Agency Information Collection Activities; DOI Programmatic Clearance for Customer Satisfaction Surveys, 23607-23608 [2024-07153]

Agencies

• DEPARTMENT OF THE INTERIOR
• Office of the Secretary

[Federal Register Volume 89, Number 66 (Thursday, April 4, 2024)]
[Notices]
[Pages 23607-23608]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-07153]


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DEPARTMENT OF THE INTERIOR

Office of the Secretary

[245D0102DM, DS600000, 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, the 
Office of the Secretary are proposing to renew an information 
collection, without change.

DATES: Interested persons are invited to submit comments on or before 
June 3, 2024.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent to the Departmental Information 
Collection Clearance Officer (ICCO), 1849 C Street NW, Washington, DC 
20240; or by email to [email protected]v. 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, Departmental ICCO, 1849 C 
Street NW, Washington, DC 20240; by telephone at (202) 208-7072, or by 
email to [email protected]v. Individuals in the United States who are 
deaf, deafblind, hard of hearing, or have a speech disability may dial 
711 (TTY, TDD, or TeleBraille) to access telecommunications relay 
services. Individuals outside the United States should use the relay 
services offered within their country to make international calls to 
the point-of-contact in the United States.

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction 
Act (PRA, 44 U.S.C. 3501 et seq.) and its implementing regulations at 5 
CFR 1320.8(d)(1), all information collections require approval under 
the PRA. We may not conduct or sponsor and you are not required to 
respond to a collection of information unless it displays a currently 
valid OMB control number.
    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.
    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, Department of the Interior (DOI, Interior) 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.

[[Page 23608]]

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 aware of or 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 
information of their existing knowledge, agreement, or satisfaction 
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, visitation logistics including 
timing, distance traveled, and costs, as well as general 
characteristics (e.g., race, age, residency, etc.) about themselves and 
their group.
    (7) Experience and perceptions. This topic focuses on gathering 
specific details about the DOI experiences including logistics and 
planning, motivation for participating, and activities, as well as 
perceptions about the values, interactions, and activities. Similar to 
demographics, this information may augment satisfaction questions so 
that we can better understand the customer and improve how we serve 
that customer.
    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 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, stakeholders, and 
partners. We define customers as anyone who uses, or could potentially 
use, DOI resources, products, or services. This includes past, current, 
and potential customers (e.g., the American public, representatives of 
the private sector, academia, and other government agencies). 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. We define partners as those 
groups, individuals, and agencies who are formally engaged in helping 
DOI accomplish its mission.
    Total Estimated Number of Annual Respondents: 65,000.
    Total Estimated Number of Annual Responses: 65,000.
    Average Completion Time per Response: 10 minutes.
    Total Estimated Number of Annual Burden Hours: 10,833.
    Respondent's Obligation: Voluntary.
    Frequency of Collection: On occasion.
    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. 2024-07153 Filed 4-3-24; 8:45 am]
BILLING CODE 4334-63-P