Agency Forms Submitted for Office of Management and Budget (OMB) Review Notice

Federal RegisterSep 29, 1994

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OFFICE OF SPECIAL COUNSEL

Agency Forms Submitted for Office of Management and Budget (OMB)

Review Notice

SUMMARY: In accordance with the Paperwork Reduction Act of 1980, as

amended (44 U.S.C. Chapter 35), the U.S. Office of Special Counsel

(OSC) has submitted a proposal for the collection of information to OMB

for review and approval.

(1) Collection title: OSC Customer Surveys.

(2) Forms submitted: OSC Forms 48-48c.

(3) OMB Number: New Information Collection.

(4) Expiration date of current OMB clearance: Three years from date

of OMB approval.

(5) Type of request: New collection.

(6) Frequency of response: Once per matter completed by OSC

(maximum).

(7) Respondents: Federal employees will be the primary respondents.

State or local government employees, businesses or other for-profit

entities, non-profit institutions, and small businesses or

organizations may be respondents on an occasional, infrequent basis.

(8) Estimated annual number of respondents: 2,320 (maximum).

(9) Total annual responses: 2,230 (maximum).

(10) Averge time per response: .2708 hours.

(11) Total annual reporting hours: 628.256.

(12) Collection description: Four written surveys seeking

qualitative information in completed cases from individuals who have

(a) alleged prohibited personnel practices; (b) alleged prohibited

personnel practices or Hatch Act violations resolved after full field

investigation by OSC; (c) received written Hatch Act advisory opinions,

or alleged Hatch Act violations resolved without field investigation;

and (4) disclosed possible wrongdoing by federal agencies to OSC.

ADDRESSES: Comments regarding the information collection should be

addressed to Erin M. McDonnell, Associate Special Counsel for Planning

and Advice, U.S. Office of Special Counsel, 1730 M Street, NW., Suite

300, Washington, DC 20036-4505, and the OMB reviewer, Joseph F. Lackey,

Office of Management and Budget, New Executive Office Building, Room

10235, 1725-17th Street, NW., Washington, DC 20503.

FOR FURTHER INFORMATION CONTACT:

Erin M. McDonnell, Associate Special Counsel for Planning and Advice,

U.S. Office of Special Counsel, 1730 M Street, NW., Suite 300,

Washington, DC 20036-4505, (202) 653-8971 [phone], (202) 653-5151

[fax].

SUPPLEMENTARY INFORMATION: Copies of the forms and supporting documents

can be obtained from Erin M. McDonnell, Associate Special Counsel for

Planning and Advice, at the address shown above.

Dated: September 22, 1994.

James A. Kahl,

Deputy Special Counsel.

U.S. Office of Special Counsel; Generic Clearance Request for Approval

of Customer Survey Activities

Date: September 22, 1994.

Contact: Erin M. McDonnell, (202) 653-8971.

I. Introduction

The U.S. Office of Special Counsel (OSC) requests that the Office

of Management and Budget (OMB) issue a generic clearance of customer

surveys that OSC intends to send to individuals who seek the agency's

assistance. In developing these customer surveys, OSC was guided by

OMB's ``Resource Manual for Customer Surveys'' (October 1993 edition).

While OSC is not subject to the requirements of Executive Order

12862,\1\ OSC is placing increased emphasis on customer service

activities consistent with the principles and objectives of the

executive order. In the spirit of the order, OSC provided an update on

current and planned customer services activities to the National

Performance Review on September 8, 1994.

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\1\Pursuant to discussions with Mr. Greg Wood at the National

Performance Review, we understand that OSC is not subject to the

executive order because, with limited exceptions, OSC's direct

customers are employees of the federal government.

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A. Overview of OSC's Activities

The U.S. Office of Special Counsel is an independent agency

responsible for:

The investigation of allegations of prohibited personnel

practices defined by law at 5 U.S.C. 2302(b) (including reprisal for

whistleblowing), and other activities prohibited by civil service law,

rule or regulation, and the initiation of corrective and disciplinary

actions when such remedial actions are warranted;

The interpretation and enforcement of Hatch Act provisions

on political activity in Chapters 15 and 73 of Title 5 of the U.S.

Code; and

The provision of a secure channel through which federal

employees may make disclosures of information evidencing violations of

law, rule or regulation, gross waste of funds, gross mismanagement,

abuse of authority, or a substantial and specific danger to public

health or safety, without disclosure of the employee's identity (except

with the employee's consent).

