Notice2021-20244
Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; E-Government Website Customer Satisfaction Surveys
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
September 21, 2021
Issuing agencies
Interior Department
Abstract
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.
Full Text
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<title>Federal Register, Volume 86 Issue 180 (Tuesday, September 21, 2021)</title>
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[Federal Register Volume 86, Number 180 (Tuesday, September 21, 2021)]
[Notices]
[Pages 52494-52495]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[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 <a href="/cdn-cgi/l/email-protection#145b5d46554b476176797d67677d7b7a547b79763a717b643a737b62"><span class="__cf_email__" data-cfemail="ffb0b6adbea0ac8a9d92968c8c969091bf90929dd19a908fd1989089">[email protected]</span></a>; 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 <a href="/cdn-cgi/l/email-protection#367a43555f575857695752575b45765f59451852595f18515940"><span class="__cf_email__" data-cfemail="074b72646e666966586663666a74476e68742963686e29606871">[email protected]</span></a>. 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
<a href="/cdn-cgi/l/email-protection#713d041218101f102e1015101c0231181e025f151e185f161e07"><span class="__cf_email__" data-cfemail="cf83baaca6aea1ae90aeabaea2bc8fa6a0bce1aba0a6e1a8a0b9">[email protected]</span></a>. You may also view the ICR at <a href="http://www.reginfo.gov/public/do/PRAMain">http://www.reginfo.gov/public/do/PRAMain</a>.
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
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