Notice2024-07891
Agency Information Collection Activities; Renewal of a Currently Approved Information Collection: Generic Clearance of 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 15, 2024
Issuing agencies
Transportation DepartmentFederal Motor Carrier Safety Administration
Abstract
In accordance with the Paperwork Reduction Act of 1995, FMCSA announces its plan to submit the Information Collection Request (ICR) described below to the Office of Management and Budget (OMB) for review and approval. In order to work continuously to ensure that our programs are effective and meet our customers' needs, FMCSA requests approval to renew an ICR titled, "Generic Clearance of Customer Satisfaction Surveys." This ICR allows FMCSA to continue collecting feedback on our service delivery. By feedback, we mean information that provides useful insights on perceptions and opinions but are not statistical surveys that yield quantitative results that can be generalized to the population of study.
Full Text
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<title>Federal Register, Volume 89 Issue 73 (Monday, April 15, 2024)</title>
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[Federal Register Volume 89, Number 73 (Monday, April 15, 2024)]
[Notices]
[Pages 26208-26209]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-07891]
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DEPARTMENT OF TRANSPORTATION
Federal Motor Carrier Safety Administration
[Docket No. FMCSA-2023-0182]
Agency Information Collection Activities; Renewal of a Currently
Approved Information Collection: Generic Clearance of Customer
Satisfaction Surveys
AGENCY: Federal Motor Carrier Safety Administration (FMCSA), Department
of Transportation (DOT).
ACTION: Notice and request for comments.
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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, FMCSA
announces its plan to submit the Information Collection Request (ICR)
described below to the Office of Management and Budget (OMB) for review
and approval. In order to work continuously to ensure that our programs
are effective and meet our customers' needs, FMCSA requests approval to
renew an ICR titled, ``Generic Clearance of Customer Satisfaction
Surveys.'' This ICR allows
[[Page 26209]]
FMCSA to continue collecting feedback on our service delivery. By
feedback, we mean information that provides useful insights on
perceptions and opinions but are not statistical surveys that yield
quantitative results that can be generalized to the population of
study.
DATES: Comments on this notice must be received on or before May 15,
2024.
ADDRESSES: Written comments and recommendations for the proposed
information collection should be sent within 30 days of publication of
this notice to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this information
collection by selecting ``Currently under 30-day Review--Open for
Public Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: Ms. Roxane Oliver, FMCSA, Office of
Analysis, DOT, FMCSA, 1200 New Jersey Avenue SE, Washington, DC 20590,
(202) 385-2324, <a href="/cdn-cgi/l/email-protection#fcae93849d9299d2b390958a998ebc989388d29b938a"><span class="__cf_email__" data-cfemail="2e7c41564f404b00614247584b5c6e4a415a00494158">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
Title: Generic Clearance of Customer Satisfaction Surveys.
OMB Control Number: 2126-0061.
Type of Request: Renewal of currently approved collection.
Respondents: State and local agencies, general public and
stakeholders; original equipment manufacturers and suppliers to the
commercial motor vehicle (CMV) industry; fleets, owner-operators, state
CMV safety agencies, research organizations and contractors; news
organizations and safety advocacy groups.
Estimated Number of Respondents: 5,900 (5,000 customer satisfaction
survey respondents + 100 listening sessions/stakeholder feedback forums
respondents + 300 focus group respondents + 500 strategic planning
customer satisfaction survey respondents).
Estimated Time per Response: Range from 10 to 120 minutes.
Expiration Date: July 31, 2024.
Frequency of Response: Generally, on an annual basis.
Estimated Total Annual Burden: 1,758 hours (833 hours for customer
satisfaction surveys + 200 hours for listening sessions/stakeholder
feedback forums + 600 hours for focus groups + 125 hours for strategic
planning customer satisfaction surveys).
Background
Executive Order (E.O.) 12862, Setting Customer Service Standards,
requires the Federal government to provide the ``highest quality
service possible to the American people.'' E.O. 13571, Streamlining
Service Delivery and Improving Customer Service, requires the standard
of quality for services provided to the public to be customer service
equal to the best in business. In order to work continuously to ensure
that our programs are effective and meet our customers' needs, FMCSA
seeks to renew OMB's approval of a generic clearance to collect
qualitative feedback from our customers on our service delivery. The
surveys covered in this generic clearance provide a means for FMCSA to
collect this data directly from our customers. By qualitative feedback,
we mean information that provides useful insights on perceptions and
opinions but are not generated from statistical surveys that yield
quantitative results that can be generalized to the population of
study. This feedback provides insights into customer or stakeholder
perceptions, experiences, and expectations, provides an early warning
of issues with service, or focuses attention on areas of communication,
training, or changes in operations that might improve delivery of
products or services. These collections allow for ongoing,
collaborative, and actionable communications between the Agency and its
customers and stakeholders. They also allow feedback to contribute
directly to the improvement of program management.
The solicitation of feedback targets areas such as: timeliness,
appropriateness, accuracy of information, courtesy, efficiency of
service delivery, and resolution of issues with service delivery.
Responses are assessed to plan and inform efforts to improve or
maintain the quality of service offered to the public. If this
information is not collected, vital feedback from customers and
stakeholders on the Agency's services will be unavailable.
The Agency will submit a planned collection for approval under this
generic clearance only if it meets the conditions that such collections
are:
<bullet> voluntary;
<bullet> low-burden for respondents (based on considerations of
total burden hours, total number of respondents, or burden hours per
respondent) and are low-cost for both the respondents and the Federal
government;
<bullet> noncontroversial and do not raise issues of concern to
other Federal Agencies;
<bullet> targeted to the solicitation of opinions from respondents
who have experience with the program or may have experience with the
program in the near future;
<bullet> only collecting personally identifiable information (PII)
to the extent necessary and not retaining it;
<bullet> only collecting information intended to be used only
internally for general service improvement and program management, and
any release outside the Agency must indicate the qualitative nature of
the information;
<bullet> not to be used for the purpose of substantially informing
influential policy decisions; and
<bullet> intended to yield only qualitative information.
This type of generic clearance for qualitative information will not
be used for quantitative information collections that are designed to
yield reliably actionable results, such as monitoring trends over time
or documenting program performance. Such data uses require more
rigorous designs that address: the target population to which
generalizations will be made; the sampling frame; the sample design
(including stratification and clustering); the precision requirements
or power calculations that justify the proposed sample size; the
expected response rate; methods for assessing potential nonresponse
bias; the protocols for data collection; and any testing procedures
that were or will be undertaken prior to fielding the study. Depending
on the degree of influence the results are likely to have, such
collections may still be eligible for submission for other mechanisms
that are designed to yield quantitative results. As a general matter,
information collections will not result in any new system of records
containing privacy information and will not ask questions of a
sensitive nature, such as sexual behavior and attitudes, religious
beliefs, and other matters that are commonly considered private.
Public Comments Invited: You are asked to comment on any aspect of
this information collection, including: (1) whether the proposed
collection is necessary for the performance of FMCSA's functions; (2)
the accuracy of the estimated burden; (3) ways for FMCSA to enhance the
quality, usefulness, and clarity of the collected information; and (4)
ways that the burden could be minimized without reducing the quality of
the collected information.
Issued under the authority of 49 CFR 1.87.
Thomas P. Keane,
Associate Administrator, Office of Research and Registration.
[FR Doc. 2024-07891 Filed 4-12-24; 8:45 am]
BILLING CODE 4910-EX-P
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