Allegations of prohibited personnel practices and other activities

prohibited by civil service law, rule or regulation, and allegations of

Hatch Act violations are initially reviewed by OSC's Complaints

Examining Unit (CEU). After a thorough initial investigation, CEU

refers matters stating a potentially valid statutory claim to the

Investigation Division for full field investigation. Finally, the

Prosecution Division reviews completed field investigations to

determine whether the inquiry has established any violation of law,

rule or regulation, and whether the matter warrants corrective or

disciplinary action, or both. If such action is appropriate, matters

may be resolved through negotiation with the parties involved or, if

those efforts are unsuccessful, through litigation before the U.S.

Merit Systems Protection Board. In Fiscal Year (FY) 1993, OSC received

2,256 new matters containing allegations of prohibited personnel

practices, Hatch Act violations or other allegations of wrongdoing, and

we completed actions in 1,951 such matters.

In addition to the Hatch Act activities described above, OSC also

interprets and provides advice about that Act. During FY 1993, OSC's

Hatch Act Unit issued 219 written advisory opinions, provided 1,109

oral advisory opinions in response to telephone inquiries, and

responded to an additional 718 telephone inquiries requesting general

information.

Finally, OSC's Disclosure Unit (the agency's secure channel for

whistleblower disclosures) receives and evaluates disclosures from

federal employees about violations of law, rules or regulations, or

other wrongdoing involving federal agencies. In some instances, OSC is

required to refer these allegations to the head of the agency involved

for an investigation and a report. In other cases, OSC may require the

agency head to review the matter and inform OSC of what actions, in

any, will be taken. In FY 1993, OSC's Disclosure Unit received and

considered 209 disclosure matters, and resolved 78 such matters.

B. OSC's Proposed Customer Survey Efforts

OSC plans to use four different written surveys to elicit

qualitative information from customers served by the agency. The

surveys will be sent to--

Individual's alleging prohibited personnel practices whose

cases have been completed by OSC after review by the Complaints

Examining Unit (Attachment A);

Individuals alleging prohibited personnel practices or

Health Act violations whose cases have been completed by OSC

(regardless of the disposition) after a full field investigation and

review by the Prosecution Division (Attachment B);

Individuals who have received written advisory opinions

about allowable and unallowable political activity under the Hatch Act,

or whose Hatch Act complaints have been resolved without a full field

investigation (Attachment C); and

Individuals whose disclosures of possible wrongdoing by

federal agencies have been acted on by the OSC Disclosure Unit

(regardless of the disposition of the case) (Attachment D).

OSC plans to distribute the four survey forms on a trial basis to

approximately 180 customers, selected from OSC computer lists of

matters completed in FY 1994. These customers will represent a

stratified cross-section of individuals in each of the four customer

groups to which the surveys relate. Based upon feedback from these

customers, OSC will make necessary revisions to the survey forms and

will determine the scope and frequency of survey activity planned for

the balance of the three-year authorization period sought by this

request.

Attachment E details OSC's customer survey efforts (with projected

burden hours if it adopts the most comprehensive strategy--i.e.,

surveys of customers in all completed OSC cases for calendar years

1995-97. Of course, OSC will notify OMB of the surveying strategy it

adopts after the trial period. Similarly, to the extent that the survey

forms need to be significantly revised or supplemented due to

intervening developments, such as amendments to OSC's statutory

authority, we will also notify OMB.\2\

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\2\For example, enactment of new authorizing legislation pending

in Congress, under which OSC would be given jurisdiction to

investigate complaints from employees of government corporations

alleging reprisal for whistleblowing, would increase the numbers of

individuals subject to OSC's proposed survey activity.

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OSC agrees to prepare and submit annual progress reports on its

customer survey efforts as necessary at the end of calendar years 1995-

1997. Any reports submitted will include the number of burden hours

used, a summary of activities undertaken and the results achieved, and

will address any revisions required in the clearance.

OSC plans to continue to draw upon the experience of other

government agencies with customer survey plans, and to exchange

information about best practices and successes with those plans and

survey activities. Funds permitting, we also hope to make use of

training opportunities offered by the Joint Program in Survey

Methodology and other sources to assist us in refining our survey

methodologies.

While OSC cannot promise particular results in advance in any given

case, the Special Counsel has made it a priority of the agency to do as

much as we legally can for individuals who seek the agency's

assistance. This emphasis on customer service encompasses many things,

including providing timely responses, treating customers courteously

and respectfully, and resolving reasonable doubts in favor of persons

who come to OSC for help. Consistent with the priority the Special

Counsel has placed on customer service, she has appointed a senior

official, Associate Special Counsel for Planning and Advice Erin M.

McDonnell, to oversee and direct the agency's customer surveying

efforts. All of these endeavors reflect OSC's commitment to provide the

highest quality of service to its customers.

