Document ID: FDA-2023-N-1053-0001
Agency: fda
Document Type: Notice
Title: Agency Information Collection Activities; Proposed Collection; Comment Request; Customer/Partner Service Satisfaction Surveys
Posted Date: 2023-04-25T04:00Z

[Federal Register Volume 88, Number 79 (Tuesday, April 25, 2023)]
[Notices]
[Pages 24992-24994]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-08640]

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DEPARTMENT OF HEALTH AND HUMAN SERVICES

Food and Drug Administration

[Docket No. FDA-2023-N-1053]

Agency Information Collection Activities; Proposed Collection; 
Comment Request; Customer/Partner Service Satisfaction Surveys

AGENCY: Food and Drug Administration, HHS.

ACTION: Notice.

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SUMMARY: The Food and Drug Administration (FDA or Agency) is announcing 
an opportunity for public comment on the proposed collection of certain 
information by the Agency. Under the Paperwork Reduction Act of 1995 
(PRA), Federal Agencies are required to publish notice in the Federal 
Register concerning each proposed collection of information, including 
each proposed extension of an existing collection of information, and 
to allow 60 days for public comment in response to the notice. This 
notice solicits comments on customer service satisfaction surveys.

DATES: Either electronic or written comments on the collection of 
information must be submitted by June 26, 2023.

ADDRESSES: You may submit comments as follows. Please note that late, 
untimely filed comments will not be considered. The https://www.regulations.gov electronic filing system will accept comments until 
11:59 p.m. Eastern Time at the end of June 26, 2023. Comments received 
by mail/hand delivery/courier (for written/paper submissions) will be 
considered timely if they are received on or before that date.

Electronic Submissions

    Submit electronic comments in the following way:
     Federal eRulemaking Portal: https://www.regulations.gov. 
Follow the instructions for submitting comments. Comments submitted 
electronically, including attachments, to https://www.regulations.gov 
will be posted to the docket unchanged. Because your comment will be 
made public, you are solely responsible for ensuring that your comment 
does not include any confidential information that you or a third party 
may not wish to be posted, such as medical information, your or anyone 
else's Social Security number, or confidential business information, 
such as a manufacturing process. Please note that if you include your 
name, contact information, or other information that identifies you in 
the body of your

[[Page 24993]]

comments, that information will be posted on https://www.regulations.gov.
     If you want to submit a comment with confidential 
information that you do not wish to be made available to the public, 
submit the comment as a written/paper submission and in the manner 
detailed (see ``Written/Paper Submissions'' and ``Instructions'').

Written/Paper Submissions

    Submit written/paper submissions as follows:
     Mail/Hand Delivery/Courier (for written/paper 
submissions): Dockets Management Staff (HFA-305), Food and Drug 
Administration, 5630 Fishers Lane, Rm. 1061, Rockville, MD 20852.
     For written/paper comments submitted to the Dockets 
Management Staff, FDA will post your comment, as well as any 
attachments, except for information submitted, marked and identified, 
as confidential, if submitted as detailed in ``Instructions.''
    Instructions: All submissions received must include the Docket No. 
FDA-2023-N-1053 for ``Agency Information Collection Activities; 
Proposed Collection; Comment Request; Customer/Partner Service 
Satisfaction Surveys.'' Received comments, those filed in a timely 
manner (see ADDRESSES), will be placed in the docket and, except for 
those submitted as ``Confidential Submissions,'' publicly viewable at 
https://www.regulations.gov or at the Dockets Management Staff between 
9 a.m. and 4 p.m., Monday through Friday, 240-402-7500.
     Confidential Submissions--To submit a comment with 
confidential information that you do not wish to be made publicly 
available, submit your comments only as a written/paper submission. You 
should submit two copies total. One copy will include the information 
you claim to be confidential with a heading or cover note that states 
``THIS DOCUMENT CONTAINS CONFIDENTIAL INFORMATION.'' The Agency will 
review this copy, including the claimed confidential information, in 
its consideration of comments. The second copy, which will have the 
claimed confidential information redacted/blacked out, will be 
available for public viewing and posted on https://www.regulations.gov. 
Submit both copies to the Dockets Management Staff. If you do not wish 
your name and contact information to be made publicly available, you 
can provide this information on the cover sheet and not in the body of 
your comments and you must identify this information as 
``confidential.'' Any information marked as ``confidential'' will not 
be disclosed except in accordance with 21 CFR 10.20 and other 
applicable disclosure law. For more information about FDA's posting of 
comments to public dockets, see 80 FR 56469, September 18, 2015, or 
access the information at: https://www.govinfo.gov/content/pkg/FR-2015-09-18/pdf/2015-23389.pdf.
    Docket: For access to the docket to read background documents or 
the electronic and written/paper comments received, go to https://www.regulations.gov and insert the docket number, found in brackets in 
the heading of this document, into the ``Search'' box and follow the 
prompts and/or go to the Dockets Management Staff, 5630 Fishers Lane, 
Rm. 1061, Rockville, MD 20852, 240-402-7500.

