Notice2024-07153
Agency Information Collection Activities; DOI Programmatic Clearance for 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
April 4, 2024
Issuing agencies
Interior Department
Abstract
In accordance with the Paperwork Reduction Act of 1995, the Office of the Secretary are proposing to renew an information collection, without change.
Full Text
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<title>Federal Register, Volume 89 Issue 66 (Thursday, April 4, 2024)</title>
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[Federal Register Volume 89, Number 66 (Thursday, April 4, 2024)]
[Notices]
[Pages 23607-23608]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[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 <a href="/cdn-cgi/l/email-protection#a9f9fbe8e9c0c6da87cdc6c087cec6"><span class="__cf_email__" data-cfemail="44141605042d2b376a202b2d6a232b">[email protected]</span></a>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 <a href="/cdn-cgi/l/email-protection#1141435051787e623f757e783f767e"><span class="__cf_email__" data-cfemail="a1f1f3e0e1c8ced28fc5cec88fc6ce">[email protected]</span></a>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
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