Request for OMB Clearance of an Information Collection; Customer
Satisfaction Surveys
Federal Register Notice
February 7, 2000
Volume 65, Number 25
AGENCY: Bureau of Transportation Statistics, DOT.
ACTION: Notice.
SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the
Bureau of Transportation Statistics (BTS) intends to request approval
from the Office of Management and Budget for an information collection,
its Customer Satisfaction Surveys. Before submitting its request, BTS
is publishing this notice to invite public comment on the continuing
need and usefulness of BTS collecting this information.
DATES: You must submit your written comments by April 7, 2000.
ADDRESSES: Please send comments to the Docket Clerk, Docket No. BTS-
2000-6845, Department of Transportation, 400 Seventh Street, SW., Room
PL-401, Washington, DC 20590, from 10:00 a.m. to 5:00 p.m., Monday
through Friday, except Federal holidays.
You only need to submit one copy. If you would like the Department
to acknowledge receipt of the comments, you must include a self-
addressed stamped postcard with the following statement: Comments on
Docket BTS-2000-6845. The Docket Clerk will date stamp the postcard and
mail it back to you. If you wish to file comments using the Internet,
you may use the U.S. DOT Dockets Management System website at
http://dms.dot.gov. Please follow the instructions online for more
information. This website can also be used to read comments received.
FOR FURTHER INFORMATION CONTACT: Heather M. Contrino, Office of
Statistical Programs and Services, Bureau of Transportation Statistics,
400 Seventh Street, SW., Washington, DC 20590, telephone number 202/
366-6584, email
heather.contrino@bts.gov.
SUPPLEMENTARY INFORMATION:
Title: Customer Satisfaction Surveys.
OMB Control Number: 2139-0007.
Type of Request: Extension of a currently approved collection.
Needs and Uses: Executive Order 12862, Setting Customer Service
Standards, directs BTS to conduct surveys to determine the kind and
quality of services and products our customers want and their level of
satisfaction with existing services and products. BTS will use the
information it collects to improve product development and service
delivery and determine whether additional products and services are
needed.
Description of Survey Topics: In 1998 and 1999, the BTS Customer
Survey Program included two surveys--the Product Evaluation Survey
(PES) and the Customer Satisfaction Survey (CSS). The main objective of
the PES was to give BTS a better understanding of the technical
preferences and information needs of specific users. While it provided
information on levels of customer satisfaction, the PES focused on
products. The main objective of the CSS was to provide information
about the overall satisfaction of BTS customers, the frequency of use
of products and services, and specific information on how BTS is
meeting various customer service criteria. Although the CSS addresses
some product issues such as format compatibility and difficulty of use,
those were not the main objectives of the survey.
In the next three years, BTS anticipates surveys in two areas--
products and services. The product survey is a continuation of the CSS
and PES and will sample the population of BTS customers who have
ordered BTS products. The survey will obtain information on overall
levels of customer satisfaction, technical preferences, and
informational needs of customers. In addition, it will obtain feedback
from customers on specific BTS products.
The services surveys will provide BTS with feedback on the services
it provides to the general public and to other agencies in the
Department of Transportation. Through these surveys, BTS will obtain
feedback on the quality, completeness, utility, responsiveness, and
timeliness of its Statistical Information Line, National Transportation
Library, website, and BTS-sponsored workshops.
Burden Statement: The total annual respondent burden estimate is
1,665 hours. The number of respondents and average burden hour per
response will vary with each survey.
Public Comments Invited: BTS requests comments regarding any aspect
of this information collection, including, but not limited to: (1) The
necessity and utility of the information collection for the proper
performance of the functions of the Bureau of Transportation
Statistics; (2) the accuracy of the estimated burden; (3) ways to
enhance the quality, utility, and clarity of the collected information;
and (4) ways to minimize the collection burden without reducing the
quality of the collected information, including the use of automated
collection techniques or other forms of information technology. BTS
will summarize the comments submitted in response to this notice in its
request for OMB clearance.
Susan Lapham,
Acting Associate Director for Statistical Programs and Services.
[FR Doc. 00-2676 Filed 2-4-00; 8:45 am]
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