Notice of Proposed Information Collection: Comment Request; Assessment of FHA Lender Customer Satisfaction-Survey of Businesses, 19211 [E7-7283]

Agencies

• DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Federal Register Volume 72, Number 73 (Tuesday, April 17, 2007)]
[Notices]
[Page 19211]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: E7-7283]


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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-5121-N-12]


Notice of Proposed Information Collection: Comment Request; 
Assessment of FHA Lender Customer Satisfaction--Survey of Businesses

AGENCY: Office of the Assistant Secretary for Housing--Federal Housing 
Commissioner, HUD.

ACTION: Notice.

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SUMMARY: The proposed information collection requirement described 
below will be submitted to the Office of Management and Budget (OMB) 
for review, as required by the Paperwork Reduction Act. The Department 
is soliciting public comments on the subject proposal.

DATES: Comments Due Date: June 18, 2007.

ADDRESSES: Interested persons are invited to submit comments regarding 
this proposal. Comments should refer to the proposal by name and/or OMB 
Control Number and should be sent to: Lillian Deitzer, Reports 
Management Officer, Department of Housing and Urban Development, 451 
7th Street, SW., Room 4178, Washington, DC 20410 or Lillian--L--
Deitzer@hud.gov.

FOR FURTHER INFORMATION CONTACT: James Beavers, Assistant Director, 
Office of Single Family Program Development, Department of Housing and 
Urban Development, 451 7th Street SW., Washington, DC 20410, telephone 
(202) 402-2205 (this is not a toll free number) for copies of the 
proposed forms and other available information.

SUPPLEMENTARY INFORMATION: The Department is submitting the proposed 
information collection to OMB for review, as required by the Paperwork 
Reduction Act of 1995 (44 U.S.C. Chapter 35, as amended).
    This Notice is soliciting comments from members of the public and 
affected agencies concerning the proposed collection of information to: 
(1) Evaluate whether the proposed collection 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 of the proposed collection of 
information; (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 the 
use of appropriate automated collection techniques or other forms of 
information technology, e.g., permitting electronic submission of 
responses.
    This Notice also lists the following information:
    Title of Proposal: Assessment of FHA Lender Customer Satisfaction--
Survey of Businesses.
    OMB Control Number, if applicable: 2502-NEW.
    Description of the need for the information and proposed use: FHA 
has recently undertaken efforts to modernize programs and processes in 
order to maintain a strong lending position with unserved and 
underserved borrowers. A customer satisfaction survey will be conducted 
to assist FHA in first assessing the level of satisfaction that lenders 
have with their financing programs and then monitor the changes in 
satisfaction as the enhancements to their programs are put in place. By 
compiling quantitative data regarding customer satisfaction, steps can 
be taken to improve FHA's standing in the lending market. The initial 
survey will serve as a baseline from which to measure improvement in 
satisfaction levels as the survey is completed on an annual basis.
    In 2005, the ``Studies of the Barriers of the Use of FHA Programs 
and the Use of Third-Party Originators for FHA-Insured Loans'' reported 
that the key factors contributing to the decline of FHA-insured product 
use in the lending market were the product itself, FHA processes, and 
customer relations. From these results, it was recommended that FHA 
undertake steps to enhance its products and processes and to improve 
its customer service. In an effort to reinvigorate its programs, re-
engineer its processes, and increase responsiveness to mortgagees, FHA 
has begun to roll out new changes in its programs and methods. FHA is 
in need of a successful mechanism through which they can address their 
progress in removing the barriers that were mentioned in the study. A 
customer satisfaction survey serves as a useful method of assessing the 
levels of satisfaction of new programs and also identifying areas that 
still need more attention. This survey will address specific items and 
access respondents' levels of satisfaction or dissatisfaction so that 
FHA can take the appropriate actions while reforming their programs and 
processes. Through conducting this survey on an annual basis, FHA will 
have a consistent and quantitative measure of the level of customer 
satisfaction and also determine if the overall sentiment regarding FHA 
has changed versus prior years.
    Agency form numbers, if applicable: None.
    Estimation of the total numbers of hours needed to prepare the 
information collection including number of respondents, frequency of 
response, and hours of response: The number of burden hours is 167. The 
number of respondents is 668, the frequency of response is annually, 
and the burden hour per response is 15 minutes.
    Status of the proposed information collection:

    Authority: The Paperwork Reduction Act of 1995, 44 U.S.C., 
Chapter 35, as amended.

    Dated: April 11, 2007.
Frank L. Davis,
General Deputy Assistant Secretary for Housing--Deputy Federal Housing 
Commissioner.
[FR Doc. E7-7283 Filed 4-16-07; 8:45 am]
BILLING CODE 4210-67-P