Federal Register: May 5, 2009 (Volume 74, Number 85)
DOCID: fr05my09-53 FR Doc E9-10352
GENERAL SERVICES ADMINISTRATION
General Services Administration
OMB ID: [OMB Control No. 3090-00XX]
DOCUMENT ACTION: Notice of request for comments regarding a new OMB clearance.
Office of Citizen Services; Submission for OMB Review; Online Citizen Survey
DATES: Submit comments on or before: June 4, 2009.
Under the provisions of the Paperwork Reduction Act of 1995 (44 U.S.C. Chapter 35), the General Services Administration will be submitting to the Office of Management and Budget (OMB) a request to review and approve a new information collection requirement regarding an Online Citizen Survey.
Public comments are particularly invited on: Whether this collection of information is necessary and whether it will have practical utility; whether our estimate of the public burden of this collection of information is accurate and based on valid assumptions and methodology; and ways to enhance the quality, utility, and clarity of the information to be collected.
Agency Information Collection Activities; Proposals, Submissions, and Approvals
GSA's OCS currently provides service to citizens through the Internet at USA.gov, GobiernoUSA.gov and a family of consumer Web sites, through the phone at the National Contact Center 1800FEDINFO (18003334636), and through the distribution of print publications from the distribution center in Pueblo, CO. In addition, OCS communicates with the public through email, an online blog at http:// www.govgab.gov and online personal assistance.
Additional market research is needed on a continual basis to develop customer service strategies and determine the future directions for our multichannel efforts at OCS and for those customer service activities in other government agencies. This is especially true in the current Web 2.0 environment where citizens, particularly in Generation X and Y, have different communication and collaboration styles and needs. Since citizens expect their government experience to be on par with those they have with the private sector, it is crucial to determine how best the government can serve citizens in a world with rapidly changing technologies. Surveys will include questions regarding communication channel preferences for how citizens contact government, service level expectations and interests in social media and Web 2.0 applications. OCS will share this information and collaborate with all government agencies that are working to improve citizen engagement and customer service.
OCS will work with a market research vendor that has an established
panel of Americans who have agreed to take surveys for various clients.
Therefore, OCS will not be collecting or storing any personally
identifiable information. The vendor will also provide support in: (a)
The development of questions; (b) building, programming and
disseminating the online surveys; and (c) analyzing the responses. OCS
will work with the contractor to ensure that the citizens recruited and
surveyed represent a statistically valid demographic cross section of the American public.
B. Annual Reporting Burden
Responses per respondent: .25.
Annual Responses: 14,000.
Hours per response: .33.
Total Burden hours: 4,620.
Obtaining copies of proposals: Requesters may obtain a copy of the information collection documents from the General Services Administration, Regulatory Secretariat (VPR), 1800 F Street, NW., Room 4041, Washington, DC 20405, telephone (202) 5014755. Please cite OMB Control No. 309000XX, Online Citizen Survey, in all correspondence.
Dated: April 24, 2009.
Chief Information Officer.
[FR Doc. E910352 Filed 5409; 8:45 am]
BILLING CODE 682034P
FOR FURTHER INFORMATION CONTACT
Ms. Karen Trebon, Program Analyst, GSA
OCS, 1800 F Street, NW., G 132, Washington, DC 20405, (202) 5011802, [[Page 20705]]
or Karen.email@example.com. Please cite OMB Control No. 3090XXXX, Online Citizen Survey.