II. Supporting Statement

A. Justification

1. Circumstances of information collection. OSC is requesting

generic approval to conduct qualitative customer satisfaction surveys

over the next three years, which are designed to determine federal

employees' and other customers' satisfaction with OSC's current

services. (See Attachment E.) These surveys are voluntary and they do

not solicit information that is required by law or regulation.

2. Purposes of collective/consequences of not collecting the

information. Approval of this information collection will enable OSC

management and staff to obtain information necessary to:

Explore customer perceptions, expectations and experience

with OSC;

Assess levels of customer satisfaction;

Identify areas where improvements can be made;

Link results with management planning and other agency

operations;

Establish customer service standards and actionable

measures;

Improve external relations with customers; and

Build customer awareness at all levels of the

organization.

As indicated in the introduction to this request, it is an agency

priority to ensure the efficiency and effectiveness of the service

provided by OSC to individuals seeking its assistance. Failure to

pursue the collection of the information sought will deprive the agency

of information necessary to perform the functions listed above. OSC

will make all survey results to Congress and other requestors in

accordance with applicable laws and regulations.

3. Use of improved information technology to reduce burden, or

technical or legal obstacles to reducing burden: Improved information

technology will be used whenever practicable to reduce the burden on

the public. There are no technical or legal obstacles to reducing this

burden.

4. Efforts to identify duplication: Duplication of effort or

information collected will be avoided by surveying a customer only once

for each matter he or she submits to OSC. OSC's customer survey program

will also include training of staff involved in survey activities by

the senior agency official responsible for coordinating the program.

Such training will alert the staff to implementation issues, including

duplication of effort or information collected.

5. Reason(s) for inability to use or modify similar information

already available for intended purposes: OSC is not aware of any prior

survey of all categories of its customers. Indeed, the most recent

General Accounting Office review of OSC operations (dated November

1993) focused only on the agency's handling of whistleblower reprisal

cases. Moreover, that GAO survey did not reflect new procedures

implemented by the Special Counsel (the head of the agency) over the

past two years.

6. Methods used to minimize burden on small businesses or other

entities: Very few small businesses or other small entities will be

affected by these efforts. To the extent that a small business may be a

customer (e.g., by making a Hatch Act complaint), the burden will be

kept to a minimum by asking for opinions on a voluntary basis, and by

asking for only the information needed to obtain opinions on OSC's

performance in areas of concern.

7. Consequence to federal program or policy activities of less

frequent collections: Failure to conduct a trial distribution of

surveys to the four customer categories identified by OSC would deprive

the agency of an effective tool for refinement of the surveys as

necessary to improve their utility and minimize the burden on

respondents. In making its decision about the scope and frequency of

survey activity after the trial distribution, OSC will take appropriate

steps to assure that the collections of information are the least

burdensome necessary to accomplish agency functions and achieve program

objectives.

8. Special circumstances that require collection to be conducted in

a manner inconsistent with the guidelines in 5 C.F.R. 1320.6: These

collections will be conducted in accordance with the guidelines in 5

C.F.R. 1320.6.

9. Efforts to consult with persons outside the agency: OSC's survey

plan was developed after review of the OMB Resource Manual for Customer

Surveys. we have also consulted with several federal agencies--

including the Departments of Justice and Commerce, and the Office of

Personnel Management--and will continue these efforts. Moreover, survey

recipients will be invited to comment on the surveys during the test

period.

10. Assurance of confidentiality provided to respondents and the

basis for the assurance in statute, regulation or agency policy:

Individuals and organizations contacted will be assured of the

confidentiality of their replies under 5 U.S.C. 1212(g) and 1213(h)-

(i), 5 U.S.C. 552 (Freedom of Information Act), and 5 U.S.C. 552a,

(Privacy Act of 1974) A Privacy Act notice will appear on the surveys

or the accompanying cover letters. Moreover, survey respondents are not

required to provide their names or other identifying information on the

survey form. If this information is not supplied, the respondent cannot

be identified.

11. Justification for questions of a sensitive nature: No sensitive

information will be collected.

12. Estimates of annualized cost to the federal government and

respondents, and description of method: The costs to the federal

government of OSC's customer survey efforts are expected to consist of

mailing charges for surveys and any follow-up notices, pre-paid return

envelopes, and the associated overhead costs of document preparation,

mailing and analysis. The cost to respondents will consist of their

time in reading and responding to the survey, the value of which is

unknown.

13. Estimates of burden of collection of information: After the

trial period, if OSC decides to survey all customers in all completed

cases, the total burden on the public for completion of the four types

of surveys under this generic clearance is estimated to be 1,849 hours.

