Document ID: FEMA-2011-0027-0001
Agency: fema
Document Type: Notice
Title: Agency Information Collection Activities: Proposed Collection; Comment Request, Title: Public Assistance Customer Satisfaction Survey
Posted Date: 2011-10-17T04:00Z

[Federal Register Volume 76, Number 200 (Monday, October 17, 2011)]
[Notices]
[Pages 64092-64094]
From the Federal Register Online via the Government Printing Office [www.gpo.gov]
[FR Doc No: 2011-26710]

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

DEPARTMENT OF HOMELAND SECURITY

Federal Emergency Management Agency

[Docket ID: FEMA-2011-0027; OMB No. 1660-0107]

Agency Information Collection Activities: Proposed Collection; 
Comment Request, Title: Public Assistance Customer Satisfaction Survey

AGENCY: Federal Emergency Management Agency, DHS.

ACTION: Notice.

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

SUMMARY: The Federal Emergency Management Agency, as part of its 
continuing effort to reduce paperwork and respondent burden, invites 
the general public and other Federal agencies to take this opportunity 
to comment on a proposed revision of a currently approved information 
collection. In accordance with the Paperwork Reduction Act of 1995, 
this notice seeks comments concerning the survey forms used to measure 
customer satisfaction against standards for performance and customer 
service, and generally gauge and make improvements to disaster services 
that increase customer satisfaction.

DATES: Comments must be submitted on or before December 16, 2011.

ADDRESSES: To avoid duplicate submissions to the docket, please use 
only one of the following means to submit comments:
    (1) Online. Submit comments at http://www.regulations.gov under 
Docket ID FEMA- 2011-0027. Follow the instructions for submitting 
comments.
    (2) Mail. Submit written comments to Docket Manager, Office of 
Chief Counsel, DHS/FEMA, 500 C Street, SW., Room 835, Washington, DC 
20472-3100.
    (3) Facsimile. Submit comments to (703) 483-2999.
    (4) E-mail. Submit comments to FEMA-POLICY@dhs.gov. Include Docket 
ID FEMA-2011-0027 in the subject line.
    All submissions received must include the agency name and Docket 
ID. Regardless of the method used for submitting comments or material, 
all submissions will be posted, without change, to the Federal 
eRulemaking Portal at http://www.regulations.gov, and will include any 
personal information you provide. Therefore, submitting this 
information makes it public. You may wish to read the Privacy Act 
notice that is available via the link in the footer of http://www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: Kathy Canaday, Customer Satisfaction 
Analyst, FEMA, 940 891-8856 or Maggie Billing, Program Analyst, FEMA, 
940 891-8709 for additional information. You may contact the Records 
Management Division for copies of the proposed collection of 
information at facsimile number (202) 646-3347 or e-mail address: FEMA-Information-Collections-Management@dhs.gov.

SUPPLEMENTARY INFORMATION: Executive Order (EO) 12862 requires that all 
Federal agencies survey customers to determine the kind and quality of 
services they want and their level of satisfaction with existing 
services. The Government Performance and Results Act (GPRA) requires 
agencies to set

[[Page 64093]]

missions and goals, and measure performance against them. FEMA will 
fulfill these requirements by collecting customer satisfaction 
information through administration of surveys of the Recovery 
Directorate (RD) external customers who receive Public Assistance 
grants so that communities can quickly respond to and recover from 
major disasters or emergencies declared by the President. The 
measurement results will come from the FEMA Public Assistance Customer 
Satisfaction Survey.

Collection of Information

    Title: Public Assistance Customer Satisfaction Survey.
    Type of Information Collection: Revision of a currently approved 
information collection.
    OMB Number: 1660-0107.
    Form Titles and Numbers: FEMA Form 519-0-1 T, Public Assistance 
Customer Satisfaction Survey (Telephone); FEMA Form 519-0-1 INT, Public 
Assistance Customer Satisfaction Survey (Web); FEMA Form 519-0-1, 
Public Assistance Customer Satisfaction Survey (Fill-able).
    Abstract: This collection of information enables the Agency to 
garner customer and stakeholder feedback in an efficient, timely 
manner, in accordance with our commitment to improving service 
delivery. The information collected from customers and stakeholders 
will help ensure that users have an effective, efficient, and 
satisfying experience with the Agency's programs. This feedback will 
provide insights into customer or stakeholder perceptions, experiences 
and expectations, provide an early warning of issues with service, or 
focus attention on areas where communication, training or changes in 
operations might improve delivery of products or services. These 
collections will allow for ongoing, collaborative and actionable 
communications between the Agency and its customers and stakeholders. 
It will also allow feedback to contribute directly to the improvement 
of program management.
    Affected Public: Not-for-profit institutions, State, Local, and 
Tribal Governments.
    Estimated Total Annual Burden Hours: 3,695 hours.

