Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; E-Government Website Customer Satisfaction Surveys, 52494-52495 [2021-20244]

Agencies

• DEPARTMENT OF THE INTERIOR
• Office of the Secretary

[Federal Register Volume 86, Number 180 (Tuesday, September 21, 2021)]
[Notices]
[Pages 52494-52495]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-20244]



[[Page 52494]]

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DEPARTMENT OF THE INTERIOR

Office of the Secretary

[18XD4523WT_DS64950000_ DWT000000.000000_DP.64920]; OMB Control Number 
1090-0008]


Agency Information Collection Activities; Submission to the 
Office of Management and Budget for Review and Approval; E-Government 
Website Customer Satisfaction Surveys

AGENCY: Office of the Secretary, Office of Strategic Employee and 
Organization Development, Federal Consulting Group, Interior.

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the 
Office of Strategic Employee and Organization Development, Federal 
Consulting Group is proposing to renew an information collection.

DATES: Interested persons are invited to submit comments on or before 
October 21, 2021.

ADDRESSES: Send written comments on this information collection request 
(ICR) to the Office of Management and Budget's Desk Officer for the 
Department of the Interior by email at [email protected]; or 
via facsimile to (202) 395-5806. Please provide a copy of your comments 
to Federal Consulting Group, Attention: Lucy Adams, 1849 C St. NW, MS 
4344, Washington, DC 20240-0001, or by facsimile to (202) 513-5184, or 
via email to [email protected]. Please reference OMB Control 
Number 1090-0008 in the subject line of your comments.

FOR FURTHER INFORMATION CONTACT: To request additional information 
about this ICR, contact Federal Consulting Group, Attention: Lucy 
Adams, 1849 C St. NW, MS 4344, Washington, DC 20240-0001, by telephone 
at (202) 513-7679, by facsimile to (202) 513-5184, or via email to 
[email protected]. You may also view the ICR at https://www.reginfo.gov/public/do/PRAMain.

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 
format.
    A Federal Register notice with a 60-day public comment period 
soliciting comments on this collection of information was published on 
April 23, 2021 (86 FR 21762). No comments were received.
    We are again soliciting comments on the proposed ICR that is 
described below. We are especially interested in public comment 
addressing the following issues: (1) Is the collection necessary to the 
proper functions of the Federal Consulting Group; (2) will this 
information be processed and used in a timely manner; (3) is the 
estimate of burden accurate; (4) how might the Federal Consulting Group 
enhance the quality, utility, and clarity of the information to be 
collected; and (5) how might the Federal Consulting Group minimize the 
burden of this collection on the respondents, including through the use 
of information technology.
    Comments that you submit in response to this notice are a matter of 
public record. 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 Office of Management and Budget regulation at 5 CFR 
1320, which implements the provisions of the Paperwork Reduction Act of 
1995 (44 U.S.C. 3501 et seq.), requires 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 has submitted a request to Office 
of Management and Budget to renew its approval of this collection of 
information for three years.
    This information collection activity provides a means to 
consistently assess, benchmark, and improve customer satisfaction with 
Federal government agency websites 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 Verint 
(through ForeSee, which was acquired in 2018) to offer this assessment 
to federal agencies.
    Verint/ForeSee is a leader in customer satisfaction and customer 
experience management on the web and related media. Its' methodology 
(Customer Experience Analytics or CXA) is founded on publicly available 
ACSI (American Customer Satisfaction Index) methodology, that uses a 
cause-and-effect ``structural equation model'' to precisely measure 
satisfaction quantitatively from Website users' surveys. The Verint/
ForeSee CXA Methodology is a cross-agency methodology for obtaining 
comparable measures of satisfaction with Federal Government Websites. 
It is a predictive methodology that identifies specific areas for 
improvement and determines the impact of those improvements on citizen 
satisfaction and future citizen behaviors. The ultimate purpose of 
Verint/ForeSee CXA Predictive Methodology is to help improve the 
quality of goods and services available to American citizens, including 
those from the Federal government. The Verint E-Government Website 
Satisfaction Surveys will be completed subject to the Privacy Act of 
1974, Public Law 93-579, December 31, 1974 (5 U.S.C. 522a). The agency 
information collection will be used solely for the purpose of the 
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 selected 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

[[Page 52495]]

valid Office of Management and Budget control number. The Office of 
Management and Budget control number for this collection is 1090-0008. 
The control number will be displayed on the surveys used. For 
expeditious administration of the surveys, the expiration date will not 
be displayed on the individual instruments. Response to the surveys is 
voluntary.
    Title of Collection: Verint Experience E-Gov Website Customer 
Satisfaction Surveys.
    OMB Control Number: 1090-0008.
    Form Number: None.
    Type of Review: Extension of a currently approved collection.
    Respondents/Affected Public: Individuals, Business, and State, 
Local, or Tribal Governments who have utilized Federal Government 
services.
    Estimated Completion Time per Response: Participation by Federal 
agencies will vary as new websites are added or deleted. However, based 
on our experience from the previous three-year approval period, the 
number of surveys has been very consistent with little change and 
estimate for the next three years are as follows:
    Average Expected Annual Number of Customer Satisfaction Surveys: 
250 with 5,000 respondents per survey.
    Total Estimated Number of Annual Responses: 1,250,000 Responses.
    Total Estimated Number of Annual Burden Hours: 60,764 hours.
    Respondent's Obligation: Voluntary.
    Frequency of Collection: Once per survey.
    Total Estimated Annual Non hour 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.).

    Dated: September 15, 2021.
Jessica Reed,
Director, Federal Consulting Group.
[FR Doc. 2021-20244 Filed 9-20-21; 8:45 am]
BILLING CODE 4334-63-P