FOR FURTHER INFORMATION CONTACT: JonnaLynn Capezzuto, Office of 
Operations, Food and Drug Administration, Three White Flint North, 10A-
12M, 11601 Landsdown St., North Bethesda, MD 20852, 301-796-3794, 
[email protected].

SUPPLEMENTARY INFORMATION: Under the PRA (44 U.S.C. 3501-3521), Federal 
Agencies must obtain approval from the Office of Management and Budget 
(OMB) for each collection of information they conduct or sponsor. 
``Collection of information'' is defined in 44 U.S.C. 3502(3) and 5 CFR 
1320.3(c) and includes Agency requests or requirements that members of 
the public submit reports, keep records, or provide information to a 
third party. Section 3506(c)(2)(A) of the PRA (44 U.S.C. 3506(c)(2)(A)) 
requires Federal Agencies to provide a 60-day notice in the Federal 
Register concerning each proposed collection of information, including 
each proposed extension of an existing collection of information, 
before submitting the collection to OMB for approval. To comply with 
this requirement, FDA is publishing notice of the proposed collection 
of information set forth in this document.
    With respect to the following collection of information, FDA 
invites comments on these topics: (1) whether the proposed collection 
of information is necessary for the proper performance of FDA's 
functions, including whether the information will have practical 
utility; (2) the accuracy of FDA's estimate of the burden of the 
proposed 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) ways 
to minimize the burden of the collection of information on respondents, 
including through the use of automated collection techniques, when 
appropriate, and other forms of information technology.

Customer/Partner Service Satisfaction Surveys

OMB Control Number 0910-0360--Extension

    Under section 1003 of the Federal Food, Drug, and Cosmetic Act (21 
U.S.C. 393), FDA is authorized to conduct research and public 
information programs about regulated products and responsibilities of 
the Agency. Executive Order 12862, entitled ``Setting Customer Service 
Standard,'' directs Federal Agencies that ``provide significant 
services directly to the public'' to ``survey customers to determine 
the kind and quality of services they want and their level of 
satisfaction with existing services.'' FDA is seeking to extend OMB 
approval to conduct customer service satisfaction surveys to implement 
Executive Order 12862. Participation in the surveys is voluntary. This 
request covers customer/partner (including State and local governments) 
service satisfaction surveys of regulated entities, such as food 
processors; cosmetic, drug, biologic, and medical device manufacturers; 
animal drugs, animal food and feed; tobacco products; and consumers and 
health professionals.
    FDA will use the information from these surveys to identify 
strengths and weaknesses in service to customers/partners and to make 
improvements. The surveys will measure timeliness, appropriateness, 
clarity, and accuracy of information, courtesy, and problem resolution 
in the context of individual programs.
    FDA estimates conducting approximately 20 customer/partner service 
satisfaction surveys per year, each requiring an average of 25 minutes 
for review and completion. We estimate respondents to these surveys to 
be between 100 and 20,000 customers/partners. Some of these surveys 
will be repeats of earlier surveys for purposes of monitoring customer/
partner service and developing long-term data. Respondents to this 
collection of information cover a broad range of stakeholders who have 
experience with certain products regulated by or services provided by 
FDA.
    FDA estimates the burden of this collection of information as 
follows:

[[Page 24994]]

                                                     Table 1--Estimated Annual Reporting Burden \1\
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                                                              Number of
                 Activity                     Number of     responses per   Total annual            Average burden  per response            Total hours
                                             respondents     respondent       responses
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Mail, telephone, web-based survey........          85,000               1          85,000  .42 (25 minutes).............................          35,700
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\1\ There are no capital costs or operating and maintenance costs associated with this collection of information.

    Since the last OMB approval of this information collection request, 
FDA submitted three requests to increase the total burden hours. 
Therefore, this request for extension of OMB approval adjusts the 
number of respondents by an increase of 30,000 and the total burden 
hours by an increase of 21,950.

    Dated: April 19, 2023.
Lauren K. Roth,
Associate Commissioner for Policy.
[FR Doc. 2023-08640 Filed 4-24-23; 8:45 am]
BILLING CODE 4164-01-P