This is based upon an estimated review and completion time of 15

minutes each for three of the surveys (Attachments A, C and D) and 20

minutes for the fourth (Attachment B). Under this type of surveying,

the annual burden (rounded to the next higher whole number) is

estimated to be 620 hours in FY 1995; 599 hours in FY 1996; and 630

hours in FY 1997.

14. Reasons for changes in burden: Not applicable.

15. Collections of information for statistical use. Not applicable.

B. Collections of Information Employing Statistical Methods

As discussed above, OSC will distribute the four surveys

(Attachments A-D) on a trial basis. Based on OSC's assessment of the

results of this trial mailing, we will determine the scope and

frequency of survey activity planned for the balance of the three-year

authorization period.

OSC may determine after the trial distribution to survey all OSC

customers in cases closed between FY 1995-1997, or to survey selected

samples of customers in one (and possibly more) categories, depending

upon workload, cost, and other relevant factors. Should any of the four

surveys use statistical methods to select respondents, OSC will supply

the information specified in Items 1-5 of OMB's guidelines on

preparation of supporting statements for requests for OMB approval of

collections of information under the Paperwork Reduction act.

Attachments

Attachment A

OSC Form 48 (9/94)

OMB Control No. ______

Expiration______

Office of Special Counsel Customer Survey

The Office of Special Counsel (OSC) recently completed action on

your complaint alleging that your agency committed a prohibited

personnel practice. We closed our file in this matter for the reasons

expressed in the OSC closure letter. In order to better serve you and

other federal employees, we hope that you will take a few minutes to

answer this questionnaire and return it in the postage paid envelope.

For each question below, please circle the most appropriate

response.

1. How did you hear about OSC?

a. Friend/co-worker

b. Employee relations/personnel office

c. Inspector General's office

d. Congressional office

e. Newspaper, television or radio

f. Other (please explain) __________

2. How long after you filed your complaint did you receive a letter

acknowledging receipt of your complaint by OSC?

a. Less than one month

b. More than one month

c. I never received an acknowledgement letter from OSC

3. How long after you filed your complaint did a member of OSC's

complaint examination staff contact you?

a. Less than one month

b. More than one month

c. I was never contacted by OSC complaint examination staff

4. Did OSC's complaint examination staff member explain to you the

types of prohibited personnel practices that might apply to your case,

and OSC's authority to seek corrective action in your case?

a. Yes

b. No

c. Don't recall

5. Please describe the amount of time it took OSC to complete its

consideration of your complaint:

a. Three months or less

b. Six months

c. Nine months

d. More than nine months

e. Don't recall

6. The time it took OSC to complete its consideration of your complaint

was:

a. Longer than you expected

b. Shorter than you expected

c. About the length of time your expected

7. Enclosed with this survey is a letter from OSC explaining why we

closed your case. Do you believe this letter clearly explains why we

were unable to take further action in your case?

a. Yes

b. No

If not, how could we make it clearer? (Please explain).

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Please indicate your response to the statements in Questions 8-11 by

circling the number from 1 to 5 that best describes your response.

1=Strongly Disagree

2=Disagree

3=No Opinion

4=Agree

5=Strongly Agree

8. The OSC complaint examination staff was courteous and professional.

9. The OSC complaint examination staff clearly explained the role of

OSC and the OSC complaint process.

10. The OSC complaint examination staff kept me informed of the status

of my case.

11. The OSC complaint examination staff was available to answer

additional questions and accept further information from me while my

complaint was pending.

12. If you were satisfied with the service you received from OSC,

please tell us why.

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13. If you were dissatisfied with the service you received from OSC,

please tell us why.

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14. We invite your comments or suggestions on specific ways in which we

could improve our service.

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15. OPTIONAL. You may provide your name and case number so that OSC can

look into any concerns that you raised in this survey.

Your name: ________________

OSC case number: ____________

Thank you for contacting OSC and for taking the time to complete

this questionnaire. If you have any questions or need additional

information about our services, please call us at (800) 872-9855. Any

of our representatives will be pleased to help you.

Enclosure

Survey Comments/Suggestions (Optional)

We would be pleased to receiver any comments you may have about

this survey, including any suggestions on changes needed to make

specific questions clearer, or to otherwise improve the overall survey

for future recipients. If your comment or suggestion pertains to a

particular survey question or item, please specify the question/item

number under the column provided. Thank you.

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Question Item No. Comment suggestion

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Attachment B

OSC Form 48a (9/94)

OMB Control No. ______

Expiration ______

Office of Special Counsel Customer Survey

The Office of Special Counsel (OSC) recently completed action on

your complaint alleging a violation of the Hatch Act or that your

agency committed a prohibited personnel practice. In order to better

serve you and other federal employees, we hope that you will take a few

minutes to answer this questionnaire and return it in the enclosed paid

envelope.

