National Contact Center; Submission for OMB Review; National Contact Center Customer Evaluation Survey, 30303 [2013-12107]

Agencies

• General Services Administration

[Federal Register Volume 78, Number 99 (Wednesday, May 22, 2013)]
[Notices]
[Page 30303]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2013-12107]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0278; Docket 2012-0001; Sequence 19]


National Contact Center; Submission for OMB Review; National 
Contact Center Customer Evaluation Survey

AGENCY: Contact Center Services, Federal Citizen Information Center, 
Office of Citizen Services and Innovative Technologies, General 
Services Administration.

ACTION: Notice of request for comments regarding an extension to an 
existing OMB clearance.

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SUMMARY: Under the provisions of the Paperwork Reduction Act, the 
General Services Administration will be submitting to the Office of 
Management and Budget (OMB) a request to review and approve an 
extension of a previously approved information collection requirement 
regarding the National Contact Center customer evaluation surveys. In 
this request, the previously approved surveys have been supplemented 
with surveys that will temporarily replace those existing surveys for 
one period of several months. These temporary surveys will allow the 
National Contact Center to compare its customer service levels to those 
of private industry contact centers. A notice was published in the 
Federal Register at 78 FR 14549, on March 6, 2013. No comments were 
received.

DATES: Submit comments on or before: June 21, 2013.

FOR FURTHER INFORMATION CONTACT: Tonya Beres, Federal Information 
Specialist, Office of Citizen Services and Communications, at telephone 
(202) 501-1803 or via email to tonya.beres@gsa.gov.

ADDRESSES: Submit comments identified by Information Collection 3090-
0278, National Contact Center Evaluation Survey, by any of the 
following methods:
     Regulations.gov: https://www.regulations.gov. Submit 
comments via the Federal eRulemaking portal by searching the OMB 
control number. Select the link ``Submit a Comment'' that corresponds 
with ``Information Collection 3090-0278, National Contract Center 
Evaluation Survey''. Follow the instructions provided at the ``Submit a 
Comment'' screen. Please include your name, company name (if any), and 
``Information Collection 3090-0278, National Contract Center Evaluation 
Survey'' on your attached document.
     Fax: 202-501-4067.
     Mail: General Services Administration, Regulatory 
Secretariat (MVCB), 1275 First Street NE., Washington, DC 20417. ATTN: 
Hada Flowers/IC 3090-0278, National Contract Center Evaluation Survey.
    Instructions: Please submit comments only and cite Information 
Collection 3090-0278, National Contract Center Evaluation Survey, in 
all correspondence related to this collection. Submit comments 
regarding this burden estimate or any other aspect of this collection 
of information, including suggestions for reducing this burden to: FAR 
Desk Officer, OMB, Room 10102, NEOB, Washington, DC 20503. All comments 
received will be posted without change to https://www.regulations.gov, 
including any personal and/or business confidential information 
provided.

SUPPLEMENTARY INFORMATION:

A. Purpose

    This information collection will be used to assess the public's 
satisfaction with the National Contact Center service, to assist in 
increasing the efficiency in responding to the public's need for 
Federal information, and to assess the effectiveness of marketing 
efforts.
    Public comments are particularly invited on: Whether this 
collection of information is necessary and whether it will have 
practical utility; whether our estimate of the public burden of this 
collection of information is accurate and based on valid assumptions 
and methodology; and ways to enhance the quality, utility, and clarity 
of the information to be collected.

B. Annual Reporting Burden

    Temporary Telephone survey (One year only):

Respondents: 300.
Responses per Respondent: 1.
Annual Responses: 300.
Hours Per Response: 0.116.
Total Burden Hours: 35.

    Permanent Telephone Survey:

Respondents (Year one): 900.
Respondents (subsequent years): 1000.
Responses per Respondent: 1.
Annual Responses (year one): 900.
Annual Responses (subsequent years): 1000.
Hours per Response: 0.033.
Total Burden Hours (year one): 30.
Total Burden Hours (subsequent years): 33.33.

    Temporary Email survey (One year only):

Respondents: 600.
Responses per Respondent: 1.
Annual Responses: 600.
Hours per Response: 0.0833.
Total Burden Hours: 50.

Permanent Email Survey:

Respondents (Year one): 960.
Respondents (subsequent years): 1560.
Responses per Respondent: 1.
Annual Responses (year one): 960.
Annual Responses (subsequent years): 1560.
Hours per Response: 0.05.
Total Burden Hours (year one): 48.
Total Burden Hours (subsequent years): 78.

    Temporary Web Chat survey (One year only):

Respondents: 400.
Responses per Respondent: 1.
Annual Responses: 400.
Hours per Response: 0.0833.
Total Burden Hours: 33.33.

Permanent Web Chat Survey:

Respondents (Year one): 440.
Respondents (subsequent years): 840.
Responses per Respondent: 1.
Annual Responses (year one): 440.
Annual Responses (subsequent years): 840.
Hours per Response: 0.05.
Total Burden Hours (year one): 22.
    Total Burden Hours (subsequent years): 42.
Total Annual Respondents (year one): 3600.
Total Annual Respondents (year one).
Total Burden Hours (Combined, Year One): 218.
Total Burden Hours (Combined, Subsequent Years): 153.33.

    Obtaining Copies Of Proposals: Requesters may obtain a copy of the 
information collection documents from the General Services 
Administration, Regulatory Secretariat (MVCB), 1275 First Street NE., 
Washington, DC 20417, telephone (202) 501-4755. Please cite OMB Control 
No. 3090-0278, National Contact Center Customer Evaluation Survey, in 
all correspondence.

    Dated: May 15, 2013.
Casey Coleman,
Chief Information Officer.
[FR Doc. 2013-12107 Filed 5-21-13; 8:45 am]
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