[Federal Register: May 29, 2008 (Volume 73, Number 104)]
[Notices]
[Page 30883-30884]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr29my08-46]
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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 July 28, 2008.
ADDRESSES: Written comments should be captioned ``Customer Satisfaction
Surveys'' and e-mailed to the Office of the Secretary at cpsc-
os@cpsc.gov. Comments may also be sent by facsimile to (301) 504-0127,
or by mail to the Office of the Secretary, Consumer Product Safety
Commission, 4330 East West Highway, Bethesda, Maryland 20814.
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 Glatz, Division of Policy and Planning, Office of
Information Technology and Technology Services, Consumer Product Safety
Commission, 4330 East West Highway, Bethesda, MD 20814; telephone:
(301) 504-7671 or by e-mail to lglatz@cpsc.gov.
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 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 on recent product recalls; (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 Financial
Management, 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 primarily 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-based survey information
on customer satisfaction with the
[[Page 30884]]
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 684. The anticipated sources and respondents for surveys
conducted over a three-year period include:
Hotline...................................................... 350
National Injury Information Clearinghouse.................... 300
Small Businesses............................................. 200
State Partners............................................... 54
Web-site..................................................... 1000
Fast Track Product Recall Program............................ 150
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2,054
The estimated time of the total annualized cost/burden to
respondents would be approximately 65 hours. The annualized cost to
respondents for the hour burden for collection of information is
$1,821.95 based on a total of 65 hours at $28.03/hour (Bureau of Labor
Statistics average hourly private industry employer compensation costs,
December 2007).
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: May 23, 2008.
Todd Stevenson,
Secretary, Consumer Product Safety Commission.
[FR Doc. E8-12008 Filed 5-28-08; 8:45 am]
BILLING CODE 6355-01-P