[Federal Register Volume 80, Number 52 (Wednesday, March 18, 2015)]
[Notices]
[Pages 14148-14150]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2015-06229]
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DEPARTMENT OF THE INTERIOR
Office of the Secretary
[156D0102DM DLSN00000.000000 DS61200000 DX61201]
Proposed Renewal of Information Collection: OMB Control Number
1040-0001, DOI Programmatic Clearance for Customer Satisfaction Surveys
AGENCY: Department of the Interior.
ACTION: Notice and request for comments.
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SUMMARY: In compliance with the Paperwork Reduction Act of 1995, we
(Department of the Interior, DOI) plan to ask the Office of Management
and Budget (OMB) to extend the approval for the information collection
(IC) described below. This IC is scheduled to expire June 30, 2015. We
invite the general public and other Federal agencies to take this
opportunity to comment on this IC.
DATES: Consideration will be given to all comments received by May 18,
2015.
ADDRESSES: Mail or hand carry comments to the Department of the
Interior; Office of Policy Analysis; Attention: Don Bieniewicz; Mail
Stop 3530; 1849 C Street NW., Washington, DC 20240. If you wish to
email comments, the email address is: [email protected].
Reference ``DOI Programmatic Clearance for Customer Satisfaction
Surveys, OMB Control Number: 1040-0001'' in your email subject line.
Include your name and return address in your email message and mark
your message for return receipt.
FOR FURTHER INFORMATION CONTACT: To request a copy of the information
collection request, any explanatory information and related forms, see
the contact information provided in the ADDRESSES section above.
SUPPLEMENTARY INFORMATION:
I. Abstract
This notice is for renewal of information collection.
The Office of Management and Budget (OMB) regulations at 5 CFR part
1320, which implement the Paperwork Reduction Act of 1995, 44 U.S.C.
3501 et seq., require that interested members
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of the public and affected agencies have an opportunity to comment on
information collection and recordkeeping activities (see 5 CFR
1320.8(d)).
The Government Performance and Results Act of 1993 (GPRA) (Pub. L.
103-62) requires agencies to ``improve Federal program effectiveness
and public accountability by promoting a new focus on results, service
quality, and customer satisfaction.'' Executive Order 13571 on
``Streamlining Service Delivery and Improving Customer Service''
requires Federal agencies to establish ``mechanisms to solicit customer
feedback on Government services.'' To fulfill this responsibility, DOI
bureaus and offices must collect data from their respective user groups
to better understand the needs and desires of the public and to respond
accordingly.
The proposed renewal covers all of the organizational units and
bureaus in DOI. Bureaus and offices will voluntarily obtain information
from their customers and stakeholders. No one survey will cover all the
topic areas; rather, these topic areas serve as a guide within which
the agencies will develop questions. Topic areas include:
(1) Communication/information/education. Questions will focus on
customer satisfaction with aspects of communication/information/
products/education offered. Respondents may be asked for feedback
regarding the following attributes of the services provided:
(a) Timeliness.
(b) Consistency.
(c) Ease of Use and Usefulness.
(d) Ease of Information Access.
(e) Helpfulness and Effectiveness.
(f) Quality.
(g) Value for fee paid for information/product/service.
(h) Level of engagement in communications process (i.e., whether
respondent feels he/she was asked for input and whether or not that
input was considered).
(2) Disability accessibility. This area will focus on customer
satisfaction data related to disability access to DOI buildings,
facilities, trails, etc.
(3) Management practices. This area covers questions relating to
how well customers are satisfied with DOI management practices and
processes, what improvements they might make to specific processes, and
whether or not they feel specific issues were addressed and reconciled
in a timely, courteous, and responsive manner.
(4) Resource management. We will ask customers and partners to
provide satisfaction data related to DOI's ability to protect,
conserve, provide access to, and preserve natural resources that we
manage.
(5) Rules, regulations, policies. This area focuses on obtaining
feedback from customers regarding fairness, adequacy, and consistency
in enforcing rules, regulations, and policies for which DOI is
responsible. It will also help us understand public awareness of rules
and regulations and whether or not they are explained in a clear and
understandable manner.
(6) Service delivery. We will seek feedback from customers
regarding the manner in which DOI delivers services. Attributes will
range from the courtesy of staff to timeliness of service delivery and
staff knowledge of the services being delivered.
