2010-17293. Submission for OMB Review; Comment Request

Title: Data Collection Plan for the Customer Satisfaction Evaluation of Child Welfare Information Gateway.

OMB No.: 0970-0303.

Description: The National Clearinghouse on Child Abuse and Neglect Information (NCCAN) and the National Adoption Information Clearinghouse (NAIC) received OMB approval to collect data for a customer satisfaction evaluation under OMB control number 0970-0303. On June 20, 2006, NCCAN and NAIC were consolidated into Child Welfare Information Gateway (Information Gateway).

The proposed information collection activities include revisions to the Customer Satisfaction Evaluation approved under OMB control number 0970-0303 to reflect current information needs for providing innovative and useful products and services.

Child Welfare Information Gateway is a service of the Children's Bureau, a component within the Administration for Children and Families, and Information Gateway is dedicated to the mission of connecting professionals and concerned citizens to information on programs, research, legislation, and statistics regarding the safety, permanency, and well-being of children and families.

Information Gateway's main functions are identifying information needs, locating and acquiring information, creating information, organizing and storing information, disseminating information, and facilitating information exchange among professionals and concerned citizens. A number of vehicles are employed to accomplish these activities, including, but not limited to, website hosting, discussions with customers (e.g. phone, live chat, etc.), and dissemination of publications (both print and electronic).

The Customer Satisfaction Evaluation was initiated in response to Executive Order 12862 issued on September 11, 1993. The Order calls for putting customers first and striving for a customer-driven government that matches or exceeds the best service available in the private sector. To that end, Information Gateway's evaluation is designed to better understand the kind and quality of services customers want, as well as customers' level of satisfaction with existing services. The proposed data collection activities for the evaluation include customer satisfaction surveys, customer comment cards, selected publication surveys, and focus groups.

Respondents: Child Welfare Information Gateway customers.

Annual Burden Estimates

Instrument	Affected public	Number of respondents	Number of responses per respondent	Average burden hours per response	Total burden hours
Customer Survey	Individuals/Households	846	1	0.078	66
	Private Sector	182	1	0.078	14
(Web site, E-mail, Print, Live Chat, and Phone)	State, Local, or Tribal Governments	187	1	0.078	15
Publication Survey	Individuals/Households	86	1	0.052	4
	Private Sector	19	1	0.052	1
	State, Local, or Tribal Governments	19	1	0.052	1
Comment Card	Individuals/Households	300	1	0.014	4
	Private Sector	65	1	0.014	1
(General Web and Conference versions)	State, Local, or Tribal Governments	66	1	0.014	1
Online Tool/Web Section Survey	Individuals/Households	229	1	0.052	12
	Private Sector	30	1	0.052	2
	State, Local, or Tribal Governments	28	1	0.052	1
Webinar Feedback Survey	Private Sector	597.5	1	0.052	31
	Federal Government	1,049.5	1	0.052	55
General Focus Group Guide	Private Sector	12	1	1.0	12
	State, Local, or Tribal Governments	12	1	1.0	12
User Needs Assessment Focus Group Guide	Private Sector	12	1	1.0	12
	State, Local, or Tribal Governments	12	1	1.0	12
Customer Services Information Questions	Individuals/Households	2,730	1	0.014	38
	Private Sector	608.4	1	0.014	9
	State, Local,or Tribal Governments	561.6	1	0.014	8

Total Estimated Annual Burden Hours: 311.

Additional Information:

Copies of the proposed collection may be obtained by writing to the Administration for Children and Families, Office of Administration, Office of Information Services, 370 L'Enfant Promenade, SW., Washington, DC 20447, Attn: ACF Reports Clearance Officer. All requests should be identified by the title of the information collection. E-mail address: [e-mail].

OMB Comment:

OMB is required to make a decision concerning the collection of information between 30 and 60 days after publication of this document in the Federal Register. Therefore, a comment is best assured of having its full effect if OMB receives it within 30 days of publication. Written comments and recommendations for the proposed information collection should be sent directly to the following: Office of Management and Budget, Paperwork Reduction Project, Fax: [phone], E-mail: [e-mail], Attn: Desk Officer for the Administration for Children and Families.

Dated: July 6, 2010.

Robert Sargis,

Reports Clearance Officer.