52492 Federal Register / Vol. 86, No. 180 / Tuesday, September 21, 2021 / Notices 

issues: (1) Is the collection necessary to 

the proper functions of the AS–IA; (2) 

will this information be processed and 

used in a timely manner; (3) is the 

estimate of burden accurate; (4) how 

might the AS–IA enhance the quality, 

utility, and clarity of the information to 

be collected; and (5) how might the AS– 

IA minimize the burden of this 

collection on the respondents, including 

through the use of information 

technology. 

Comments that you submit in 

response to this notice are a matter of 

public record. We will include or 

summarize each comment in our request 

to OMB to approve this ICR. Before 

including your address, phone number, 

email address, or other personal 

identifying information in your 

comment, you should be aware that 

your entire comment—including your 

personal identifying information—may 

be made publicly available at any time. 

While you can ask us in your comment 

to withhold your personal identifying 

information from public review, we 

cannot guarantee that we will be able to 

do so. 

Abstract: Submission of this 

information allows the Office of Indian 

Economic Development (OIED) to 

implement the Loan Guarantee, 

Insurance, and Interest Subsidy 

Program, 25 U.S.C. 1451 et seq., the 

purpose of which is to encourage 

private lending to individual Indians 

and Indian organizations by providing 

lenders with loan guarantees or loan 

insurance to reduce their potential risk. 

The information collection allows OIED 

to determine the eligibility and creditworthiness of respondents and loans 

and otherwise ensure compliance with 

Program requirements. This information 

collection includes the use of several 

forms. 

Title of Collection: Loan Guarantee, 

Insurance, and Interest Subsidy 

Program. 

OMB Control Number: 1076–0020. 

Form Number: LGA10, LIA10, RGI10, 

ISR10, NOD10, CFL10, ALD10, NIL10, 

and LGC10. 

Type of Review: Extension of a 

currently approved collection. 

Respondents/Affected Public: 

Lenders, including commercial banks, 

and borrowers, including individual 

Indians and Indian organizations. 

Total Estimated Number of Annual 

Respondents: 622. 

Total Estimated Number of Annual 

Responses: 1,377. 

Estimated Completion Time per 

Response: Ranging from 0.5 to 2 hours. 

Total Estimated Number of Annual 

Burden Hours: 2,654 hours. 

Respondent’s Obligation: Required to 

Obtain or Retain a Benefit. 

Frequency of Collection: On occasion. 

Total Estimated Annual Non-hour 

Burden Cost: None. 

An agency may not conduct or 

sponsor and a person is not required to 

respond to a collection of information 

unless it displays a currently valid OMB 

control number. 

The authority for this action is the 

Paperwork Reduction Act of 1995 (44 

U.S.C. 3501 et seq). 

Elizabeth K. Appel, 

Director, Office of Regulatory Affairs and 

Collaborative Action—Indian Affairs. 

[FR Doc. 2021–20346 Filed 9–20–21; 8:45 am] 

BILLING CODE 4337–15–P 

DEPARTMENT OF THE INTERIOR 

Office of the Secretary 

[18XD4523WT DWT000000.000000 

DS64950000 DP.64920; OMB Control 

Number 1090–0007] 

Agency Information Collection 

Activities; American Customer 

Satisfaction Index (ACSI) Government 

Customer Satisfaction Surveys 

AGENCY: Office of the Secretary, Office 

of Strategic Employee and Organization 

Development, Federal Consulting 

Group, Interior. 

ACTION: Notice of information collection; 

request for comment. 

SUMMARY: In accordance with the 

Paperwork Reduction Act of 1995, we, 

the Federal Consulting Group (FCG), is 

proposing to renew an information 

collection. 

DATES: Interested persons are invited to 

submit comments on or before October 

21, 2021. 

ADDRESSES: Written comments and 

recommendations for the proposed 

information collection should be sent 

within 30 days of publication of this 

notice to www.reginfo.gov/public/do/ 

PRAMain. Find this particular 

information collection by selecting 

‘‘Currently under 30-day Review—Open 

for Public Comments’’ or by using the 

search function. Please provide a copy 

of your comments to Federal Consulting 

Group, Attention: Rafael Williams, 1849 

C St. NW, MS 4344, Washington, DC 

20240–0001, or via email to 

rafael_williams@ios.doi.gov or by phone 

to (202) 748–3770. Please reference 

OMB Control Number 1090–0007 in the 

subject line of your comments. 

