[Federal Register Volume 64, Number 227 (Friday, November 26, 1999)]
[Notices]
[Pages 66478-66479]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-30719]
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GENERAL SERVICES ADMINISTRATION
Proposed Collection: Submission for OMB Review; Comment Request
Entitled American Customer Satisfaction Index
AGENCY: General Services Administration (GSA).
ACTION: Notice of request for approval of a new information collection
entitled American Customer Satisfaction Index.
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SUMMARY: Under the provisions of the Paperwork Reduction Act of 1995
(44 U.S.C. Chapter 35), GSA has submitted to the Office of Management
and Budget (OMB) a request to review and approve a new information
collection concerning American Customer Satisfaction Index (ACSI). An
emergency review was requested by OMB and notice was published in the
Federal Register at 64 FR 36690, July 7, 1999. OMB approved the
emergency collection and assigned OMB Control No. 3090-0271.
The following summary of the proposed new information collection
activity is designed to support the customer satisfaction policies
outlined in Executive Order 12862, ``Setting Customer Service
Standards,'' and to establish a means to consistently measure and
compare customer satisfaction among high-impact agencies within the
Executive Branch. GSA serves as the Executive Agent for this initiative
and has selected the ACSI through a competitive procurement process as
the vehicle for obtaining the required information.
The ACSI is a cross-industry, cross-agency metholodogy for
obtaining comparable measures of customer satisfaction. Along with
other economic objectives--such as employment and growth--the quality
of output (goods and services) is a part of measuring living standards.
The ACSI's ultimate purpose is to help improve the quality of goods and
services available to the American people.
The surveys that comprise the Federal Government's portion of the
ACSI will be completed subject to the Privacy Act 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 ACSI
partnership will not be authorized to release any agency information
upon completion of the survey without first obtaining permission from
GSA and the agency in question. In no case shall any new system of
records containing privacy information be developed by GSA,
participating agencies, or the contractor responsible for compiling the
ACSI. In addition, participating Federal agencies may only provide
information used to randomly select respondents from among established
systems of records providing for such routine uses.
This survey asks no questions of a sensitive nature, such as sexual
behavior and attitudes, religious beliefs, and other matters that are
commonly considered private.
DATES: Submit comments on or before January 25, 2000.
ADDRESSES: Comments concerning this notice should be submitted to:
James L. Dean, Director, Committee Management Secretariat, Room G-230
(MC), 1800 F Street, NW, Washington, DC 20405, or e-mail to James
Dean@gsa.gov.
FOR FURTHER INFORMATION CONTACT: James Dean, Director, Committee
Management Secretariat, General Services Administration at (202) 273-
3563, or by e-mail to James.Dean@gsa.gov.
SUPPLEMENTARY INFORMATION:
A. Purpose
The purpose of this Notice is to consult with and solicit comments
from the public and affected agencies concerning the proposed
collection of information under the ACSI to help improve the quality of
goods and services available to the American people.
B. Annual Reporting Burden
Participation by Federal agencies in the ACSI is expected to vary
as new customer segments measured are added or deleted. However,
projected estimates for fiscal years 1999 through 2001 are as follows:
Fiscal Year 1999--30 Customer Segments
Respondents: 8,060; annual responses: 8,060; average minutes per
response: .17; burden hours: 2,284.
Fiscal Year 2000--90 Customer Segments
Respondents: 24,180; annual responses: 24,180; average minutes per
response: .17; burden hours: 6,852.
Fiscal Year 2001--200 Customer Segments
Respondents: 53,733; annual responses: 53,733; average minutes per
response: .17; burden hours: 15,224.
Copy of Proposal
A copy of this proposal may be obtained by contacting James Dean at
the above address.
[[Page 66479]]
Dated: November 19, 1999.
J. Les Davison,
Acting Deputy Associate Administrator for Acquisition Policy.
[FR Doc. 99-30719 Filed 11-24-99; 8:45 am]
BILLING CODE 6820-61-M
