83_FR_9064 83 FR 9022 - Agency Information Collection Activities; American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys

83 FR 9022 - Agency Information Collection Activities; American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys

DEPARTMENT OF THE INTERIOR

Federal Register Volume 83, Issue 42 (March 2, 2018)

Page Range9022-9023
FR Document2018-04216

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 42 (Friday, March 2, 2018) 
[Federal Register Volume 83, Number 42 (Friday, March 2, 2018)]
[Notices]
[Pages 9022-9023]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2018-04216]


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DEPARTMENT OF THE INTERIOR

[18XD4523WT_DS64950000_DWT000000.000000_DP.64920], OMB Control Number 
1090-0007]


Agency Information Collection Activities; 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.

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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 
May 1, 2018.

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: 
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]. 
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, Attention: Lucy Adams, 1849 C St. NW, MS4344, 
Washington, DC 20240-0001, or call (202) 513-7679. You may also review 
the information collection request online 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.
    We are 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

[[Page 9023]]

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. We will include or summarize each comment in our request 
to OMB to approve this ICR. 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 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.
    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.
    Total Estimated Number of Annual 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 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. 2018-04216 Filed 3-1-18; 8:45 am]
 BILLING CODE 4334-63-P

9022 Federal Register / Vol. 83, No. 42 / Friday, March 2, 2018 / Notices (h) Recommending methods for 2. U.S. Government efforts to combat time of arrival, email address, and streamlining/expediting processing of wildlife trafficking; and phone number to the Council import permits. 3. Other Council business. Designated Federal Officer (see FOR The final agenda will be posted on the FURTHER INFORMATION CONTACT). Space is Meeting Agenda internet at http://www.fws.gov/iwcc. limited and requests to attend will be The Council will convene to discuss accommodated in the order they are issues including: Attendance received. 1. International wildlife conservation To attend this meeting, register by programs conducted by the U.S. Fish close of business on the dates listed in Public Input and Wildlife Service; Public Input. Please submit your name, You must contact the Council Designated Federal Officer (see If you wish to: FOR FURTHER INFORMATION CONTACT) no later than: Attend the meeting ............................................................................................................................................. March 12, 2018. Submit written information or questions before the meeting for the Council to consider during the meeting .. March 12, 2018. Give an oral presentation during the public comment period ........................................................................... March 12, 2018. Submitting Written Information or entire comment, including your ADDRESSES: Send your written Questions personal identifying information, may comments by facsimile to (202) 395– be made publicly available at any time. 5806 or email (OIRA_Submission@ Interested members of the public may While you can ask us in your comment omb.eop.gov) to the Office of submit relevant information or to withhold your personal identifying Information and Regulatory Affairs, questions for the Council to consider information from public review, we Office of Management and Budget, during the public meeting. Written cannot guarantee that we will be able to Attention: Desk Office for the statements