FOR FURTHER INFORMATION CONTACT: To 

request additional information about 

this ICR, contact Federal Consulting 

Group, Attention: Rafael Williams, 1849 

C St. NW, MS 4344, Washington, DC 

20240–0001, or via email to 

rafael_williams@ios.doi.gov or by phone 

to (202) 748–3770. You may also view 

the ICR at http://www.reginfo.gov/ 

public/do/PRAMain. 

SUPPLEMENTARY INFORMATION: In 

accordance with the PRA and 5 CFR 

1320.8(d)(1), we provide the general 

public and other Federal agencies with 

an opportunity to comment on new, 

proposed, revised, and continuing 

collections of information. This helps us 

assess the impact of our information 

collection requirements and minimize 

the public’s reporting burden. It also 

helps the public understand our 

information collection requirements and 

provide the requested data in the 

desired format. 

A Federal Register notice with a 60- 

day public comment period soliciting 

comments on this collection of 

information was published on April 29, 

2021 (86 FR 22701). No comments were 

received. 

As part of our continuing effort to 

reduce paperwork and respondent 

burdens, we are again soliciting 

comments from the public and other 

Federal agencies on the proposed ICR 

that is described below. We are 

especially interested in public comment 

addressing the following: 

(1) Whether or not the collection of 

information is necessary for the proper 

performance of the functions of the 

agency, including whether or not the 

information will have practical utility; 

(2) The accuracy of our estimate of the 

burden for this collection of 

information, including the validity of 

the methodology and assumptions used; 

(3) Ways to enhance the quality, 

utility, and clarity of the information to 

be collected; and 

(4) How might the agency minimize 

the burden of the collection of 

information on those who are to 

respond, including through the use of 

appropriate automated, electronic, 

mechanical, or other technological 

collection techniques or other forms of 

information technology, e.g., permitting 

electronic submission of response. 

Comments that you submit in 

response to this notice are a matter of 

public record. Before including your 

address, phone number, email address, 

or other personal identifying 

information in your comment, you 

should be aware that your entire 

comment—including your personal 

identifying information—may be made 

publicly available at any time. While 

you can ask us in your comment to 

withhold your personal identifying 


lotter on DSK11XQN23PROD with NOTICES1
Federal Register / Vol. 86, No. 180 / Tuesday, September 21, 2021 / Notices 52493 

information from public review, we 

cannot guarantee that we will be able to 

do so. 

Abstract: The Government 

Performance and Results Act of 1993 

(GPRA) (Pub. L. 103–62) requires 

agencies to ‘‘improve Federal program 

effectiveness and public accountability 

by promoting a new focus on results, 

service quality, and customer 

satisfaction.’’ To fulfill this 

responsibility, Federal agencies must 

collect data from their respective user 

groups to better understand the needs 

and desires of the public and to respond 

accordingly. Executive Order 12862 

‘‘Setting Customer Service Standards’’ 

also requires all executive departments 

to ‘‘survey customers to determine . . . 

their level of satisfaction with existing 

services.’’ FCG provides access for all 

Federal agencies to use the American 

Customer Satisfaction Index (ACSI) for 

customer satisfaction surveying to help 

the Federal government fulfill its 

responsibilities to provide excellence in 

government by proactively consulting 

with those we serve. 

The Office of Management and Budget 

regulation @ 5 CFR 1320, which 

implement provisions of the Paperwork 

Reduction Act of 1995 (44 U.S.C. 3501 

et seq.), require that interested members 

of the public and affected agencies have 

an opportunity to comment on 

information collection and 

recordkeeping activities [see 5 CFR 

1320.8(d)]. The Office of Strategic 

Employee and Organization 

Development, Federal Consulting Group 

will submit a request to the Office of 

Management and Budget to renew its 

approval of this collection of 

information for three years. 

The proposed renewal of this 

information collection activity provides 

a means to consistently assess, 

benchmark, and improve customer 

satisfaction with Federal government 

agency programs and/or services within 

the Executive Branch. The Federal 

Consulting Group of the Department of 

the Interior serves as the executive agent 

for this methodology and has partnered 

with the Claes Fornell International 

Group (CFI Group) and the American 

Customer Satisfaction Index (ACSI) to 

offer the ACSI to Federal government 

agencies. 

