Agency Information Collection Activities; American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys, 22701-22703 [2021-08426]
[Federal Register Volume 86, Number 81 (Thursday, April 29, 2021)]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-08426]
DEPARTMENT OF THE INTERIOR
Office of the Secretary
[18XD4523WT DWT000000.000000 DS64950000 DP.64920; OMB Control Number
OMB Control Number 1090-0007]
Agency Information Collection Activities; American Customer
Satisfaction Index (ACSI) Government Customer Satisfaction Surveys
AGENCY: Office of Strategic Employee and Organization Development,
Federal Consulting Group, Office of the Secretary, Interior.
ACTION: Notice of information collection; request for comment.
SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the
Federal Consulting Group (FCG), is proposing to renew an information
DATES: Interested persons are invited to submit comments on or before
June 28, 2021.
ADDRESSES: Send written comments on this information collection request
to Federal Consulting Group, Attention: Rafael Williams, 1849 C St. NW,
MS 4344, Washington, DC 20240-0001, or via email to
[email protected] or by phone to (202) 748-3770. Individuals
providing comments should reference Customer Satisfaction Surveys (OMB
ID: 1090-0007) in the subject line of their comments.
FOR FURTHER INFORMATION CONTACT: To request additional information
about this ICR, contact Rafael Williams, Federal Consulting Group, by
email at [email protected], and by telephone at 202-748-3770.
SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction
Act of 1995, 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
We are soliciting comments on the proposed ICR that is described
below. We are especially interested in public comment addressing the
following issues: (1) Whether the proposed collection of information is
necessary for the proper performance of FCG's functions, including
whether the information will have practical utility; (2) the accuracy
of FCG's estimate of the burden of the proposed collection of
information; (3) ways to enhance the quality, utility, and clarity of
the information to be collected; and (4) ways to minimize the burden of
the collection of information on respondents, including through the use
of automated collection techniques or the use of other forms of
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, Federal agencies 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.'' FCG provides access for all Federal agencies to
use the American Customer Satisfaction Index (ACSI) for customer
satisfaction surveying to help the Federal government fulfill its
responsibilities to provide excellence in government by proactively
consulting with those we serve.
The Office of Management and Budget regulation @5 CFR 1320, which
implement provisions of the Paperwork Reduction Act of 1995 (44 U.S.C.
3501 et seq.), require that interested members of the public and
affected agencies have an opportunity to comment on information
collection and recordkeeping activities [see 5 CFR 1320.8(d)]. The
Office of Strategic Employee and Organization Development, Federal
Consulting Group will submit a request to the Office of Management and
Budget to renew its approval of this collection of information for
The proposed renewal of this information collection activity
provides a means to consistently assess, benchmark, and improve
customer satisfaction with Federal government agency programs and/or
services within the Executive Branch. The Federal Consulting Group of
the Department of the Interior serves as the executive agent for this
methodology and has partnered with the Claes Fornell International
Group (CFI Group) and the American Customer Satisfaction Index (ACSI)
to offer the ACSI to Federal government agencies.
The CFI Group, a leader in customer satisfaction and customer
experience management, offers a comprehensive model that quantifies the
effects of quality improvements on citizen satisfaction. The CFI Group
has developed the methodology and licenses it to the American Customer
Satisfaction Index, an independent organization which produces the
American Customer Satisfaction Index (ACSI). This national indicator is
developed for different economic sectors each quarter, which are then
published in The Wall Street Journal. The ACSI was introduced in 1994
by Professor Claes Fornell under the auspices of the University of
Michigan, the American Society for Quality (ASQ), and the CFI Group.
The ACSI monitors and benchmarks customer satisfaction across more than
200 companies and many U.S. Federal agencies.
The ACSI is the only internationally recognized cross-industry,
cross-agency methodology for obtaining comparable measures of customer
satisfaction for Federal government programs and/or services. Along
with other economic objectives--such as employment and growth--the
quality of outputs (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 American citizens.
ACSI surveys conducted by the Federal Consulting Group are subject
to the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5
U.S.C. 552a). The agency information collection is an integral part of
conducting an ACSI survey. The contractor will not be authorized to
release any agency information upon completion of the survey without
first obtaining permission from the Federal Consulting Group and the
participating agency. In no case shall any new system of records
containing privacy information be developed by the Federal Consulting
Group, participating agencies, or the contractor collecting the data.
In addition, participating Federal agencies may only provide
information used to randomly select respondents from among established
systems of records provided for such routine uses.
There is no other agency or organization able to provide the
information accessible through the surveying approach used in this
information collection. Further, the information will enable Federal
agencies to determine customer satisfaction metrics with discrimination
capability across variables. Thus, this information collection will
assist Federal agencies in making the best use of resources in a
targeted manner to improve service to the public.
This survey asks no questions of a sensitive nature, such as sexual
behavior and attitudes, religious beliefs, or other matters that are
commonly considered private.
An agency may not conduct or sponsor, and a person is not required
to respond to, a collection of information unless it is operating under
a currently valid OMB control number. The Office of Management and
Budget control number for this collection is 1090-0007. The control
number will be displayed on the surveys used. Response to the surveys
Title of Collection: American Customer Satisfaction Index (ACSI)
Government Customer Satisfaction Surveys.
OMB Control Number: 1090-0007.
Form Number: None.
Type of Review: Renewal of a currently approved collection.
Respondents/Affected Public: Individuals, Business, and State,
Local, or Tribal Governments who have utilized Federal Government
Total Estimated Number of Annual Respondents: Participation by
Federal agencies in the ACSI is expected to vary as new customer
segment measures are added or deleted. However, based on historical
records, projected average estimates for the next three years are as
Average Expected Annual Number of Customer Satisfaction Surveys:
100 with 800 respondents per survey.
Total Estimated Number of Annual Responses: 80,000.
Estimated Completion Time per Response: 12.0 minutes.
Total Estimated Number of Annual Burden Hours: 16,000.
Respondent's Obligation: Voluntary.
Frequency of Collection: Once per survey.
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.).
Departmental Information Collection Clearance Officer.
[FR Doc. 2021-08426 Filed 4-28-21; 8:45 am]
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