must be received by the date do so. Department of the Interior (1090–0007). in Public Input, so that the information Also, please send a copy of your may be made available to the Council Meeting Minutes comments to Federal Consulting Group, for their consideration prior to this Summary minutes of the conference Attention: Lucy Adams, 1849 C St. NW, meeting. Written statements must be will be maintained by the Council MS 4344, Washington, DC 20240–0001, supplied to the Council Designated Designated Federal Officer (see FOR or by facsimile to (202) 513–5184, or via Federal Officer in the following formats: FURTHER INFORMATION CONTACT). They email to Luciana_adams@ios.doi.gov. One hard copy with original signature, will be available for public inspection Individuals providing comments should and/or one electronic copy via email within 90 days of the meeting. reference Customer Satisfaction Surveys (acceptable file formats are Adobe Authority: 5 U.S.C. Appendix 2. (OMB ID: 1090–0007). Acrobat PDF, MS Word, MS PowerPoint, or rich text file). FOR FURTHER INFORMATION CONTACT: To Greg Sheehan, request additional information or copies Giving an Oral Presentation Principal Deputy Director. of the form(s) and instructions, please [FR Doc. 2018–04206 Filed 3–1–18; 8:45 am] Depending on the number of people write to the Federal Consulting Group, BILLING CODE 4333–15–P Attention: Lucy Adams, 1849 C St. NW, wishing to comment and the time available, the amount of time for MS4344, Washington, DC 20240–0001, individual oral comments may be or call (202) 513–7679. You may also DEPARTMENT OF THE INTERIOR limited. Interested parties must contact review the information collection the Council Designated Federal Officer, [18XD4523WT_DS64950000_ request online at http:// in writing (preferably via email; see FOR DWT000000.000000_DP.64920], OMB www.reginfo.gov/public/do/PRAMain. Control Number 1090–0007] FURTHER INFORMATION CONTACT), to be SUPPLEMENTARY INFORMATION: In placed on the public speaker list for this Agency Information Collection accordance with the Paperwork meeting. Nonregistered public speakers Activities; American Customer Reduction Act of 1995, we provide the will not be considered during the Satisfaction Index (ACSI) Government general public and other Federal meeting. Registered speakers who wish Customer Satisfaction Surveys agencies with an opportunity to to expand upon their oral statements, or comment on new, proposed, revised, those who had wished to speak but AGENCY: Office of the Secretary, Office and continuing collections of could not be accommodated on the of Strategic Employee and Organization information. This helps us assess the agenda, may submit written statements Development, Federal Consulting impact of our information collection to the Council Designated Federal Group, Interior. requirements and minimize the public’s Officer up to 30 days subsequent to the ACTION: Notice of information collection; reporting burden. It also helps the meeting. Requests to address the request for comment. public understand our information Council during the public comment collection requirements and provide the period will be accommodated in the SUMMARY: In accordance with the requested data in the desired format. daltland on DSKBBV9HB2PROD with NOTICES order the requests are received. Paperwork Reduction Act of 1995, we, We are soliciting comments on the the Federal Consulting Group are proposed ICR that is described below. Public Disclosure of Comments proposing to renew an information We are especially interested in public Before including your address, phone collection. comment addressing the following number, email address, or other DATES: Interested persons are invited to issues: (1) Is the collection necessary to personal identifying information in your submit comments on or before May 1, the proper functions of the Federal comments, please be aware that your 2018. Consulting Group; (2) will this VerDate Sep<11>2014 18:10 Mar 01, 2018 Jkt 244001 PO 00000 Frm 00060 Fmt 4703 Sfmt 4703 E:\FR\FM\02MRN1.SGM 02MRN1

