[Federal Register Volume 62, Number 6 (Thursday, January 9, 1997)]
[Notices]
[Pages 1324-1325]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-518]


=======================================================================
-----------------------------------------------------------------------

CONSUMER PRODUCT SAFETY COMMISSION


Proposed Collection of Information; Comment Request; Customer 
Satisfaction Surveys

AGENCY: Consumer Product Safety Commission.

ACTION: Notice.

-----------------------------------------------------------------------

SUMMARY: As required by the Paperwork Reduction Act of 1995 (44 U.S.C. 
Chapter 35), the Consumer Product Safety Commission requests comments 
on a proposed collection of information consisting of three surveys of 
users of the Commission's Hot-line, National Injury Information 
Clearinghouse, and State Partners program. The Commission will use the 
results of these surveys to measure customer satisfaction with these 
three activities and to prepare a report on customer satisfaction 
required by Executive Order 12862 and the Government Performance and 
Review Act of 1993.

DATES: Written comments concerning the proposed collection of 
information must be received by the Office of the Secretary not later 
than March 10, 1997.

ADDRESSES: Written comments should be captioned ``Customer Service 
Surveys'' and mailed to the Office of the Secretary, Consumer Product 
Safety Commission, Washington, D.C. 20207, or delivered to that office, 
room 502, 4330 East-West Highway, Bethesda, Maryland.

FOR FURTHER INFORMATION CONTACT: For further information about the 
proposed collection of information, or to obtain a copy of any of the 
survey forms to be used for this collection of information, call or 
write William Zamula, Directorate for Economic Analysis, Consumer 
Product Safety Commission, Washington, DC 20207; telephone: (301) 504-
0962, extension 1331.

SUPPLEMENTARY INFORMATION:

A. Background

    The Government Performance and Review Act (GPRA) (Pub. L. 103-62, 
107 Stat. 287; 31 U.S.C. Secs. 1115-1119) directs Federal agencies to 
improve their effectiveness and public accountability by promoting ``a 
new focus on results, service quality, and customer satisfaction.'' 
Executive Order 12862, dated September 11, 1993, requires Federal 
agencies to establish customer service standards and to publish 
customer service plans. That order further requires agencies to measure 
results against their customer service standards and to report those 
results to their customers at least once each year. Agencies are also 
required to report those results to the National Performance Review, 
which will transmit them to the President and Vice President. Reports 
are due each September from 1997 through 1999.
    Three Commission activities provide services directly to the 
public:
    The CPSC Hot-line, a toll-free service that provides consumers with 
information about recalls of unsafe consumer products and information 
about using products safely;
    The National Injury Information Clearinghouse, which provides data 
about incidents involving injuries associated with consumer products; 
and
    The State Partners program, which supports product safety efforts 
of states and territories by providing news releases, training, 
speakers, and exhibits.

B. Surveys of Customer Satisfaction

    During 1997, the Commission proposes to conduct three brief surveys 
to measure customer satisfaction with each of these programs. These 
surveys will be conducted by mail and telephone. The Commission will 
use the results of these surveys to prepare the report required by 
Executive Order 12862 and the GPRA, and to make any appropriate 
improvement to the programs. In 1996, the Commission conducted 
customer-service surveys on the Hot-line, the Clearinghouse, and the 
State Partners program.

C. Estimated Burden

    The Commission staff estimates that the total hourly burden to the 
public imposed by these three surveys will be approximately 13.5 hours. 
The number of respondents, amount of time for each response, and hourly 
burden of each of the three surveys are listed below:

                   Total Hour Burden for Three Surveys                  
------------------------------------------------------------------------
                                                                  Total 
                                       Number of     Time per     hour  
               Survey                  completed    respondent   burden 
                                       interviews   (minutes)    (hours)
------------------------------------------------------------------------
Hot-line Survey.....................          180            2         6
Clearinghouse Survey................          150            2         5
State and Local Partners............           49            3       2.5
      Total.........................          379  ...........      13.5
------------------------------------------------------------------------

    The staff estimates that the total monetary cost to the public of 
the three surveys will be approximately $160. This cost estimate was 
obtained by estimating the value of respondents' time at $12, the 
average hourly wage in the private sector.
    The Commission staff estimates that the agency will expend 
approximately 200 hours of professional staff time to collect the 
information during these three surveys, and another 240 hours of 
professional staff time to analyze the data and prepare the reports 
required by the Executive Order. The average cost of professional staff 
time to the Commission is $35 an hour. Thus, the

[[Page 1325]]

total cost of the three surveys to the Commission is estimated to be 
$15,400.

D. Request for Comments

    The Commission solicits written comments from all interested 
persons about the proposed collection of information. The Commission 
specifically solicits information about the hourly burden and monetary 
costs imposed by this collection of information. The Commission also 
seeks information relevant to the following topics:
    <bullet> Whether the collection of information is necessary for the 
proper performance of the Commission's functions;
    <bullet> Whether the information will have practical utility for 
the Commission;
    <bullet> Whether the quality, utility, and clarity of the 
information to be collected could be enhanced; and
    <bullet> Whether the burden imposed by the collection of 
information could be minimized by use of automated, electronic or other 
technological collection techniques, or other form of information 
technology.

    Dated: January 6, 1997.
Sadye E. Dunn,
Secretary, Consumer Product Safety Commission.
[FR Doc. 97-518 Filed 1-8-97; 8:45 am]
BILLING CODE 6355-01-P