                                                            Estimated Annualized Burden Hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                                                                                            Avg. burden
                                                                                                             Number of     per response    Total annual
               Type of respondent                         Form name/form number              Number of     responses per    20 minutes      burden  (in
                                                                                            respondents     respondent       (or .333         hours)
                                                                                                                              hours)
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Phone)                                                  ..............  ..............  ..............
Not-for-profit institutions....................  Public Assistance Customer Satisfaction             630               1              15             158
                                                  Survey/FEMA Form 519-0-1T.
State, Local or Tribal Government..............  Public Assistance Customer Satisfaction           5,670               1              15           1,418
                                                  Survey/FEMA Form 519-0-1T.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Phone)................................           6,300  ..............  ..............           1,575
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Fillable Form)
Not-for-profit institutions....................  Public Assistance Customer Satisfaction             157               1              20              52
                                                  Survey/FEMA Form 519-0-1.
State, Local or Tribal Government..............  Public Assistance Customer Satisfaction           1,418               1              20             473
                                                  Survey/FEMA Form 519-0-1.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Fill able Form).......................           1,575  ..............  ..............             525
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Web-based)
Not-for-profit institutions....................  Public Assistance Customer Satisfaction             157               1              20              52
                                                  Survey/FEMA Form 519-0-1INT.
State, Local or Tribal Government..............  Public Assistance Customer Satisfaction           1,418               1              20             473
                                                  Survey/FEMA Form 519-0-1INT.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Web-based)............................           1,575  ..............  ..............             525
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Fillable Form/Fax)
Not-for-profit institutions....................  Public Assistance Customer Satisfaction              52               1              20              17
                                                  Survey/FEMA Form 519-0-1.
State, Local or Tribal Government..............  Public Assistance Customer Satisfaction             473               1              20             158
                                                  Survey/FEMA Form 519-0-1.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Fax)..................................             525  ..............  ..............             175
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Fillable Form/Mail/Paper)
Not-for-profit institutions....................  Public Assistance Customer Satisfaction              52               1              20              17
                                                  Survey/FEMA Form 519-0-1.
State, Local or Tribal Government..............  Public Assistance Customer Satisfaction             473               1              20             158
                                                  Survey/FEMA Form 519-0-1.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Mail/Paper)...........................             525  ..............  ..............             175
========================================================================================================================================================
    Total Sub-Total............................  (Phone, Fillable, Web-Based)...........          10,500  ..............  ..............           2,975
--------------------------------------------------------------------------------------------------------------------------------------------------------
                                                 (Focus Groups)
Not-for-profit institutions....................  Focus Groups based on 12 participants                60               1               3             180
                                                  for each Session and 1 Session for
                                                  each of 5 Regions Per Year.

[[Page 64094]]

 
State, Local or Tribal Government..............  Focus Groups based on 12 participants               180               1               3             540
                                                  for each Session and 3 Sessions for
                                                  each of 5 Regions Per Year.
                                                                                         ---------------------------------------------------------------
    Sub-Total..................................  (Focus Groups).........................             240  ..............  ..............             720
========================================================================================================================================================
        Total..................................  .......................................          10,740  ..............  ..............           3,695
--------------------------------------------------------------------------------------------------------------------------------------------------------

    Estimated Cost: The estimated annual cost to respondents for the 
hour burden is $131,394.76. There are no annual costs to respondents 
operations and maintenance costs for technical services. There are no 
annual start-up or capital costs. The total annual non-labor cost is 
$7,344. The cost to the Federal government is $828,407.59.

Comments

    Comments may be submitted as indicated in the ADDRESSES caption 
above. Comments are solicited to (a) Evaluate whether the proposed data 
collection is necessary for the proper performance of the agency, 
including whether the information shall have practical utility; (b) 
evaluate the accuracy of the agency's estimate of the burden of the 
proposed collection of information, including the validity of the 
methodology and assumptions used; (c) enhance the quality, utility, and 
clarity of the information to be collected; and (d) 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 responses.

Gary L. Anderson,
Acting Chief Administrative Officer, Mission Support Bureau, Federal 
Emergency Management Agency, Department of Homeland Security.
[FR Doc. 2011-26710 Filed 10-14-11; 8:45 am]
BILLING CODE 9111-23-P