Federal Register / Vol. 83, No. 42 / Friday, March 2, 2018 / Notices 9023 information be processed and used in a (ACSI). This national indicator is Title of Collection: American timely manner; (3) is the estimate of developed for different economic Customer Satisfaction Index (ACSI) burden accurate; (4) how might the sectors each quarter, which are then Government Customer Satisfaction Federal Consulting Group enhance the published in The Wall Street Journal. Surveys. quality, utility, and clarity of the The ACSI was introduced in 1994 by OMB Control Number: 1090–0007. information to be collected; and (5) how Professor Claes Fornell under the Form Number: None. might the Federal Consulting Group auspices of the University of Michigan, Type of Review: Extension of a minimize the burden of this collection the American Society for Quality (ASQ), currently approved collection. on the respondents, including through and the CFI Group. The ACSI monitors Respondents/Affected Public: the use of information technology. and benchmarks customer satisfaction Individuals, Business, and State, Local, Comments that you submit in across more than 200 companies and or Tribal Governments who have response to this notice are a matter of many U.S. Federal agencies. utilized Federal Government services. public record. We will include or The ACSI is the only cross-agency Total Estimated Number of Annual summarize each comment in our request methodology for obtaining comparable Respondents: Participation by Federal to OMB to approve this ICR. Before measures of customer satisfaction with agencies in the ACSI is expected to vary including your address, phone number, Federal government programs and/or as new customer segment measures are email address, or other personal services. Along with other economic added or deleted. However, based on identifying information in your objectives—such as employment and historical records, projected average comment, you should be aware that growth—the quality of outputs (goods estimates for the next three years are as your entire comment—including your and services) is a part of measuring follows: personal identifying information—may living standards. The ACSI’s ultimate Average Expected Annual Number of be made publicly available at any time. purpose is to help improve the quality Customer Satisfaction Surveys: 100 with While you can ask us in your comment of goods and services available to 800 respondents per survey. to withhold your personal identifying American citizens. Total Estimated Number of Annual information from public review, we ACSI surveys conducted by the Responses: 80,000. cannot guarantee that we will be able to Federal Consulting Group are subject to Estimated Completion Time per do so. the Privacy Act of 1974, Public Law 93– Response: 12 minutes. Abstract: The Office of Management 579, December 31, 1974 (5 U.S.C. 552a). Total Estimated Number of Annual and Budget regulation at 5 CFR 1320, The agency information collection is an Burden Hours: 16,000. which implement provisions of the integral part of conducting an ACSI Respondent’s Obligation: Voluntary. Paperwork Reduction Act of 1995 (Pub. survey. The contractor will not be Frequency of Collection: Once per L. 104–13), require that interested authorized to release any agency survey. members of the public and affected information upon completion of the Total Estimated Annual Nonhour agencies have an opportunity to survey without first obtaining Burden Cost: None. comment on information collection and permission from the Federal Consulting An agency may not conduct or recordkeeping activities [see 5 CFR Group and the participating agency. In sponsor and a person is not required to 1320.8(d)]. The Office of Strategic no case shall any new system of records respond to a collection of information Employee and Organization containing privacy information be unless it displays a currently valid OMB Development, Federal Consulting Group developed by the Federal Consulting control number. has submitted a request to the Office of Group, participating agencies, or the The authority for this action is the Management and Budget to renew its contractor collecting the data. In Paperwork Reduction Act of 1995 (44 approval of this collection of addition, participating Federal agencies information for three years. may only provide information used to U.S.C. 3501 et seq). The proposed renewal of this randomly select respondents from Jessica Reed, information collection activity provides among established systems of records Director, Federal Consulting Group. a means to consistently assess, provided for such routine uses. [FR Doc. 2018–04216 Filed 3–1–18; 8:45 am] benchmark, and improve customer Further, the information will enable BILLING CODE 4334–63–P satisfaction with Federal government Federal agencies to determine customer agency programs and/or services within satisfaction metrics with discrimination the Executive Branch. The Federal capability across variables. Thus, this DEPARTMENT OF THE INTERIOR Consulting Group of the Department of information collection will assist the Interior serves as the executive agent Federal agencies in making the best use [18XD4523WT_DS64950000_ for this methodology and has partnered of resources in a targeted manner to DWT000000.000000_DP.64920, OMB Control with the Claes Fornell International improve service to the public. Number 1090–0008] Group (CFI Group) and the American This survey asks no questions of a Customer Satisfaction Index (ACSI) to sensitive nature, such as sexual Agency Information Collection offer the ACSI to Federal government behavior and attitudes, religious beliefs, Activities; E-Government Website agencies. or other matters that are commonly Customer Satisfaction Surveys The CFI Group, a leader in customer considered private. (Formerly American Customer satisfaction and customer experience An agency may not conduct or Satisfaction Index (ACSI) E- management, offers a comprehensive sponsor, and a person is not required to Government Website Customer model that quantifies the effects of respond to, a collection of information Satisfaction Surveys) daltland on DSKBBV9HB2PROD with NOTICES quality improvements on citizen unless it is operating under a currently AGENCY: Office of the Secretary, Office satisfaction. The CFI Group has valid OMB control number. The Office of Strategic Employee and Organization developed the methodology and of Management and Budget control Development, Federal Consulting licenses it to the American Customer number for this collection is 1090–0007. Group, Interior. Satisfaction Index, an independent The control number will be displayed ACTION: Notice of information collection; organization which produces the on the surveys used. Response to the request for comment. American Customer Satisfaction Index surveys is voluntary. VerDate Sep<11>2014 18:10 Mar 01, 2018 Jkt 244001 PO 00000 Frm 00061 Fmt 4703 Sfmt 4703 E:\FR\FM\02MRN1.SGM 02MRN1


Document Created: 2018-03-01 23:56:54
Document Modified: 2018-03-01 23:56:54
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 May 1, 2018.
ContactTo request additional information or copies of the form(s) and instructions, please write to the Federal Consulting Group, Attention: Lucy Adams, 1849 C St. NW, MS4344, Washington, DC 20240-0001, or call (202) 513-7679. You may also review the information collection request online at http://www.reginfo.gov/ public/do/PRAMain.
FR Citation83 FR 9022 
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