solely for the three years are as follows: of Public Law 102–211 (16 U.S.C. 461 Average Expected Annual Number of purpose of the survey. The contractor note). The purpose of the Commission is Customer Satisfaction Surveys: 250 with will not be authorized to release any to fully participate in an advisory 5,000 respondents per survey. agency information upon completion of Total Estimated Number of Annual capacity with the Secretary of the the survey without first obtaining Responses: 1,250,000. Interior in the development of a General permission from the Federal Consulting Estimated Completion Time per Management Plan for the historic site. Group and the participating agency. In Response: 2.5 minutes The Commission will also, as often as amozie on DSK3GDR082PROD with NOTICES1 no case shall any new system of records Total Estimated Number of Annual necessary, but at least semiannually, containing privacy information be Burden Hours: 52,083. meet and consult with the Secretary on developed by the Federal Consulting Respondent’s Obligation: Voluntary. matters relating to the management and Group, participating agencies, or the Frequency of Collection: Once per development of the historic site. contractor collecting the data. In survey. Purpose of the Meeting: The purpose addition, participating Federal agencies Total Estimated Annual Nonhour of the meeting is to discuss the may only provide information used to Burden Cost: None. following: VerDate Sep<11>2014 17:46 May 30, 2018 Jkt 241001 PO 00000 Frm 00077 Fmt 4703 Sfmt 4703 E:\FR\FM\31MYN1.SGM 31MYN1


Document Created: 2018-05-31 00:49:17
Document Modified: 2018-05-31 00:49:17
CategoryRegulatory Information
CollectionFederal Register
sudoc ClassAE 2.7:
GS 4.107:
AE 2.106:
PublisherOffice of the Federal Register, National Archives and Records Administration
SectionNotices
ActionNotice of information collection; request for comment.
DatesInterested persons are invited to submit comments on or before July 2, 2018.
ContactTo 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 Citation83 FR 25041 
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