(7) Technical assistance. Questions developed within this topic
area will focus on obtaining customer feedback regarding attributes of
technical assistance, including timeliness, quality, usefulness, and
the skill level of staff providing this assistance.
(8) Program-specific. Questions for this area will reflect the
specific details of a program that pertain to its customer respondents.
The questions will address very specific and/or technical issues
related to the program. The questions will be geared toward gaining a
better understanding about how to provide specific products and
services and the public's attitude toward their usefulness.
(9) General demographics. Some general demographics may be used to
augment satisfaction questions so that we can better understand the
customer and improve how we serve that customer. We may ask customers
how many times they have used a service, visited a facility within a
specific timeframe, their ethnic group, or their race.
II. Data
(1) Title: DOI Programmatic Clearance for Customer Satisfaction
Surveys.
OMB Control Number: 1040-0001.
Current Expiration Date: June 30, 2015.
Type of Review: Information Collection Renewal.
Affected Entities: DOI customers. We define customers as anyone who
uses DOI resources, products, or services. This includes internal
customers (anyone within DOI) as well as external customers (e.g., the
American public, representatives of the private sector, academia, and
other government agencies). Depending upon their role in specific
situations and interactions, citizens and DOI stakeholders and partners
may also be considered customers. We define stakeholders to mean groups
or individuals who have an expressed interest in and who seek to
influence the present and future state of DOI's resources, products,
and services. Partners are those groups, individuals, and agencies who
are formally engaged in helping DOI accomplish its mission.
Estimated annual number of respondents: 120,000. We estimate
approximately 60,000 respondents will submit DOI customer satisfaction
surveys and 60,000 will submit comment cards.
Frequency of responses: On occasion.
(2) Annual reporting and recordkeeping burden:
Total time per response: 15 minutes for a customer survey; 3
minutes for a comment card.
Total number of estimated responses: 120,000.
Total annual reporting: 18,000 hours.
(3) Description of the need and use of the information: We use
customer satisfaction surveys to help us fulfill our responsibilities
to provide excellence in government by proactively consulting with
those we serve. This programmatic clearance provides an expedited
approval process for DOI bureaus and offices to conduct customer
research through external surveys such as questionnaires and comment
cards. We anticipate that the information obtained could lead to
reallocation of resources, revisions in certain agency processes and
policies, development of guidance related to customer services, and
improvement in the way we serve the American public.
III. Request for Comments
The Department invites comments on:
(a) Whether the collection of information is necessary for the
proper performance of the functions of the agencies, including whether
the information will have practical utility;
(b) The accuracy of the agency's estimate of the burden of the
collection of information and the validity of the methodology and
assumptions used;
(c) Ways to enhance the quality, utility, and clarity of the
information to be collected; and
(d) Ways to minimize the burden of the collection of information on
respondents, including through the use of appropriate automated,
electronic, mechanical, or other collection techniques or other forms
of information technology.
``Burden'' means the total time, effort, and financial resources
expended by persons to generate, maintain, retain, disclose, or provide
information to or for a Federal agency. This includes the
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time needed to review instructions; to develop, acquire, install, and
use technology and systems for the purposes of collecting, validating,
and verifying information, processing and maintaining information, and
disclosing and providing information; to train personnel and to be able
to respond to a collection of information, to search data sources, and
to complete and review the collection of information; and to transmit
or otherwise disclose the information.
All written comments, with names and addresses, will be available
for public inspection. If you wish us to withhold your personal
information, you must prominently state at the beginning of your
comment what personal information you want us to withhold. We will
honor your request to the extent allowable by law. If you wish to view
any comments received, you may do so by scheduling an appointment with
the Department of the Interior; Office of Policy Analysis as indicated
in the ADDRESSES section above. A valid picture identification is
required for entry into the Department of the Interior.
Comments submitted in response to this notice will be summarized
and/or included in the request for OMB approval of this information
collection; they also will become a matter of public record.
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 Office of Management and Budget control number.
Dated: March 12, 2015.
Benjamin Simon,
Assistant Director, Office of Policy Analysis, U.S. Department of the
Interior.
[FR Doc. 2015-06229 Filed 3-17-15; 8:45 am]
BILLING CODE 4334-63-P