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)

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 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