For each question below, please circle the most appropriate

response.

1. How did you hear about OSC?

a. Friend/co-worker

b. Employee relations/personnel office

c. Inspector General's office

d. Congressional office

e. Newspaper, television or radio

f. Other (please explain) __________

2. Please indicate the subject matter of your case.

a. A prohibited personnel practice involving whistleblowing

b. A prohibited personnel practice not involving whistlelbowing

c. A combination of whistleblowing and other prohibited personnel

practices

d. Freedom of Information Act

e. Hatch Act

3. What was the final action taken by OSC in your case?

a. My case was investigated and closed

b. My case was investigated and settled

c. My case was investigated and brought before the U.S. Merit

Systems Protection Board

4. How long after you were notified that your case had been referred

for a full field investigation did OSC investigative staff contact you?

a. One month or less

b. More than a month

c. I was never contacted by OSC investigative staff

d. I was never notified that my case had been referred for

investigation

5. Did an OSC investigative staff member explain the role of OSC and

how the investigation would be conducted?

a. Yes

b. No

c. Don't recall

If the explanation was unclear, how could he/she have made the

explanation clearer? (Please explain).

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6. Did an OSC investigative staff member explain OSC's investigation

process and what OSC's procedures would be after the investigation was

completed?

a. Yes

b. No

c. Don't recall

If the explanation was unclear, how could he/she have made the

explanation clearer? (Please explain).

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7. Did an OSC investigative staff member ask you what your expectations

were for corrective action?

a. Yes

b. No

c. Don't recall

Please indicate your response to the statements in Questions 8-10 by

circling the number from 1 to 5 that best describes your response.

1=Strongly Disagree

2=Disagree

3=No Opinion

4=Agree

5=Strongly Agree

8. The OSC investigative staff was courteous and professional.

9. The OSC investigative staff kept me informed of the status of the

investigation.

10. The OSC investigative staff was available to answer additional

questions and accept information from me while my case was being

investigated.

11. Were you ever contacted by an OSC legal staff member by letter or

by telephone about your case?

a. Yes

b. No (Skip to Question 13)

c. Don't recall (Skip to Question 13)

12. When you were contacted by the OSC legal staff, were you given an

explanation of the action OSC would take in your case, the reasons for

OSC's decision to take that action, or the options available to you in

pursuing a resolution of your case?

a. Yes

b. No

c. Don't recall

d. Not applicable

If the explanation was unclear, how could it have been made clearer?

(Please explain).

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13. Did you receive periodic notification from the OSC legal staff on

the status of your case?

a. Yes

b. No

c. Don't recall

If yes, did these notifications provide adequate information about the

status of your case? (Please explain).

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14. If you received a letter from OSC informing you of the closure of

your case, do you believe that the letter (copy enclosed) clearly

explains why OSC was unable to take further action in your case?

a. Yes

b. No

c. I did not receive a closure letter from OSC.

If the explanation was unclear, how could we make it clearer?

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Please indicate your response to the statements in Questions 15-18 by

circling the number from 1 to 5 that best describes your response.

1=Strongly Disagree

2=Disagree

3=No Opinion

4=Agree

5=Strongly Agree

15. The OSC legal staff treated me in a courteous and professional

manner.

16. The OSC legal staff clearly explained OSC's litigation process and

procedures.

17. The OSC legal staff was available to answer additional questions

and accept further information from me while he/she was handling my

case.

18. If your case was brought before the U.S. Merit Systems Protection

Board by OSC, please indicate your response to the following statements

by circling the number from 1 to 5 that best describes your response.

(Please skip any question that is inapplicable to your case.)

(a) The OSC legal staff adequately prepared me for my deposition.

(b) The OSC legal staff adequately prepared me for my direct

examination at the hearing.

If you were satisfied with the preparation you received from the OSC

legal staff, please tell us why.

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If you were dissatisfied with the preparation you received from the OSC

legal staff, please tell us why.

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19. If your case was settled before a hearing at the U.S. Merit Systems

Protection Board, were you satisfied with the settlement OSC

negotiated?

a. Yes

b. No.

c. My case was not settled

If you were satisfied with the settlement, please tell us why.

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If you were dissatisfied with the settlement, please tell us why.

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20. If you were satified overall with the service you received from

OSC, please tell us why.

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21. If you were dissatisfied overall with the service you received from

OSC, please tell us why.

----------------------------------------------------------------------

22. We invite any comments or suggestions on specific ways in which we

could improve our service.

