[Federal Register Volume 62, Number 6 (Thursday, January 9, 1997)]
[Notices]
[Pages 1324-1325]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-518]
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CONSUMER PRODUCT SAFETY COMMISSION
Proposed Collection of Information; Comment Request; Customer
Satisfaction Surveys
AGENCY: Consumer Product Safety Commission.
ACTION: Notice.
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SUMMARY: As required by the Paperwork Reduction Act of 1995 (44 U.S.C.
Chapter 35), the Consumer Product Safety Commission requests comments
on a proposed collection of information consisting of three surveys of
users of the Commission's Hot-line, National Injury Information
Clearinghouse, and State Partners program. The Commission will use the
results of these surveys to measure customer satisfaction with these
three activities and to prepare a report on customer satisfaction
required by Executive Order 12862 and the Government Performance and
Review Act of 1993.
DATES: Written comments concerning the proposed collection of
information must be received by the Office of the Secretary not later
than March 10, 1997.
ADDRESSES: Written comments should be captioned ``Customer Service
Surveys'' and mailed to the Office of the Secretary, Consumer Product
Safety Commission, Washington, D.C. 20207, or delivered to that office,
room 502, 4330 East-West Highway, Bethesda, Maryland.
FOR FURTHER INFORMATION CONTACT: For further information about the
proposed collection of information, or to obtain a copy of any of the
survey forms to be used for this collection of information, call or
write William Zamula, Directorate for Economic Analysis, Consumer
Product Safety Commission, Washington, DC 20207; telephone: (301) 504-
0962, extension 1331.
SUPPLEMENTARY INFORMATION:
A. Background
The Government Performance and Review Act (GPRA) (Pub. L. 103-62,
107 Stat. 287; 31 U.S.C. Secs. 1115-1119) directs Federal agencies to
improve their effectiveness and public accountability by promoting ``a
new focus on results, service quality, and customer satisfaction.''
Executive Order 12862, dated September 11, 1993, requires Federal
agencies to establish customer service standards and to publish
customer service plans. That order further requires agencies to measure
results against their customer service standards and to report those
results to their customers at least once each year. Agencies are also
required to report those results to the National Performance Review,
which will transmit them to the President and Vice President. Reports
are due each September from 1997 through 1999.
Three Commission activities provide services directly to the
public:
The CPSC Hot-line, a toll-free service that provides consumers with
information about recalls of unsafe consumer products and information
about using products safely;
The National Injury Information Clearinghouse, which provides data
about incidents involving injuries associated with consumer products;
and
The State Partners program, which supports product safety efforts
of states and territories by providing news releases, training,
speakers, and exhibits.
B. Surveys of Customer Satisfaction
During 1997, the Commission proposes to conduct three brief surveys
to measure customer satisfaction with each of these programs. These
surveys will be conducted by mail and telephone. The Commission will
use the results of these surveys to prepare the report required by
Executive Order 12862 and the GPRA, and to make any appropriate
improvement to the programs. In 1996, the Commission conducted
customer-service surveys on the Hot-line, the Clearinghouse, and the
State Partners program.
C. Estimated Burden
The Commission staff estimates that the total hourly burden to the
public imposed by these three surveys will be approximately 13.5 hours.
The number of respondents, amount of time for each response, and hourly
burden of each of the three surveys are listed below:
Total Hour Burden for Three Surveys
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Total
Number of Time per hour
Survey completed respondent burden
interviews (minutes) (hours)
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Hot-line Survey..................... 180 2 6
Clearinghouse Survey................ 150 2 5
State and Local Partners............ 49 3 2.5
Total......................... 379 ........... 13.5
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The staff estimates that the total monetary cost to the public of
the three surveys will be approximately $160. This cost estimate was
obtained by estimating the value of respondents' time at $12, the
average hourly wage in the private sector.
The Commission staff estimates that the agency will expend
approximately 200 hours of professional staff time to collect the
information during these three surveys, and another 240 hours of
professional staff time to analyze the data and prepare the reports
required by the Executive Order. The average cost of professional staff
time to the Commission is $35 an hour. Thus, the
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total cost of the three surveys to the Commission is estimated to be
$15,400.
D. Request for Comments
The Commission solicits written comments from all interested
persons about the proposed collection of information. The Commission
specifically solicits information about the hourly burden and monetary
costs imposed by this collection of information. The Commission also
seeks information relevant to the following topics:
Whether the collection of information is necessary for the
proper performance of the Commission's functions;
Whether the information will have practical utility for
the Commission;
Whether the quality, utility, and clarity of the
information to be collected could be enhanced; and
Whether the burden imposed by the collection of
information could be minimized by use of automated, electronic or other
technological collection techniques, or other form of information
technology.
Dated: January 6, 1997.
Sadye E. Dunn,
Secretary, Consumer Product Safety Commission.
[FR Doc. 97-518 Filed 1-8-97; 8:45 am]
BILLING CODE 6355-01-P