Request for Public Comments on Proposed Three-Year Program of Customer Satisfaction Information Collectionto be Submitted to the Office of Management and Budget for Review Under the Paperwork Reduction Act

DEPARTMENT OF THE INTERIOR

Geological Survey

Request for Public Comments on Proposed Three-Year Program of

Customer Satisfaction Information Collection--to be Submitted to the

Office of Management and Budget for Review Under the Paperwork

Reduction Act

A plan for the three-year proposed information collection program

described herein will be submitted to the Office of Management and

Budget for approval under the provisions of the Paperwork Reduction Act

of 1995 (44 U.S.C. Chapter 35). Copies of the proposed information

collection plan may be obtained by contacting the U.S. Geological

Survey's (USGS) Clearance Officer at the phone number listed below or

e-mail www.usgs.gov">customer@www.usgs.gov. Comments and suggestions on the plan are

encouraged and should be made within 60 days directly to the Bureau

Clearance Officer, USGS, National Center, 12201 Sunrise Valley Drive,

M.S. 807, Reston, Virginia 20192. Telephone 703/648-7313.

Specific Public comments are requested as to:

1. Whether the collection of information is necessary for the

proper performance of the functions of the USGS, including whether the

information will have practical utility;

2. The accuracy of the USGS estimate of the burden of the

collection of information, including the validity of the methodology

and assumptions used;

3. The quality, utility, and clarity of the information to be

collected; and

4. How to minimize the burden at the collection of information on

those who respond, including the use of appropriate automated,

electronic, mechanical, or other forms of information technology.

Title: ``Three-Year Program of Voluntary Customer Satisfaction

Information Collections in Accordance with Executive Order 12862,

`Setting Customer Service Standards,' Within the U.S. Geological

Survey.''

OMB approval number: New collection.

Abstract: The USGS provides science for a changing world by

delivering reliable and impartial information that describes the Earth,

its natural processes, and its natural species. Much of this

information is used to minimize the loss of life and property from

natural disasters; manage water, biological, energy, and mineral

resources; enhance and protect quality of life; and to contribute to

wise societal, economic, and physical development. The USGS recognizes

that excellent customer service is a key component of good government

and that its interface with customers reflects the effectiveness of its

organization. USGS is committed to engaging customers in a dialog to

identify customer needs and satisfaction levels, and to deliver USGS

products, information and services to customers in a timely and

accurate manner.

Under the proposed three year information collection program,

voluntary customer surveys will be conducted to ascertain customer

satisfaction with the products, information and services of the USGS.

Measures such as timeliness, accessibility, accuracy, availability,

product and service quality, service responsiveness, and courtesy of

service will serve as the focus of these surveys. The surveys will

involve individuals who interact directly with the USGS to use or to

request its products, information and/or services. Over the three-year

period, the USGS will focus on encouraging and obtaining satisfaction

feedback from customers involved in three areas of effort: partnerships

and cooperative agreements, technical assistance, and public inquiries

and requests for publications, information, services, maps, and/or

other products. This last area will also include a survey of our web-

page customers to ensure that our web pages are useful and easy to

access and read. For the partnerships and cooperative agreements area,

the USGS will ask its partners and cooperators (many of them work for

State government agencies) for feedback about our service and whether

or not we are meeting their needs. For the technical assistance area,

USGS will ask customers who have requested scientific technical

assistance if this assistance has been provided in a timely manner,

with courtesy, and whether or not the assistance met the customer's

expectations. In the public inquiries and requests for information,

products, and services area, customers of USGS web pages, Information

Centers, and map sales centers will be asked if the service was

satisfactory and if the product was delivered in a timely manner.

To minimize burden on respondents, the surveys will be conducted

using a variety of mechanisms ranging from questionnaires, comment

cards, electronic queries and web-based feedback systems to focus

groups. Customer information gathered from the surveys will be used to

evaluate and improve satisfaction levels and to better meet customer

needs. The average

[[Page 40729]]

burden per response for these activities is estimated to range from 5

minutes for a simple card to 1 hour for a focus group. Summarized

results of customer satisfaction surveys will be published annually by

the USGS in a Report to Customers, which will be made available to

customers through USGS information centers and through its web pages.

Bureau form number: None.

Frequency: An estimated 10-20 surveys (ranging from comment cards,

web-based and electronic surveys, and mail-out questionnaires) and 5-10

focus groups per year to evaluate customer satisfaction with specific

products, information and services.

Description of respondents: Representatives of state, local, and

tribal government agencies; universities and schools; non-government

and nonprofit natural resource organizations; and some private

citizens.

Estimated completion time: Varies depending upon the mechanism

used: approximately 5 minutes for a comment card to one hour for a

focus group session.

Annual responses: Approximately 20 surveys each with 500 responses

and 10 focus groups each with 25 responses.

Annual burden hours: 2250 hours. (20 surveys)(500 responses)(0.2

hours)+(10 focus groups)(25 responses)(1 hour)

Bureau clearance officer: John Cordyack, 703/648-7313.

Dated: July 23, 1998.

Michael P. McDermott,

Chief, Office of Outreach.

[FR Doc. 98-20291 Filed 7-29-98; 8:45 am]

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