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23. OPTIONAL: You may provide your name and case number so that OSC can

look into any concerns that you raised in this survey.

Your name: ____________________

OSC case number: ____________________

Thank you for contacting OSC and for taking the time to complete

this questionnaire. If you have any questions or need additional

information about our services, please call us at (800) 872-9855. Any

of our representatives will be pleased to help you.

Enclosure

Survey Comments/Suggestions (Optional)

We would be pleased to receive any comments you may have about this

survey, including any suggestions on changes needed to make specific

questions clearer, or to otherwise improve the overall survey for

future receipients. If your comment or suggestion pertains to a

particular survey question or item, please specify the question/item

number under the column provided. Thank you.

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Question/Item No. Comment/Suggestion

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Attachment C

OSC Form 48b

OMB Control No. ______

Expiration ______

Office of Special Counsel Customer Survey

The Office of Special Counsel (OSC) recently completed its review

of your Hatch Act complaint, or sent you a written Hatch Act advisory

opinion. In order to better serve you and others, we hope that you will

take a few minutes to answer this questionnaire and return it in the

enclosed envelope.

For each question below, please circle the most appropriate

response.

1. How did you hear about OSC?

a. Friend/co-worker

b. Employee relations/personnel office

c. Inspector General's office

d. Congressional office

e. Newspaper, television or radio

f. Other (please explain) __________

2. How long after you filed your written inquiry or complaint did you

receive a letter acknowledging receipt of your inquiry or complaint by

OSC?

a. Less than one month

b. More than one month

c. I never received an acknowledgement letter from OSC

3. How long after you sent your written inquiry or complaint did an OSC

Hatch Act staff member contact you?

a. Less than one month

b. More than one month

c. I was never contacted by OSC Hatch Act staff

4. Before you contacted OSC, did you have any knowledge of the Hatch

Act?

a. Yes

b. No

c. Don't recall

If yes, where did you get your knowledge of the Hatch Act (circle

all that apply)?

a. Agency training

b. Hatch Act booklet

c. Newspapers, television or radio

d. Other (please explain) __________

5. Please describe the amount of time it took OSC to complete its

consideration of your written inquiry or complaint:

a. Three months or less

b. Six months

c. Nine months

d. More than nine months

e. Don't recall

6. The time it took OSC to complete its consideration of your written

inquiry or complaint was:

a. Longer than you expected

b. Shorter than you expected

c. About the length of time you expected.

7. Enclosed with this survey is a letter from OSC explaining how the

Hatch Act applies to your particular inquiry or complaint. Do you

believe this letter clearly explains the law and answers your

questions?

a. Yes

b. No

If not, how could we make it clearer? (Please explain). ____________

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Please indicate your response to the statements in Questions 8-11 by

circling the number from 1 to 5 that best describes your response.

1=Strongly Disagree

2=Disagree

3=No Opinion

4=Agree

5=Strongly Agree

8. The OSC Hatch Act staff was courteous and professional.

9. The OSC Hatch Act staff clearly explained the role of OSC and its

process for reviewing written inquiries or complaints.

10. The OSC Hatch Act staff responded promptly to questions about the

status of my written inquiry or complaint.

11. The OSC Hatch Act staff was available to answer additional

questions and accept information from me while my written inquiry or

complaint was pending

12. If you were satisfied with the service you received from OSC,

please tell us why.

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13. If you were dissastisfied with the service you received from OSC,

please tell us why.

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14. We invite any comments or suggestions on specific ways in which we

could improve our service.

----------------------------------------------------------------------

15. OPTIONAL: You may provide your name and case number so that OSC can

look into any concerns that you raised in this survey.

Your name: ____________

OSC case number: ____________

Thank you for contacting OSC and for taking the time to complete

this questionnaire. If you have any questions or if you need additional

information about our services, please call us at (800) 85-HATCH. Any

of our representatives will be pleased to help you

Enclosure

Survey Comments/Suggestions (Optional)

We would be pleased to receive any comments you may have about this

survey, including any suggestions on changes needed to make specific

questions clearer, or to otherwise improve the overall survey for

future recipients. If your comment or suggestion pertains to a

particular survey question or item, please specify the question/item

number under the column provided. Thank you.

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Question/Item No. Comment/Suggestion

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Attachment D

OSC Form 48c

OMB Control No. ______

Expiration______

Office of Special Counsel Customer Survey

The Office of Special Counsel (OSC) recently completed its review

of your disclosure alleging a violation of law, rule, or regulation, or

that your agency committed fraud, waste, or abuse. We closed our file

in this matter for the reasons expressed in the enclosed letter. In

order to better serve you and other federal employees, we hope that you

will take a few minutes to answer this questionnaire and return it to

us in the enclosed postage paid envelope.

