83 FR 9023 - Agency Information Collection Activities; E-Government Website Customer Satisfaction Surveys (Formerly American Customer Satisfaction Index (ACSI) E-Government Website 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 9023-9025]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2018-04215]


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DEPARTMENT OF THE INTERIOR

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


Agency Information Collection Activities; 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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[[Page 9024]]

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 (1090-0008). 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: 1090-0008).

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 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 implements the 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 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.
    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 visited Federal Government 
websites.
    Total Estimated Number of Annual Respondents: 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

[[Page 9025]]

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. 2018-04215 Filed 3-1-18; 8:45 am]
 BILLING CODE 4334-63-P