[Federal Register Volume 77, Number 79 (Tuesday, April 24, 2012)]
[Notices]
[Pages 24509-24510]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2012-9862]


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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-5603-N-30]


Notice of Proposed Information Collection for Public Comment 
Emergency Comment Request; Single Family Customer Satisfaction Survey

AGENCY: Office of the Assistant Secretary for Housing, HUD.

ACTION: Notice of proposed information collection.

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SUMMARY: The proposed information collection requirement described 
below has been submitted to the Office of Management and Budget (OMB) 
for emergency review and approval, as required by the Paperwork 
Reduction Act. The Department is soliciting public comments on the 
subject proposal.

DATES: Comments Due Date: May 1, 2012.

ADDRESSES: Interested persons are invited to submit comments regarding 
this proposal. Comments must be received within seven (7) days from the 
date of this Notice. Comments should refer to the proposal by name/or 
OMB approval number) and should be sent to: HUD Desk Officer, Office of 
Management and Budget, New Executive Office Building, Washington, DC 
20503; email: OIRA <a href="/cdn-cgi/l/email-protection#d685a3b4bbbfa5a5bfb9b896b9bbb4f8b3a6b9f8b1b9a0"><span class="__cf_email__" data-cfemail="fdae889f90948e8e949293bd92909fd3988d92d39a928b">[email protected]</span></a>; fax: 202-395-6974.

FOR FURTHER INFORMATION CONTACT: David Dwyer, Housing Program Officer, 
Office of Single Family Housing, Department of Housing and Urban 
Development, 600 East Broad Street, Richmond, VA 23219; telephone (804) 
822-4819 (this is not a toll free number) for copies of the proposed 
forms and other available information.

SUPPLEMENTARY INFORMATION: This Notice informs the public that the U.S. 
Department of Housing and Urban Development (HUD) has submitted to OMB, 
for emergency processing, an information collection package with 
respect to the collection of information for the Single Family customer 
satisfaction survey.
    This Notice is soliciting comments from members of the public and 
affected agencies concerning the proposed collection of information to: 
(1) Evaluate whether the proposed collection is necessary for the 
proper performance of the functions of the agency, including whether 
the information will have practical utility; (2) Evaluate the accuracy 
of the agency's estimate of the burden of the proposed collection of 
information; (3) Enhance the quality, utility, and clarity of the 
information to be collected; and (4) Minimize the burden of the 
collection of information on those who are to respond; including the 
use of appropriate automated collection techniques or other forms of 
information technology, e.g., permitting electronic submission of 
responses.
    This Notice also lists the following information:
    Title of Proposal: Single Family Customer Satisfaction Survey.
    Description of Information Collection: This information collection 
consists of a survey of users of the Department's Federal Housing 
Administration (FHA) primary contact center. It is designed to 
determine whether the Department is appropriately and adequately 
serving their needs. It follows HUD's commitment to use surveys to 
measure performance and changes in performance.
    In addition to the importance HUD management places on the 
information provided by customers, the Federal Government mandates 
collecting this information through Executive Order (EO) 12862. This EO 
mandates that agencies survey their customers to identify the kind and 
quality of services they want their level of satisfaction with existing 
services.
    FHA operates a contact center designed to provide program 
guidelines, insurance processing information, and consumer information. 
In order to evaluate the level of service that is provided to HUD/FHA 
clients the agency contact center management team requires the input of 
its clients on the performance of the customer service operation. This 
operation includes the contracted contact center agents, agency staff 
that support them, as well as the contact center self-service option 
available via a web-based frequently asked questions (FAQ) site. The 
survey includes three separate survey types:
    <bullet> Internal Resolution: A five question survey to determine 
satisfaction with questions that required escalation from FHA Resource 
Center contract staff to agency staff for resolution.
    <bullet> Escalated Resolution: A five question survey to determine 
satisfaction with questions that were resolved by contracted FHA 
Resource Center staff.
    <bullet> Self-Service Resolution: A four question survey to 
determine satisfaction with questions resolved via the FHA Resource 
Center self-service internet site.
    OMB control number: 2535-0116.
    Agency Form Numbers: N/A.
    Members of Affected Public: Private sector, general public, small 
businesses and other for profits.
    Estimation of the total numbers of hours needed to prepare the 
information collection including number of respondents, frequency of 
responses, and hours of response:
    The charts below summarize the sampling frames, survey samples and 
projected number of respondents for each survey type. The estimated 
response rates were derived from testing of the survey instruments. 
Exhibit 2 shows the estimated burden per respondent and for the project 
overall.

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                                          Respondent
                                       universe (annual                                         Projected number
          Respondent group                volume of        Survey sample        Estimated         of completed
                                       resource center     (3% of users)      response rate         surveys
                                            users)
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Escalated Resolution................            239,341              7,180               0.30              2,154
Internal Resolution.................            603,409             18,102               0.30              5,431
Self Service Resolution.............             34,420              1,033               0.30                310
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    Total...........................            877,170  .................  .................              7,895
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[[Page 24510]]

    The hourly cost per response is based on the per capita income of 
the United States of $26,059 (US Bureau of the Census, 2010 American 
Community Survey) and the corresponding hourly earnings of $12.53; the 
total annualized cost for completing the survey is estimated to be 
$4,761.40.

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                                                Total burden
            Number of respondents              per respondent    Total annual     Hourly cost      Annual cost
                                                 (minutes)       burden hours
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7,895.......................................               3              395           $12.53        $4,946.22
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    Authority:  The Paperwork Reduction Act of 1995, 44 U.S.C. 
Chapter 35, as amended.

    Dated: April 17, 2012,
Colette Pollard,
Departmental Paperwork Reduction Act Officer, Office of the Chief 
Information Officer.
[FR Doc. 2012-9862 Filed 4-23-12; 8:45 am]
BILLING CODE 4210-67-P


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