For each question below, please circle the most appropriate

response.

1. How did you hear about OSC?

a. Friend/co-worker

b. Employee relations/personnel office

c. Inspector General's office

d. Congressional office

e. Newspaper, television or radio

f. Other (Please explain) __________

2. How long after you made your disclosure did you receive a letter

acknowledging receipt of the information you provided to OSC?

a. Less than one month

b. More than one month

c. I never received an acknowledgement letter from OSC

3. How long after you made your disclosure did a member of the OSC

disclosure review staff contact you?

a. Less than one month

b. More than one month

c. I was never contacted by OSC disclosure review staff

4. Did an OSC disclosure review staff member inform you that OSC's

authority to act on your disclosure was limited by law to facilitating

between you and the agency, requiring the agency to investigate your

concerns, and making any agency improprieties public?

a. Yes

b. No

c. Don't recall

5. Enclosed with this survey is a letter from OSC explaining the

disposition of your case. Do you believe this letter clearly explains

the actions that were taken in your case?

a. Yes

b. No

If not, how could we make it clearer? (Please explain).

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Please indicate your response to statements in Questions 6-9 by

circling the number from 1 to 5 that best describes your response.

1=Strongly Disagree

2=Disagree

3=No Opinion

4=Agree

5=Strongly Agree

6. The OSC disclosure review staff was courteous and professional.

7. The OSC disclosure review staff clearly explained the role of OSC

and the OSC disclosure process.

8. The OSC disclosure review staff kept me informed of the status of my

case.

9. The OSC disclosure review staff was available to answer additional

questions and accept further information from me while my case was

pending.

10. If you were satisfied with the service you received from OSC,

please tell us why.

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11. If you were dissatisfied with the service you received from OSC,

please tell us why.

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12. We invite any comments or suggestions on specific ways in which we

could improve our service.

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13. OPTIONAL: You may provide your name and case number so that OSC can

look into any concerns that you raised in this survey.

Your name:-------------------------------------------------------------

OSC case number:-------------------------------------------------------

Thank you for contacting OSC and for taking the time to complete this

questionnaire. If you have any questions or if you need additional

information about our services, please call us at (800) 572-2249. Any

of our representatives will be pleased to help you.

Enclosure

Survey Comments/Suggestions (Optional)

We would be pleased to receive any comments you may have about this

survey, including any suggestions on changes needed to make specific

questions clearer, or to otherwise improve the overall survey for

future recipients. If your comment or suggestion pertains to a

particular survey question or item, please specify the question/item

number under the column provided. Thank you.

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Question/Item No. Comment/Suggestion

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Attachment E

Estimated Burden Hours for OSC Collections of Information: FY 1995-1997

A. Trial Distribution of Written Customer Satisfaction Surveys

(Qualitative Data)

FY 1995:

The survey at Attachment A will be sent on a trial basis

to approximately 40 individuals\1\ whose cares containing allegations

of prohibited personnel practices were completed by the Complaints

Examining Unit in FY 1994. The survey package will take an estimated 15

minutes to complete. The total annual burden for this collection will

be 10 hours.

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\1\Ten federal employees at each of the following four grade

levels, randomly selected from OSC computer listings of matters

completed in FY 1994: (1) technical/support/clerical (1-8); (2)

professional/administrative/clerical (9-11); (3) mid-level (12-14);

and (4) managerial (15-SES).

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The survey at Attachment B will be sent on a trial basis

to approximately 50 individuals\2\ whose cases containing allegations

of prohibited personnel practices or hatch Act violations were

completed in FY 1994 after full field investigations and review by the

Prosecution Division. The survey package will take an estimated 20

minutes to complete. The total annual burden for this collection will

be 17 hours.

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\2\Same as Fn. 3, with 10 additional individuals selected from

matters involving provisions of the Hatch Act applicable to state

and local governments.

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The survey at Attachment C will be sent on a trial basis

to approximately 50 individuals\3\ who received written Hatch Act

advisory opinions, or whose Hatch Act complaints were resolved without

a full field investigation, in FY 1994. The survey package will take an

estimated 15 minutes to complete. The total annual burden for this

collection will be 13 hours.

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\3\See Fn. 4.

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The survey at Attachment D will be sent to approximately

40 individuals\4\ whose disclosures of possible wrongdoing by federal

agencies were acted upon by the Disclosure Unit In FY 1994. The survey

package will take an estimated 15 minutes to complete. The total annual

burden for this collection will be 10 hours.

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\4\See Fn. 3.

