[Federal Register: February 25, 2005 (Volume 70, Number 37)]
[Notices]
[Page 9275-9276]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr25fe05-43]
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CONSUMER PRODUCT SAFETY COMMISSION
Proposed Collection; Comment Request--Customer Satisfaction
Surveys (Fast-Track Recall Survey, Ombudsman Survey, State Partner
Survey, Hotline Survey, Web Site Survey, and Clearinghouse Survey)
AGENCY: Consumer Product Safety Commission.
ACTION: Notice.
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SUMMARY: As required by the Paperwork Reduction Act of 1995 (44 U.S.C.
Chapter 35) (PRA), the Consumer Product Safety Commission (CPSC)
requests comments on a proposed request for an extension of its PRA
approval to conduct 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 (OMB).
DATES: Written comments must be received by the Office of the Secretary
not later than April 26, 2005.
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 this proposed
extension of approval of the collection of information, or to obtain a
copy of the questions to be used for this 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) 504-7671.
SUPPLEMENTARY INFORMATION:
A. Background
OMB has approved CPSC information collection activity using
customer satisfaction surveys, OMB Control No. 0341-0128. CPSC seeks
extension of that approval, for six customer satisfaction surveys to
determine the kind and quality of services CPSC customers want and
customers' level of satisfaction with existing services. ``Customers''
of CPSC include any individual or entity interested in or affected by
agency activities. These
[[Page 9276]]
would include, but not be limited to: (1) Consumers that telephone the
Hotline or access the CPSC web-site via the internet to report product-
related incidents, or to obtain information; (2) consumers, industry
members, or others that contact the National Injury Information
Clearinghouse for information; (3) State representatives who work with
CPSC on cooperative programs; (4) firms that use CPSC's Fast-Track
Product Recall Program to report and simultaneously propose
satisfactory product recall plans; and (5) small businesses that seek
information or assistance from the CPSC's small business ombudsman.
These customer surveys are used by the CPSC Office of Planning and
Evaluation to prepare sections of the agency's annual performance plan
and accountability report in accordance with the Government Performance
and Results Act of 1993. The information from the surveys 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 the means to measure its
effectiveness in providing useful services to consumers and others, and
lack information necessary to guide program development.
B. Estimated Burden
The surveys will be conducted by in-house staff through internet,
telephone, or in writing. The CPSC staff may: (1) Conduct customer
service follow-up queries with a sample of telephone Hotline callers;
(2) survey a sample of firms that use Fast-Track Product Recall and
Ombudsman Programs to assess their views and suggestions for
improvements in the services aspects of the program; (3) conduct a
sample survey of state partners and customers of the National Injury
Information Clearinghouse; and (4) obtain Web-base survey information
on customer satisfaction with the agency's web site. Fewer than 6
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 745. The anticipated sources and respondents for surveys
conducted over a three-year period include:
Hotline........................................................ 1,000
National Injury Information Clearinghouse...................... 300
Small Businesses............................................... 200
State Partners................................................. 54
Web Site....................................................... 500
Fast Track Product Recall Program.............................. 180
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Total.................................................... 2,234
The average time needed for each response is estimated at 4
minutes. Thus, the annual time burden would be about 2,980 (4 x 745)
minutes or 50 hours. Using $23.41 an hour (the average hourly wage for
all private industry workers, according to the June 2004 Department of
Labor private industry employer compensation costs) times 50 hours, the
cost would be negligible (a total of about $1,170 per year).
C. Requests for Comments
The Commission solicits written comments from all interested
persons about the proposed extension. 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 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: February 18, 2005.
Todd Stevenson,
Secretary, Consumer Product Safety Commission.
[FR Doc. 05-3599 Filed 2-24-05; 8:45 am]
BILLING CODE 6355-01-P