[Federal Register: November 16, 2001 (Volume 66, Number 222)]
[Notices]               
[Page 57707-57708]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr16no01-33]                         

=======================================================================
-----------------------------------------------------------------------

CONSUMER PRODUCT SAFETY COMMISSION

 
Proposed Collection; Comment Request--Customer Satisfaction 
Surveys (Fast Track Recall Survey, Ombudsman Survey, State Partner 
Survey, Hotline Survey, and Clearinghouse Survey)

AGENCY: Consumer Product Safety Commission.

ACTION: Notice.

-----------------------------------------------------------------------

SUMMARY: As required by the Paperwork Reduction Act of 1995 (44 U.S.C. 
Chapter 35), the Consumer Product Safety Commission (CPSC) requests 
comments on proposed surveys to determine customers' level of 
satisfaction with existing services. The Commission will consider all 
comments received in response to this notice before requesting approval 
of this collection of information from the Office of Management and 
Budget.

DATES: Written comments must be received by the Office of the Secretary 
not later than January 15, 2002.

ADDRESSES: Written comments should be captioned ``Customer Satisfaction 
Surveys'' and mailed to the Office of the Secretary, Consumer Product 
Safety Commission, Washington, DC 20207, or delivered to the attention 
of that office, room 419, North Tower, 4330 East-West Highway, 
Bethesda, Maryland, 20814. Written comments may also be sent to the 
Office of the Secretary by facsimile at (301) 504-0127 or by e-mail at 
cpsc-os@cpsc.gov.

FOR FURTHER INFORMATION CONTACT: For information about the proposed 
collection of information, or to obtain a copy of the questions to be 
used for this

[[Page 57708]]

collection of information, call or write Linda L. Glatz, management and 
program analyst, Office of Planning and Evaluation, Consumer Product 
Safety Commission, Washington, DC 20207; (301) 504-0416, Ext. 2264.

SUPPLEMENTARY INFORMATION:

A. Background

    This request for clearance of several planned customer satisfaction 
surveys is in response to the Government Performance and Results Act 
(GPRA)-related evaluations of service quality and customer 
satisfaction. ``Customers'' of CPSC include any individual or entity 
interested in or affected by agency activities. These would include, 
but not be limited to, (1) Consumers telephoning the Hotline to report 
product-related incidents, or to receive information; (2) consumers, 
industry members, or others contacting the National Injury Information 
Clearinghouse for information; (3) State representatives who work with 
CPSC on cooperative programs; (4) firms using CPSC's Fast-Track Product 
Recall Program to report and simultaneously propose satisfactory 
product recall plans; and (5) small businesses that have sought 
information or assistance from the CPSC's small business ombudsman.
    The information will be used by the CPSC Office of Planning and 
Evaluation to prepare sections of the agency's annual performance 
report (required by the GPRA). This information will provide measures 
of the quality and effectiveness of agency efforts related to three 
goals in its strategic plan (informing the public, industry services, 
and customer satisfaction). If this information is not collected, the 
Commission would not have useful measures of its effectiveness in 
providing useful services to consumers and others, and information 
necessary to guide program development would not be available.

B. Estimated Burden

    The surveys will be conducted by in-house staff through telephone 
or in writing by (1) Customer service follow-up queries with samples of 
telephone Hotline callers, (2) surveying a sample of firms using the 
Fast-track Product Recall Program to assess their views and suggestions 
for improvements in the service aspects of the program, and (3) 
conducting mail surveys of state partners and samples of customers of 
the National Injury Information Clearinghouse. Fewer than 5 customer 
surveys or information collection activities a year would be conducted 
using this clearance.
    The Commission staff estimates the number of annual respondents to 
be about 1,504. Among the anticipated sources and annual respondents 
are:

Hotline......................................................      1,000
National Injury Information Clearinghouse....................        300
Small Businesses.............................................         50
State Partners...............................................         54
Fast Track Product Recall Program............................        100
                                                              ----------
                                                                   1,504


    The average time needed for each response is estimated at 3.5 
minutes. Thus, the annual time burden would be about 5,264 (3.5  x  
1,504) minutes or 88 hours. Using $13.50 an hour (the average hourly 
wage for all private industry workers, according to the 2000 edition of 
the Statistical Abstract of the U.S.) times 88 hours, the cost would be 
negligible (a total of about $1,188 per year).

C. Requests for Comments

    The Commission solicits written comments from all interested 
persons about the proposed surveys. The Commission specifically seeks 
information relevant to the following topics:

--Whether the surveys described above are necessary for the proper 
performance of the Commission's functions, including whether the 
information would have practical utility;
--Whether the estimated burden of the proposed collections of 
information are accurate;
--Whether the quality, utility, and clarity of the information to be 
collected could be enhanced; and
--Whether the burden imposed by the collection of information could be 
minimized by use of automated, electronic or other technological 
collection techniques, or other forms of information technology.

    Dated: November 9, 2001.
Todd Stevenson,
Acting Secretary, Consumer Product Safety Commission.
[FR Doc. 01-28685 Filed 11-15-01; 8:45 am]
BILLING CODE 6355-01-P