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B. Written Customer Satisfaction Surveys (Qualitative Data)

Following analysis of the results of the trial distribution of

surveys described above, OSC will decide on the scope and frequency of

surveys to be sent to the four categories of customers listed above in

cases completed by the agency during FY 1995-1997. The scope and

frequency of OSC's customer service activity will be decided after

consideration of workload, cost, and other relevant factors.

Note: The following projections represent maximum annual burdens

for OSC customer survey efforts (rounded to the next higher whole

number). They have been projected using the assumption that OSC

surveys all customers in each of the four categories.

FY 1994:

The survey at Attachment A will be sent to individuals

whose cases containing allegations of prohibited personnel practices

have been completed by the Complaints Examining Unit in FY 1995.

Approximately 1,365 such matters are expected to be completed in FY

1995. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 342

hours.

The survey at Attachment B will be sent to individuals

whose cases containing allegations of prohibited personnel practices or

Hatch Act violations have been completed in FY 1995 after full field

investigations and review by the Prosecution Division. Approximately

252 such matters are expected to be completed in FY 1995. The survey

package will take an estimated 20 minutes to complete. The total annual

burden for this collection is expected to be 84 hours.

The survey at Attachment C will be sent to individuals who

have received written Hatch Act advisory opinions, or whose Hatch Act

complaints have been resolved without a full field investigation, in FY

1995. Approximately 417 such matters are expected to be completed in FY

1995. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 105

hours.

The survey at Attachment D will be sent to individuals

whose disclosures of possible wrongdoing by federal agencies have been

acted upon by the Disclosure Unit in FY 1995. Approximately 154 such

matters are expected to be completed in FY 1995. The survey package

will take an estimated 15 minutes to complete. The total annual burden

for this collection is expected to be 39 hours.

FY 1996:

The survey at Attachment A will be sent to individuals

whose cases containing allegations of prohibited personnel practices

have been completed by the Complaints Examining Unit in FY 1996.

Approximately 1,435 such matters are expected to be completed in FY

1996. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 359

hours.

The survey at Attachment B will be sent to individuals

whose cases containing allegations of prohibited personnel practices or

Hatch Act violations have been completed in FY 1996 after full field

investigations and review by the Prosecution Division. Approximately

265 such matters are expected to be completed in FY 1996. The survey

package will take an estimated 20 minutes to complete. The total annual

burden for this collection is expected to be 89 hours.

The survey at Attachment C will be sent to individuals who

have received written Hatch Act advisory opinions, or whose Hatch Act

complaints have been resolved without a full field investigation, in FY

1996. Approximately 438 such matters are expected to be completed in FY

1996. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 110

hours.

The survey at Attachment D will be sent to individuals

whose disclosures of possible wrongdoing by federal agencies have been

acted upon by the Disclosure Unit in FY 1996. Approximately 162 such

matters are expected to be completed in FY 1996. The survey package

will take an estimated 15 minutes to complete. The total annual burden

for this collection is expected to be 41 hours.

FY 1997:

The survey at Attachment A will be sent to individuals

whose cases containing allegations of prohibited personnel practices

have been completed by the Complaints Examining Unit in FY 1997.

Approximately 1,510 such matters are expected to be completed in FY

1997. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 378

hours.

The survey at Attachment B will be sent to individuals

whose cases containing allegations of prohibited personnel practices or

Hatch Act violations have been completed in FY 1997 after full field

investigations and review by the Prosecution Division. Approximately

280 such matters are expected to be completed in FY 1997. The survey

package will take an estimated 20 minutes to complete. The total annual

burden for this collection is expected to be 94 hours.

The survey at Attachment C will be sent to individuals who

have received written Hatch Act advisory opinions, or whose Hatch Act

complaints have been resolved without a full field investigation, in FY

1997. Approximately 460 such matters are expected to be completed in FY

1997. The survey package will take an estimated 15 minutes to complete.

The total annual burden for this collection is expected to be 115

hours.

The survey at Attachment D will be sent to individuals

whose disclosures of possible wrongdoing by federal agencies have been

acted upon by the Disclosure Unit in FY 1997. Approximately 171 such

matters are expected to be completed in FY 1997. The survey package

will taken an estimated 15 minutes to complete. The total annual burden

for this collection is expected to be 43 hours.

C. Yearly Total Burden Estimates For OSC Information Collections

FY 1995: 620 hours

FY 1996: 599 hours

FY 1997: 630 hours

Total: 1,849 hours

[FR Doc. 94-24099 Filed 9-28-94; 8:45 am]

BILLING CODE 0000-00-M

This is a copy of a public record, reproduced as it was published. It is not legal advice, and it may not be the version a court would rely on. Check the official source before you cite it.