[Federal Register Volume 64, Number 238 (Monday, December 13, 1999)]
[Notices]
[Pages 69477-69478]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-32159]
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DEPARTMENT OF COMMERCE
Census Bureau
Evaluation of the Census 2000 Telephone Questionnaire Assistance
(TQA) Program
ACTION: Proposed collection; comment request.
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SUMMARY: The Department of Commerce, as part of its continuing effort
to reduce paperwork and respondent burden, invites the general public
and other Federal agencies to take this opportunity to comment on
proposed and/or continuing information collections, as required by the
Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C.
3506(c)(2)(A)).
DATES: Written comments must be submitted on or before February 11,
2000.
ADDRESSES: Direct all written comments to Linda Engelmeier,
Departmental Forms Clearance Officer, Department of Commerce, Room
5027, 14th and Constitution Avenue, NW, Washington, DC 20230 (or via
the Internet at LEngelme@doc.gov).
FOR FURTHER INFORMATION CONTACT: Requests for additional information or
copies of the information collection instrument(s) and instructions
should be directed to Wendy Davis, Bureau of the Census, DSCMO 2424/2,
Washington, DC 20233-0001, (301) 457-4051.
SUPPLEMENTARY INFORMATION:
I. Abstract
Customer satisfaction surveys will be administered to a sample of
people who access the Telephone Questionnaire Assistance (TQA) program
through either the English or Spanish toll free telephone numbers. The
caller will be asked to complete an Interactive Voice Response (IVR)
survey that asks callers to rate different characteristics of their TQA
interaction. The survey will be tailored to whether the caller
completed his/her call using the available IVR instrument or by
speaking with a TQA agent. In general, the surveys evaluate specific
aspects of the callers' TQA experience, but callers will also be asked
to rate their overall satisfaction with TQA.
This evaluation is unique, given its technical environment. This
evaluation will serve as an indication of the success of the TQA 2000
project (as measured by customer satisfaction), thereby providing
substantial feedback for future Census telephone products.
A systematic sample will be selected at the point when the call
enters the TQA network, but prior to the caller hearing the greeting to
the TQA system in the IVR. Once callers enter the IVR, they will be
notified that they have been selected to participate in a short
customer satisfaction survey. Approximately 50,000 TQA respondents will
be asked to participate in the survey, with an expected response rate
of 15 percent resulting in 7,500 completed customer satisfaction
surveys. The sample selection begins at the open of TQA 2000 (March 3,
2000) and will be completed by the end of the TQA progam (June 8,
2000).
II. Method of Collection
The customer satisfaction surveys will be administered at the
conclusion of the respondents call to TQA. When the callers indicate
that they have completed their TQA transaction, they will be informed
that they will be automatically transferred to an automated customer
satisfaction survey and that the survey is estimated to take less than
3 minutes to complete. Once the transfer takes place, the caller will
be prompted to indicate whether they have a touch tone phone or not.
The customer satisfaction survey will be tailored to their touch tone
or rotary capabilities. The completed surveys will be compiled for
evaluation purposes.
III. Data
OMB Number: Forthcoming.
Form Number: This telephone survey will have no form.
Type of Review: Regular Submission.
Affected Public: Those who receive Census short or long forms or
update/leave (US and Puerto Rico) and have direct access to a
telephone.
Estimated Number of Respondents: 50,000.
Estimated Time Per Response: 2 minutes.
Estimated Total Annual Burden Hours: 1,667.
Estimated Total Annual Cost: There is no cost to the respondent
other than the time taken to complete the survey.
Respondents Obligation: Voluntary.
Legal Authority: Title 13, United States Code, Sections 141 and
193.
[[Page 69478]]
IV. Request for Comments
Comments are invited on: (a) Whether the proposed collection of
information is necessary for the proper performance of the functions of
the agency, including whether the information shall have practical
utility; (b) the accuracy of the agency's estimate of the burden
(including hours and cost) of the proposed collection of information;
(c) ways to enhance the quality, utility, and clarity of the
information to be collected; and (d) ways to minimize the burden of the
collection of information on respondents, including through the use of
automated collection techniques or other forms of information
technology.
Comments submitted in response to this notice will be summarized
and/or included in the request for OMB approval of this information
collection; they also will become a matter of public record.
Dated: December 8, 1999.
Linda Engelmeier,
Departmental Forms Clearance Officer, Office of the Chief Information
Officer.
[FR Doc. 99-32159 Filed 12-10-99; 8:45 am]
BILLING CODE 3510-07-P
