Request for OMB Clearance of an Information Collection; Customer
Satisfaction Surveys Program
Federal Register Notice
June 17, 2004
Volume 69, Number 116
AGENCY: Bureau of Transportation Statistics (BTS), DOT.
ACTION: Notice.
SUMMARY: In compliance with the Paperwork Reduction Act of 1995, Public
Law 104-13, the Bureau of Transportation Statistics invites the general
public, industry and other governmental parties to comment to the
Office of Management and Budget (OMB) on continuing need for and
usefulness of BTS´´ Customer Satisfaction Surveys. This collection
request has been published in the Federal Register on March 31, 2004 on
Page 17031 with a 60 day comment period ending May 30, 2004. The 60 day
notice produced no comments. This collection is now being submitted to
OMB for approval.
DATES: Written comments should be submitted by July 19, 2004.
ADDRESSES: You may submit a comment (identified by OMB Number 2139-
0007) to the Office of Information and Regulatory Affairs, Office of
Management and Budget, 725 17th Street, NW., Washington, DC 20503,
Attention: BTS Desk Officer.
FOR FURTHER INFORMATION CONTACT: Ms. Lori Putman, Office of Survey
Programs, K-23, Room 4432, Bureau of Transportation Statistics, 400
Seventh Street, SW., Washington, DC 20590-0001, (202) 366-5336.
SUPPLEMENTARY INFORMATION:
OMB Approval No. 2139-0007.
Title: Customer Satisfaction Surveys.
Form No.: None.
Type Of Review: Renewal of a currently approved collection.
Respondents: U.S. Households.
Number of Respondents: 22,000.
Estimated Time per Response: 5-17 minutes.
Total Annual Burden: 8700 hours (estimate).
Needs and Uses: In 1993, Executive Order #12862 was
implemented by the President to insure the highest quality service
possible to the American people. Federal agencies are required to
establish and implement customer service standards to guide the
operations of the agency, to judge the performance of the agency, and
to make appropriate resource allocations. To fulfill the requirements
of this mandate, the Bureau of Transportation Statistics (BTS)
immediately implemented plans and requirements for measuring customer
satisfaction with BTS and Department of Transportation programs and
services. As the statistical agency of the Department of
Transportation, BTS is charged with fulfilling a wide variety of user
needs. BTS has implemented a wide range of customer satisfaction
surveys. The approaches include the Omnibus Survey Programs and the BTS
Customer Satisfaction Survey, all of which are covered by this
clearance request. Consistent with the requirements of Executive Order
#12862, BTS plans to continue data collections at several
levels to better assess and evaluate customer satisfaction within
products, services, and overall performance of the agency over the next
three years.
Description of Survey Topics: The Omnibus Surveys Program is
comprised of several different surveys--A monthly Household Survey and
periodic targeted surveys. The primary purpose of the Omnibus Household
Survey are: (1) To determine the public´s level of satisfaction with
the nation´s transportation system in light of the Department´s strategic
objectives, (2) to determine the public´s satisfaction with the
Department of Transportation products and services; and (3) to be a
vehicle for the Operation Administrations within the Department of
Transportation to survey the public about Administration-specific
topics.
The Omnibus targeted surveys are designed on an "as needed" basis
to address specific, emerging transportation issues. Although there is
no schedule for such surveys, this submission requests clearance for a
maximum of 8 targeted surveys per year. In the past, BTS has conducted
such targeted surveys as the Mariner´s Survey (which collects data
about the Merchant Marines to be used in the event of a national
emergency), the Highway User Survey (which collects data on highway
usage) and the Bicycle/Pedestrian Survey (which collects data on
bicycle usage and on walking as transportation). Data collection for
targeted surveys may be one time only or recurring.
The BTS Customer Satisfaction Survey was implemented in 1998. The
resulting data identified customers who are served by the Bureau of
Transportation Statistics; determined the kind of quality of services
they want; and measured their level of satisfaction with existing
services. The surveys covered by this request do not duplicate
information currently being collected by any other agency or component
within the Department of Transportation. The information to be
collected by these surveys is not currently available in any other
format or from any other source or combination of sources.
Burden Statement: The total annual respondent burden estimate is
8,700 hours. The number of respondents and average burden hour per
response will vary with each survey.
Issued in Washington, DC, on June 9, 2004.
Michael Cohen,
Assistant Director, Survey Programs, Bureau of Transportation Statistics.
[FR Doc. 04-13714 Filed 6-16-04; 8:45 am]
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