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[Federal Register Volume 78, Number 54 (Wednesday, March 20, 2013)]
[Notices]
[Page 17185]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2013-06340]

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DEPARTMENT OF DEFENSE

Office of the Secretary

[Docket ID DoD-2013-OS-0052]

Proposed Collection; Comment Request

AGENCY: Defense Finance and Accounting Service (DFAS), DoD.

ACTION: Notice.

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    In compliance with Section 3506(c)(2)(A) of the Paperwork Reduction 
Act of 1995, the Defense Finance and Accounting Service announces a new 
proposed public information collection and seeks public comment on the 
provisions thereof. 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 of the proposed information collection; (c) ways to enhance 
the quality, utility and clarity of the information to be collected; 
and (d) ways to minimize the burden of the information collection on 
respondents, including through the use of automated collection 
techniques or other forms of information technology.

DATES: Consideration will be given to all comments received by May 20, 
2013.

ADDRESSES: You may submit comments, identified by docket number and 
title, by any of the following methods:
     Federal eRulemaking Portal: http://www.regulations.gov. 
Follow the instructions for submitting comments.
     Mail: Federal Docket Management System Office, 2nd Floor, 
East Tower, Suite 02G09, Mark Center Drive, Alexandria, VA 22350-3100.
    Instructions: All submissions received must include the agency 
name, docket number and title for this Federal Register document. The 
general policy for comments and other submissions from members of the 
public is to make these submissions available for public viewing on the 
Internet at http://www.regulations.gov as they are received without 
change, including any personal indentifiers or contact information.

FOR FURTHER INFORMATION CONTACT: To request more information on this 
proposed information collection or to obtain a copy of the proposal and 
associated collection instruments, please write to Defense Finance and 
Accounting Service--Indianapolis, ATTN: ZTD--Mr. Joe Latchaw, Col 238N, 
Indianapolis, IN 46229, or call Mr. Bob Shreffler, (317) 212-3013.
    Title, Associated Form, and OMB Control Number: Customer Care 
Center Enterprise Solution (CCCES); OMB Control Number 0730-TBD.
    Needs and Uses: The CCCES supports the DFAS mission of providing an 
integrated Agent Platform, Customer Relationship Management (CRM) and 
supporting Knowledge Base (KB) solution that improves Customer Service 
Representative (CSR) efficiency and customer satisfaction. It is the 
means by which customer inquiries will be delivered to the CSR for 
resolution. This platform will support the inquiry routing and 
distribution to the CSRs, telephonically self-service, wait-in-queue 
outbound dialing, workforce management, call recording, metric 
gathering, and analysis. Information from the public is collected for 
verification, identification, authentication, and data matching in an 
effort to assist callers with inquiries and looking up historical 
contact records.
    Affected Public: Individuals and households including: Former 
military service members, dependents, ex-spouses, non-DoD civilians 
paid by DFAS.
    Annual Burden Hours: 789,448 hours.
    Number of Respondents: 3,157,792.
    Responses per Respondent: 1.
    Average Burden Per Response: 15 minutes.
    Frequency: On occasion.

SUPPLEMENTARY INFORMATION: 

Summary of Information Collection

    The CCCES is the means by which customer inquiries will be 
delivered to the CSR for resolution. Information for the CCCES is only 
collected from these individuals and households (i.e., former military 
service members, dependents, ex-spouses, and non-DoD civilians paid by 
DFAS) if they contact DFAS by telephone to obtain answers to inquiries 
about their accounts.

    Dated: March 1, 2013.
Aaron Siegel,
Alternate OSD Federal Register Liaison Officer, Department of Defense.
[FR Doc. 2013-06340 Filed 3-19-13; 8:45 am]
BILLING CODE 5001-06-P
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