The CFI Group, a leader in customer 

satisfaction and customer experience 

management, offers a comprehensive 

model that quantifies the effects of 

quality improvements on citizen 

satisfaction. The CFI Group has 

developed the methodology and 

licenses it to the American Customer 

Satisfaction Index, an independent 

organization which produces the 

American Customer Satisfaction Index 

(ACSI). This national indicator is 

developed for different economic 

sectors each quarter, which are then 

published in The Wall Street Journal. 

The ACSI was introduced in 1994 by 

Professor Claes Fornell under the 

auspices of the University of Michigan, 

the American Society for Quality (ASQ), 

and the CFI Group. The ACSI monitors 

and benchmarks customer satisfaction 

across more than 200 companies and 

many U.S. Federal agencies. 

The ACSI is the only internationally 

recognized cross-industry, cross-agency 

methodology for obtaining comparable 

measures of customer satisfaction for 

Federal government programs and/or 

services. Along with other economic 

objectives—such as employment and 

growth—the quality of outputs (goods 

and services) is a part of measuring 

living standards. The ACSI’s ultimate 

purpose is to help improve the quality 

of goods and services available to 

American citizens. 

ACSI surveys conducted by the 

Federal Consulting Group are subject to 

the Privacy Act of 1974, Public Law 93– 

579, December 31, 1974 (5 U.S.C. 552a). 

The agency information collection is an 

integral part of conducting an ACSI 

survey. The contractor will not be 

authorized to release any agency 

information upon completion of the 

survey without first obtaining 

permission from the Federal Consulting 

Group and the participating agency. In 

no case shall any new system of records 

containing privacy information be 

developed by the Federal Consulting 

Group, participating agencies, or the 

contractor collecting the data. In 

addition, participating Federal agencies 

may only provide information used to 

randomly select respondents from 

among established systems of records 

provided for such routine uses. 

There is no other agency or 

organization able to provide the 

information accessible through the 

surveying approach used in this 

information collection. Further, the 

information will enable Federal 

agencies to determine customer 

satisfaction metrics with discrimination 

capability across variables. Thus, this 

information collection will assist 

Federal agencies in making the best use 

of resources in a targeted manner to 

improve service to the public. 

This survey asks no questions of a 

sensitive nature, such as sexual 

behavior and attitudes, religious beliefs, 

or other matters that are commonly 

considered private. 

An agency may not conduct or 

sponsor, and a person is not required to 

respond to, a collection of information 

unless it is operating under a currently 

valid OMB control number. The Office 

of Management and Budget control 

number for this collection is 1090–0007. 

The control number will be displayed 

on the surveys used. Response to the 

surveys is voluntary. 

Title of Collection: American 

Customer Satisfaction Index (ACSI) 

Government Customer Satisfaction 

Surveys. 

OMB Control Number: 1090–0007. 

Form Number: None. 

Type of Review: Renewal of a 

currently approved collection. 

Respondents/Affected Public: 

Individuals, Business, and State, Local, 

or Tribal Governments who have 

utilized Federal Government services. 

Total Estimated Number of Annual 

Respondents: Participation by Federal 

agencies in the ACSI is expected to vary 

as new customer segment measures are 

added or deleted. However, based on 

historical records, projected average 

estimates for the next three years are as 

follows: 

Average Expected Annual Number of 

Customer Satisfaction Surveys: 100 with 

800 respondents per survey. 

Total Estimated Number of Annual 

Responses: 80,000. 

Estimated Completion Time per 

Response: 12.0 minutes 

Total Estimated Number of Annual 

Burden Hours: 16,000. 

Respondent’s Obligation: Voluntary. 

Frequency of Collection: Once per 

survey. 

Total Estimated Annual Nonhour 

Burden Cost: None. 

An agency may not conduct or sponsor 

and a person is not required to respond 

to a collection of information unless it 

displays a currently valid OMB control 

number. 

The authority for this action is the 

Paperwork Reduction Act of 1995 (44 

U.S.C. 3501 et seq.). 

Jessica Reed, 

Director, Federal Consulting Group. 

[FR Doc. 2021–20243 Filed 9–20–21; 8:45 am] 

BILLING CODE 4334–63–P 


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