[Federal Register Volume 75, Number 47 (Thursday, March 11, 2010)]
[Notices]
[Pages 11552-11553]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2010-5176]
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DEPARTMENT OF HOMELAND SECURITY
Transportation Security Administration
Intent To Request Renewal From OMB of One Current Public
Collection of Information: Aviation Security Customer Satisfaction
Performance Measurement Passenger Survey
AGENCY: Transportation Security Administration, DHS.
ACTION: 60 day notice.
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SUMMARY: The Transportation Security Administration (TSA) invites
public comment on one currently approved Information Collection Request
(ICR), OMB control number 1652-0013, abstracted below, that we will
submit to the Office of Management and Budget (OMB) for renewal and
amendment in compliance with the Paperwork Reduction Act. The ICR
describes the nature of the information collection and its expected
burden. The collection involves surveying travelers to measure customer
satisfaction of aviation security in an effort to more efficiently
manage airport performance.
DATES: Send your comments by May 10, 2010.
ADDRESSES: Comments may be emailed to TSAPRA@dhs.gov or delivered to
the TSA Paperwork Reduction Act (PRA) Officer, Office of Information
Technology (OIT), TSA-40, Transportation Security Administration, 601
South 12th Street, Arlington, VA 20598-6040.
FOR FURTHER INFORMATION CONTACT: Joanna Johnson at the above address,
or by telephone (571) 227-3651.
SUPPLEMENTARY INFORMATION:
Comments Invited
In accordance with the Paperwork Reduction Act of 1995 (44 U.S.C.
3501 et seq.), an agency may not conduct or sponsor, and a person is
not required to respond to, a collection of information unless it
displays a valid OMB control number. The ICR documentation is available
at http://www.reginfo.gov. Therefore, in preparation for OMB review and
approval of the following information collection, TSA is soliciting
comments to--
(1) Evaluate whether the proposed information requirement is
necessary for the proper performance of the functions of the agency,
including whether the information will have practical utility;
(2) Evaluate the accuracy of the agency's estimate of the burden;
(3) Enhance the quality, utility, and clarity of the information to
be collected; and
(4) Minimize the burden of the collection of information on those
who are to respond, including using appropriate automated, electronic,
mechanical, or other technological collection techniques or other forms
of information technology.
Information Collection Requirement
OMB Control Number 1652-0013; Aviation Security Customer
Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's
approval, has conducted surveys of passengers and now seeks approval to
continue this effort. TSA plans to conduct passenger surveys at
airports nationwide. The surveys will be administered using an
intercept methodology. The intercept methodology uses TSA personnel who
are not in uniform to hand deliver paper survey forms to passengers
immediately following the passenger's experience with the TSA's
checkpoint security
[[Page 11553]]
functions. Passengers are invited, though not required, to complete and
return the survey via pre-paid postage, which is prefixed to the
survey, or passengers may submit their responses via an online portal.
The intercept methodology randomly selects passengers to complete the
survey in an effort to gain survey data representative of all passenger
demographics--including passengers who--
Travel on weekdays or weekends;
Those who travel in the morning, mid-day, or evening;
Those who pass through each of the different security
screening locations in the airport;
Those who are subject to more intensive screening of their
baggage or person; and
Those who experience different volume conditions and wait
times as they proceed through the security checkpoints.
The survey includes ten to fifteen questions. Each question
promotes a quality response so that TSA can identify areas in need of
improvement. All questions concern aspects of the passenger's security
screening experience.
TSA intends to collect this information in order to continue to
assess customer satisfaction in an effort to more efficiently manage
airport performance. In its future surveys, the TSA wishes to obtain
more detailed, airport-specific data that the TSA can use to enhance
customer experiences and airport performances. In order to gain more
detailed information regarding customer experiences, the TSA is
submitting eighty-one questions to OMB for approval. Twenty-eight of
the questions have been previously approved by OMB and fifty-three
questions are being submitted to the OMB for first-time approval. Each
survey question seeks to gain information regarding one of the
following categories:
Confidence in Personnel
Confidence in Screening Equipment
Confidence in Security Procedures
Convenience of Divesting
Experience at Checkpoint
Satisfaction with Wait Time
Separation from Belongings
Separation from Others in Party
Stress Level
TSA personnel select passengers using a random method to
voluntarily participate in the survey until the TSA obtains the desired
sample size. The samples can be selected with one randomly selected
time and location or span multiple times and location. Each airport may
choose one or more of the following sample methods, which include a
business card that directs customers to an online portal, a customer
satisfaction card with survey questions on the card, or a customer
satisfaction card with survey questions on the card and a link to the
online portal. All responses are voluntary and there is no burden on
passengers who choose not to respond.
TSA at airports have the capability to conduct this survey. We
estimate that TSA at 25 airports will conduct the survey each year.
Based on prior survey data and research, the TSA assumes a maximum
volume for the survey would be 1,000 surveys per airport. We assume the
burden on passengers who choose to respond to be approximately five
minutes per respondent. Therefore, 1,000 surveys x 25 airports = 25,000
respondents a year, the total burden is 25,000 x 5 = 125,000 minutes,
or 2083.3 hours per year.
Issued in Arlington, Virginia, on March 3, 2010.
Joanna Johnson,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2010-5176 Filed 3-10-10; 8:45 am]
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