65FR38317 Request for OMB Clearance of an Information Collection; Customer Satisfaction Surveys
robop...@us.govnews.org
Posting-number: Volume 65, Issue 119, Page 38317
[Federal Register: June 20, 2000 (Volume 65, Number 119)]
[Notices]
[Page 38317-38318]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr20jn00-115]
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DEPARTMENT OF TRANSPORTATION
Bureau of Transportation Statistics
[Docket No. BTS-2000-6845]
Request for OMB Clearance of an Information Collection; Customer
Satisfaction Surveys
AGENCY: Bureau of Transportation Statistics, DOT.
ACTION: Notice.
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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the
Bureau of Transportation Statistics (BTS) has requested approval from
the Office of Management and Budget for an information collection, its
Customer Satisfaction Surveys. BTS published a Federal Register notice
asking for public comment on these surveys on February 7, 2000, but did
not receive any comments in response.
DATES: You must submit your written comments by July 20, 2000.
ADDRESSES: Please send comments to both (1) the Office of Information
and Regulatory Affairs (OIRA), OMB, 7251 7th Street, NW., Washington,
DC 20503, attention: DOT Desk Officer; and (2) 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. Comments must include
the OMB control number, 2139-0007.
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 US
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: Tanya Guthrie, Office of Statistical
Programs and Services, Bureau of Transportation Statistics, 400 Seventh
Street, SW., Washington, DC 20590, telephone number 202/366-2087, email
tanya....@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: To fulfill the requirements of this Executive Order
12862, Setting Customer Service Standards, the Bureau of Transportation
Statistics (BTS) 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. The diversity of BTS activities and customers demands a more
inclusive and comprehensive approach to measuring customer service and
monitoring and using customer
[[Page 38318]]
feedback. BTS has implemented a wide range of customer satisfaction
surveys. Information derived from the BTS customer satisfaction surveys
will be used to (a) identify the customers who are, or should be,
served by the agency; (b) survey customers to determine the kind and
quality of services they want and their level of satisfaction with
existing services; (c) post service standards and measure results
against them; (d) benchmark customer service performance; (e) survey
employees on barriers to, and ideas for, matching the best in business;
(f) provide customers with choices in both the sources of service and
the means of delivery; (g) make information, services, and complaint
systems easily accessible; and (h) provide means to address customer
complaints.
Description of Survey Topics: Since 1998, the BTS Customer
Satisfaction Survey Program included the Product Evaluation Survey
(PES), the Customer Satisfaction Survey (CSS), and the Omnibus Survey.
The PES provides information on levels of customer satisfaction with
various products, and the objective of the survey is to give BTS a
better understanding of the technical preferences and information needs
of specific users. The main objective of the CSS is 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, it is not the main objective of the survey. The
Omnibus Survey focused on frequency of use of various modes within the
transportation, satisfaction with highways, and satisfaction with
transportation in the local community. Over the next three years, BTS
will implement the Customer Satisfaction Survey and the Omnibus Survey
Program. The Customer Satisfaction Survey will assess what customers
think about the quality of products and services and how we might
improve them to meet customer needs. The Omnibus Survey will assess
satisfaction with the transportation system, and will target the DOT
strategic goals of safety, mobility, economic growth, human and natural
environment and national security.
Burden Statement: The total annual respondent burden estimate is
10,000 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.
Heather Contrino,
Surveys Program Manager.
[FR Doc. 00-15539 Filed 6-19-00; 8:45 am]
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