Agency Information Collection Activities; DOI Programmatic Clearance for Customer Satisfaction Surveys, 74376-74378 [2020-24796]

Agencies

• DEPARTMENT OF THE INTERIOR
• Office of the Secretary

[Federal Register Volume 85, Number 225 (Friday, November 20, 2020)]
[Notices]
[Pages 74376-74378]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-24796]


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DEPARTMENT OF THE INTERIOR

Office of the Secretary

[212D0102DM, DS6CS00000, DLSN00000.000000, DX6CS25; OMB Control Number 
1040-0001]


Agency Information Collection Activities; DOI Programmatic 
Clearance for Customer Satisfaction Surveys

AGENCY: Office of the Secretary, Interior.

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, we, 
the Office of the Secretary are proposing to renew an information 
collection.

DATES: Interested persons are invited to submit comments on or before 
January 19, 2021.

ADDRESSES: Send your comments on this information collection request 
(ICR) by mail to Jeffrey Parrillo, 1849 C Street NW, Washington, DC 
20240; or by email to [email protected]. Please reference OMB Control 
Number 1040-0001 in the subject line of your comments.

FOR FURTHER INFORMATION CONTACT: To request additional information 
about this ICR, contact Jeffrey Parrillo, 1849 C Street NW, Washington, 
DC 20240; 202-208-7072; or by email to [email protected]. Individuals 
who are hearing or speech impaired may call the Federal Relay Service 
at 1-800-877-8339 for TTY assistance.

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction 
Act of 1995 (PRA, 44 U.S.C. 3501 et seq.) and 5 CFR 1320.8(d)(1), we 
provide the general public and other Federal agencies with an 
opportunity to comment on new, proposed, revised, and continuing 
collections of information. This helps us assess the impact of our 
information collection requirements and minimize the public's reporting 
burden. It also helps the public understand our information collection 
requirements and provide the requested data in the desired format.
    As part of our continuing effort to reduce paperwork and respondent 
burdens, we invite the public and other Federal agencies to comment on 
new, proposed, revised, and continuing collections of information. This 
helps us assess the impact of our information collection requirements 
and minimize the public's reporting burden. It also helps the public 
understand our information collection requirements and provide the 
requested data in the desired format.

[[Page 74377]]

