Agency Information Collection Activities; Submission for OMB Review; Comment Request; EBSA Participant Assistance Program Customer Survey, 22755 [2020-08617]

Agencies

• DEPARTMENT OF LABOR
• Office of the Secretary

[Federal Register Volume 85, Number 79 (Thursday, April 23, 2020)]
[Notices]
[Page 22755]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-08617]


=======================================================================
-----------------------------------------------------------------------

DEPARTMENT OF LABOR

Office of the Secretary


Agency Information Collection Activities; Submission for OMB 
Review; Comment Request; EBSA Participant Assistance Program Customer 
Survey

ACTION: Notice of availability; request for comments.

-----------------------------------------------------------------------

SUMMARY: The Department of Labor (DOL) is submitting this Employee 
Benefits Security Administration (EBSA)-sponsored information 
collection request (ICR) to the Office of Management and Budget (OMB) 
for review and approval in accordance with the Paperwork Reduction Act 
of 1995 (PRA). Public comments on the ICR are invited.

DATES: The OMB will consider all written comments that agency receives 
on or before May 26, 2020.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent within 30 days of publication of 
this notice to www.reginfo.gov/public/do/PRAMain. Find this particular 
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function.
    Comments are invited on: (1) Whether the collection of information 
is necessary for the proper performance of the functions of the 
Department, including whether the information will have practical 
utility; (2) if the information will be processed and used in a timely 
manner; (3) the accuracy of the agency's estimates of the burden and 
cost of the collection of information, including the validity of the 
methodology and assumptions used; (4) ways to enhance the quality, 
utility and clarity of the information collection; and (5) ways to 
minimize the burden of the collection of information on those who are 
to respond, including the use of automated collection techniques or 
other forms of information technology.

FOR FURTHER INFORMATION CONTACT: Frederick Licari by telephone at 202-
693-8073, TTY 202-693-8064, (these are not toll-free numbers) or by 
email at [email protected].

SUPPLEMENTARY INFORMATION: This survey will collect customer 
satisfaction data for a sample of private citizens who call into the 
participant assistance program to ask about their private sector 
employer provided benefits such as pensions, retirement savings, and 
health benefits. Three types of callers will be queried:

     Those who need benefit claim assistance;
     Those who have a valid benefit claim; and
     Those who have an invalid benefit claim.

    The results of the survey will be analyzed to provide actionable 
data that could be used to improve program performance. Examples of 
improved performance include, but are not limited to:

     Being more attuned to inquirers' needs--Benefits 
Advisors should be more adept at identifying issues that lead to 
benefits recoveries and enforcement leads;
     Survey data will enable National and Regional 
management to identify potential training needs;
     Satisfaction scores will guide EBSA leadership to 
determine which Regions need assistance improving customer service; 
and
     Scores on individual BAs will reveal high performers 
and allow the agency to use those BAs' techniques as best practices 
for program-wide improvement.

    The study will include data from regional offices in Atlanta, 
Boston, Chicago, Cincinnati, Dallas, Kansas City, Los Angeles, New 
York, Philadelphia and San Francisco and District offices in Miami, 
Seattle and Washington. For additional substantive information about 
this ICR, see the related notice published in the Federal Register on 
January 29, 2020 (85 FR 5241).
    This information collection is subject to the PRA. A Federal agency 
generally cannot conduct or sponsor a collection of information, and 
the public is generally not required to respond to an information 
collection, unless the OMB approves it and displays a currently valid 
OMB Control Number. In addition, notwithstanding any other provisions 
of law, no person shall generally be subject to penalty for failing to 
comply with a collection of information that does not display a valid 
OMB Control Number. See 5 CFR 1320.5(a) and 1320.6.
    DOL seeks PRA authorization for this information collection for 
three (3) years. OMB authorization for an ICR cannot be for more than 
three (3) years without renewal. The DOL notes that information 
collection requirements submitted to the OMB for existing ICRs receive 
a month-to-month extension while they undergo review.
    Agency: DOL-EBSA.
    Title of Collection: EBSA Participant Assistance Program Customer 
Survey.
    OMB Control Number: 1210-0NEW.
    Affected Public: Individuals or Households.
    Total Estimated Number of Respondents: 11,200.
    Total Estimated Number of Responses: 11,200.
    Total Estimated Annual Time Burden: 1,493 hours.
    Total Estimated Annual Other Costs Burden: $0.

    Authority:  44 U.S.C. 3507(a)(1)(D).

    Dated: April 17, 2020.
Anthony May,
Acting Departmental Clearance Officer.
[FR Doc. 2020-08617 Filed 4-22-20; 8:45 am]
 BILLING CODE 4510-29-P