[Federal Register Volume 64, Number 227 (Friday, November 26, 1999)]
[Notices]
[Pages 66478-66479]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-30719]


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GENERAL SERVICES ADMINISTRATION


Proposed Collection: Submission for OMB Review; Comment Request 
Entitled American Customer Satisfaction Index

AGENCY: General Services Administration (GSA).

ACTION: Notice of request for approval of a new information collection 
entitled American Customer Satisfaction Index.

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SUMMARY: Under the provisions of the Paperwork Reduction Act of 1995 
(44 U.S.C. Chapter 35), GSA has submitted to the Office of Management 
and Budget (OMB) a request to review and approve a new information 
collection concerning American Customer Satisfaction Index (ACSI). An 
emergency review was requested by OMB and notice was published in the 
Federal Register at 64 FR 36690, July 7, 1999. OMB approved the 
emergency collection and assigned OMB Control No. 3090-0271.
    The following summary of the proposed new information collection 
activity is designed to support the customer satisfaction policies 
outlined in Executive Order 12862, ``Setting Customer Service 
Standards,'' and to establish a means to consistently measure and 
compare customer satisfaction among high-impact agencies within the 
Executive Branch. GSA serves as the Executive Agent for this initiative 
and has selected the ACSI through a competitive procurement process as 
the vehicle for obtaining the required information.
    The ACSI is a cross-industry, cross-agency metholodogy for 
obtaining comparable measures of customer satisfaction. Along with 
other economic objectives--such as employment and growth--the quality 
of output (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 the American people.
    The surveys that comprise the Federal Government's portion of the 
ACSI will be completed subject to the Privacy Act 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 ACSI 
partnership will not be authorized to release any agency information 
upon completion of the survey without first obtaining permission from 
GSA and the agency in question. In no case shall any new system of 
records containing privacy information be developed by GSA, 
participating agencies, or the contractor responsible for compiling the 
ACSI. In addition, participating Federal agencies may only provide 
information used to randomly select respondents from among established 
systems of records providing for such routine uses.
    This survey asks no questions of a sensitive nature, such as sexual 
behavior and attitudes, religious beliefs, and other matters that are 
commonly considered private.

DATES: Submit comments on or before January 25, 2000.

ADDRESSES: Comments concerning this notice should be submitted to: 
James L. Dean, Director, Committee Management Secretariat, Room G-230 
(MC), 1800 F Street, NW, Washington, DC 20405, or e-mail to James 
D[email protected].

FOR FURTHER INFORMATION CONTACT: James Dean, Director, Committee 
Management Secretariat, General Services Administration at (202) 273-
3563, or by e-mail to James.D[email protected].

SUPPLEMENTARY INFORMATION:

A. Purpose

    The purpose of this Notice is to consult with and solicit comments 
from the public and affected agencies concerning the proposed 
collection of information under the ACSI to help improve the quality of 
goods and services available to the American people.

B. Annual Reporting Burden

    Participation by Federal agencies in the ACSI is expected to vary 
as new customer segments measured are added or deleted. However, 
projected estimates for fiscal years 1999 through 2001 are as follows:

Fiscal Year 1999--30 Customer Segments

    Respondents: 8,060; annual responses: 8,060; average minutes per 
response: .17; burden hours: 2,284.

Fiscal Year 2000--90 Customer Segments

    Respondents: 24,180; annual responses: 24,180; average minutes per 
response: .17; burden hours: 6,852.

Fiscal Year 2001--200 Customer Segments

    Respondents: 53,733; annual responses: 53,733; average minutes per 
response: .17; burden hours: 15,224.

Copy of Proposal

    A copy of this proposal may be obtained by contacting James Dean at 
the above address.


[[Page 66479]]


    Dated: November 19, 1999.
J. Les Davison,
Acting Deputy Associate Administrator for Acquisition Policy.
[FR Doc. 99-30719 Filed 11-24-99; 8:45 am]
BILLING CODE 6820-61-M