    We are especially interested in public comment addressing the 
following:
    (1) Whether or not the collection of information is necessary for 
the proper performance of the functions of the agency, including 
whether or not the information will have practical utility;
    (2) The accuracy of our estimate of the burden for this collection 
of information, including the validity of the methodology and 
assumptions used;
    (3) Ways to enhance the quality, utility, and clarity of the 
information to be collected; and
    (4) How might the agency minimize the burden of the collection of 
information on those who are to respond, including through the use of 
appropriate automated, electronic, mechanical, or other technological 
collection techniques or other forms of information technology, e.g., 
permitting electronic submission of response.
    Comments that you submit in response to this notice are a matter of 
public record. We will include or summarize each comment in our request 
to OMB to approve this ICR. Before including your address, phone 
number, email address, or other personal identifying information in 
your comment, you should be aware that your entire comment--including 
your personal identifying information--may be made publicly available 
at any time. While you can ask us in your comment to withhold your 
personal identifying information from public review, we cannot 
guarantee that we will be able to do so.
    Abstract: The Government Performance and Results Act of 1993 (GPRA) 
(Pub. L. 103-62) requires agencies to ``improve Federal program 
effectiveness and public accountability by promoting a new focus on 
results, service quality, and customer satisfaction.'' To fulfill this 
responsibility, DOI bureaus and offices must collect data from their 
respective user groups to better understand the needs and desires of 
the public and to respond accordingly. Executive Order 12862 ``Setting 
Customer Service Standards'' also requires all executive departments to 
``survey customers to determine . . . their level of satisfaction with 
existing services.'' We use customer satisfaction surveys to help us 
fulfill our responsibilities to provide excellence in government by 
proactively consulting with those we serve. This programmatic clearance 
provides an expedited approval process for DOI bureaus and offices to 
conduct customer research through external surveys such as 
questionnaires and comment cards.
    The proposed renewal covers all of the organizational units and 
bureaus in DOI. Information obtained from customers by bureaus and 
offices will be provided voluntarily. No one survey will cover all the 
topic areas; rather, these topic areas serve as a guide within which 
the bureaus and offices will develop questions. Questions may be asked 
in languages other than English (e.g., Spanish) where appropriate. 
Topic areas include:
    (1) Delivery, quality and value of products, information, and 
services. Respondents may be asked for feedback regarding the following 
attributes of the information, service, and products provided:
    (a) Timeliness.
    (b) Consistency.
    (c) Accuracy.
    (d) Ease of Use and Usefulness.
    (e) Ease of Information Access.
    (f) Helpfulness.
    (g) Quality.
    (h) Value for fee paid for information/product/service.
    (2) Management practices. This area covers questions relating to 
how well customers are satisfied with DOI management practices and 
processes, what improvements they might make to specific processes, and 
whether or not they feel specific issues were addressed and reconciled 
in a timely, courteous, and responsive manner.
    (3) Mission management. We will ask customers to provide 
satisfaction data related to DOI's ability to protect, conserve, 
provide access to, provide scientific data about, and preserve natural, 
cultural, and recreational resources that we manage, and how well we 
are carrying out our trust responsibilities to American Indians.
    (4) Rules, regulations, policies. This area focuses on obtaining 
feedback from customers regarding fairness, adequacy, and consistency 
in enforcing rules, regulations, and policies for which DOI is 
responsible. It will also help us understand public awareness of rules 
and regulations and whether or not they are explained in a clear and 
understandable manner.
    (5) Interactions with DOI Personnel and Contractors. Questions will 
range from timeliness and quality of interactions to skill level of 
staff providing the assistance, as well as their courtesy and 
responsiveness during the interaction.
    (6) General demographics. Some general demographics may be gathered 
to augment satisfaction questions so that we can better understand the 
customer and improve how we serve that customer. We may ask customers 
how many times they have used a service, visited a facility within a 
specific timeframe, their ethnic group, or their race.
    All requests to collect information under the auspices of this 
proposed renewal will be carefully evaluated to ensure consistency with 
the intent, requirements, and boundaries of this programmatic 
clearance. Interior's Office of Policy Analysis will conduct an 
administrative and technical review of each specific request in order 
to ensure statistical validity and soundness. All information 
collections are required to be designed and deployed based upon 
acceptable survey research, statistical practices and sampling 
methodologies, and procedures that account for and minimize non-
response bias, in order to obtain consistent, valid data and statistics 
that are representative of the target populations.
    Title of Collection: DOI Programmatic Clearance for Customer 
Satisfaction Surveys.
    OMB Control Number: 1040-0001.
    Form Number: DI-4010.
    Type of Review: Extension of a currently approved collection.
    Respondents/Affected Public: DOI customers. We define customers as 
anyone who uses DOI resources, products, or services. This includes 
internal customers (anyone within DOI) as well as external customers 
(e.g., the American public, representatives of the private sector, 
academia, other government agencies). Depending upon their role in 
specific situations and interactions, citizens and DOI stakeholders and 
partners may also be considered customers. We define stakeholders to 
mean groups or individuals who have an expressed interest in and who 
seek to influence the present and future state of DOI's resources, 
products, and services. Partners are those groups, individuals, and 
agencies who are formally engaged in helping DOI accomplish its 
mission.
    Total Estimated Number of Annual Respondents: 70,000. We estimate 
approximately 45,000 respondents will submit DOI customer satisfaction 
surveys and 25,000 will submit comment cards.
    Total Estimated Number of Annual Responses: 70,000.
    Estimated Completion Time per Response: 15 minutes for a customer 
satisfaction surveys; 3 minutes for comment cards.
    Total Estimated Number of Annual Burden Hours: 12,500 (11,250 for 
customer satisfaction surveys and 1,250 for comment cards).
    Respondent's Obligation: Voluntary.
    Frequency of Collection: On occasion.

[[Page 74378]]

    Total Estimated Annual Nonhour Burden Cost: None.
    An agency may not conduct or sponsor and a person is not required 
to respond to a collection of information unless it displays a 
currently valid OMB control number.
    The authority for this action is the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.).

Jeffrey Parrillo,
Departmental Information Collection Clearance Officer.
[FR Doc. 2020-24796 Filed 11-19-20; 8:45 am]
BILLING CODE 4334-CC-P