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)

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 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.

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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