Customer InputPatent and Trademark Customer Surveys

DEPARTMENT OF COMMERCE

Patent and Trademark Office

Customer Input--Patent and Trademark Customer Surveys

ACTION: Proposed collection; comment request.

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SUMMARY: The Department of Commerce (DOC), as part of its continuing

effort to reduce paperwork and respondent burden, invites the general

public and other Federal agencies to comment on the continuing and

proposed information collection, as required by the Paperwork Reduction

Act of 1995, Public Law 104-13 (44 U.S.C. 3506(c)(2)(A)).

DATES: Written comments must be submitted on or before May 3, 1999.

ADDRESSES: Direct all written comments to Linda Engelmeier,

Departmental Forms Clearance Officer, Department of Commerce, Room

5327, 14th and Constitution Avenue, NW, Washington, DC 20230. Her

Internet address is LE[email protected].

FOR FURTHER INFORMATION CONTACT: Requests for additional information

should be directed to the attention of Greg Mullen, Senior Program

Analyst, Center for Quality Services, Crystal Park 1--Suite 812, 2011

Crystal Drive, Arlington, VA 22202, by telephone at (703) 305-4207, by

facsimile transmission to (703) 308-8002, or by e-mail to

[email protected].

SUPPLEMENTARY INFORMATION:

I. Abstract

This is a generic clearance for an undefined number of surveys that

the Patent and Trademark Office (PTO) may conduct over the next three

years. These surveys may be conducted in a variety of forms, such as

telephone surveys, face-to-face interviews, mail surveys,

questionnaires and customer surveys, comment cards, and focus groups.

The PTO is currently investigating the feasibility of electronic

surveys, in which case the PTO may quite possibly use the electronic

medium to conduct customer surveys. A brief description of the expected

methodology for the various survey vehicles is provided below.

For telephone surveys, the PTO calls the respondent and either

surveys the respondent or schedules an appointment and faxes the survey

questions to the respondent. In addition, a script is prepared for the

actual telephone interview so that each telephone survey is conducted

in the same manner. At this time, the PTO is unable to predict the

number of telephone surveys that may be conducted. The PTO estimates

that 400 responses will be received from telephone surveys, for an

estimated burden of 100 hours.

For possible face-to-face interviews, the PTO uses a variety of

delivery mechanisms to try to meet our customers needs. There are two

public search rooms which members of the public use on a regular basis.

A script is prepared so each respondent is asked the same questions.

There may also be other occasional uses of face to face interviews to

assess customer satisfaction. The PTO estimates that 200 responses will

be received from face to face interviews, for an estimated burden of 50

hours.

The PTO also mails surveys to respondents with instructions to mail

the completed surveys back to the PTO in the self-addressed and stamped

envelope provided with the survey. In general, the PTO follows-up non-

responses by mailing reminders and through phone contacts. At this

time, the PTO is unable to predict the number of survey mailings that

may be conducted. The PTO estimates that 3,500 responses will be

received from survey mailings, for an estimated burden of 1,750 hours.

The PTO uses customer surveys and questionnaires to survey users of

PTO's various services or to survey attendees at various conferences,

among other items. The PTO provides survey forms which are either

handed to the respondents by the staff or left for attendees to pick up

as they enter or exit from various functions. If the completed surveys

are not handed directly back to a staff member, the respondents are

instructed to drop off their surveys or mail them back to the PTO. At

this time, the PTO is unable to predict the number of customer surveys

and questionnaires that may be conducted. The PTO estimates that 1,000

responses will be received from customer surveys and questionnaires,

for an estimated burden of 83 hours.

Another survey instrument which the PTO frequently uses are

customer comment cards. These comment cards are pre-paid and return

addressed postage cards which the respondent can mail back to the PTO.

At this time, the PTO is unable to predict the number of customer

surveys and questionnaires that may be conducted. The PTO estimates

that 2,000 responses will be received from customer surveys and

questionnaires, for an estimated burden of 166 hours.

The PTO frequently uses focus groups as a survey instrument. The

PTO asks groups of its customers to get together and discuss issues of

mutual interest. Many times the results of these sessions are used to

help make improvements to PTO operations or to recommend that certain

issues be studied further. The PTO estimates that 100 responses will be

received from focus groups, for an estimated burden of 200 hours.

These surveys are designed to obtain customer feedback regarding

products, services, and related service standards of the PTO. At this

time, the PTO is unable to state precisely which survey vehicles will

be used during the renewal period. As the PTO's survey needs are

determined, the PTO will submit the specific survey instrument for

approval.

Electronic surveys are currently being researched for feasibility.

II. Method of collection

These surveys will be conducted by telephone and face-to-face

interviews, mailings, customer surveys and questionnaires, comment

cards, and focus groups. The PTO is also exploring the possibility of

using the PTO Web site to conduct customer surveys. A random sample is

used to collect the data. Statistical methods will be followed.

III. Data

OMB Number: 0651-0038.

Form Number: Depending on the individual situation, the PTO may

have survey and questionnaire forms and comment cards. The PTO is

exploring the feasibility of using electronic surveys, so this

information collection may also include electronic forms in the future.

Type of Review: Revision of a currently approved collection.

[[Page 10278]]

Affected Public: Individuals or households, businesses or other

for-profit, not-for-profit institutions, farms, state, local or tribal

governments, and the Federal Government.

Estimated Number of Respondents: 7,200 responses per year.

Estimated Time Per Response: It is estimated to take approximately

15 minutes to complete telephone surveys, 15 minutes to complete face-

to-face interviews, 30 minutes to complete mail surveys, five minutes

to complete questionnaires and customer surveys, five minutes to

complete comment cards, and 120 minutes to conduct a focus group.

Estimated Total Annual Respondent Burden Hours: 2,349 hours per

year.

Estimated Total Annual Respondent Cost Burden: $0 (no expenditures

are required). $325,923.75 per year is estimated for salary costs

associated with respondents.

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Estimated time Estimated Estimated

Title of form for response annual burden annual

mins hours responses

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Telephone Surveys............................................... 15 100 400

Face-to-face Interviews......................................... 15 50 200

Mail Surveys.................................................... 30 1,750 3,500

Questionnaires and Customer Surveys............................. 5 83 1,000

Comment Cards................................................... 5 166 2,000

Focus Groups.................................................... 120 200 100

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Totals...................................................... 2,349 7,200

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Note: The burden figures shown in the table above are estimates

based on the types of surveys that the PTO may be using during the

next three years. At this time, the PTO cannot predict which and how

many surveys will be conducted. Depending on the number of surveys

that the PTO actually conducts, it is possible that the burden hours

could decrease from the totals shown in the table.

IV. Request for Comments

Comments are invited on: (a) whether the proposed collection of

information is necessary for the proper performance of the functions of

the agency, including whether the information shall have practical

utility; (b) the accuracy of the agency's estimate of the burden

(including hours and cost) of the proposed collection of information;

(c) ways to enhance the quality, utility, and clarity of the

information to be collected; and (d) ways to minimize the burden of the

collection of information on respondents, e.g., the use of automated

collection techniques or other forms of information technology.

Comments submitted in response to this notice will be summarized or

included in the request for OMB approval of this information

collection; they will also become a matter of public record.

Dated: February 22, 1999.

Linda Engelmeier,

Departmental Forms Clearance Officer, Office of the Chief Information

Officer.

[FR Doc. 99-5265, Filed 3-2-99; 8:45 am]

BILLING CODE 3510-16-P