Document ID: FEMA-2010-0041-0001
Agency: fema
Document Type: Notice
Title: Agency Information Collection Activities; 1660-0036; Proposals, Submissions, and Approvals: Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys
Posted Date: 2010-07-14T04:00Z

[Federal Register: July 14, 2010 (Volume 75, Number 134)]
[Notices]               
[Page 40847-40848]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr14jy10-98]                         

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DEPARTMENT OF HOMELAND SECURITY

Federal Emergency Management Agency

[Docket ID: FEMA-2010-0041]

 
Agency Information Collection Activities: Proposed Collection; 
Comment Request, 1660-0036; Federal Emergency Management Agency 
Individual Assistance Customer Satisfaction Surveys

AGENCY: Federal Emergency Management Agency, DHS.

ACTION: Notice; 60-day notice and request for comments; revision of a 
currently approved information collection OMB No. 1660-0036; Caller 
Services Registration Survey, FEMA Form 007-0-3; Caller Services 
Helpline Survey, FEMA Form 007-0-5; Internet Registration Survey, FEMA 
Form 070-0-2; Internet Inquiry Survey; Program Effectiveness & Recovery 
Survey, FEMA Form 070-0-20; Casework Representative Survey, FEMA Form 
007-0-6; Direct Housing Operations Survey, FEMA Form 007-0-4; Special 
Needs Representative Survey, FEMA Form 007-0-8; Disaster Recovery 
Center Survey, FEMA Form 007-0-7; Communication and Process Survey, 
FEMA Form 007-0-9, Contact Survey, FEMA Form 007-0-10, Correspondence 
and Process Survey, FEMA Form 007-0-11, E-Communications Survey, FEMA 
Form 007-0-12, Evacuations Survey, FEMA Form 007-0-13, Follow-Up 
Program Effectiveness and Recovery Survey, FEMA Form 007-0-14, Rapid 
Temporary Repair Survey, FEMA Form 007-0-15, Recovery Inventory Survey, 
FEMA Form 007-0-16, Return Home Survey, FEMA Form 007-0-17, and Site 
Recertification Survey, FEMA Form 007-0-18.

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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 which is necessary for assessment 
and improvement of the delivery of disaster assistance. The forms serve 
as survey tools used to evaluate customer perceptions of effectiveness, 
timeliness and satisfaction with initial, continuing and final delivery 
of disaster-related assistance.

DATES: Comments must be submitted on or before September 13, 2010.

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-2010-0041. Follow the instructions for submitting 
comments.
    (2) Mail. Submit written comments to Office of Chief Counsel, 
Regulation and Policy Team, DHS/FEMA, 500 C Street, SW., Room 835, 
WASH, 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-2010-0041 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 on the Privacy and Use Notice link on the 
Administration Navigation Bar of  http://www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: Contact Maggie Billing, Program 
Analyst, Customer Satisfaction Analysis Section, Texas National 
Processing Service Center, Recovery Directorate, FEMA at 940 891-8709 
or maggie.biling@dhs.gov for additional information. You may contact 
the Office of Records Management for copies of the proposed collection 
of information at facsimile number (202) 646-3347 or e-mail address: 
FEMA-Information-Collections@dhs.gov.

SUPPLEMENTARY INFORMATION: This collection is in accordance with 
Executive Order 12862 requiring all Federal agencies to 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 missions 
and goals and measure performance against them. FEMA will fulfill these 
requirements by collecting customer service and program information 
through surveys of the Recovery Directorate's external customers.

Collection of Information

    Title: Federal Emergency Management Agency Individual Assistance 
Customer Satisfaction Surveys.
    Type of Information Collection: Revision of a currently approved 
information collection.
    OMB Number: 1660-0036.
    Form Titles and Numbers: Caller Services Registration Survey, FEMA 
Form 007-0-3; Caller Services Helpline Survey, FEMA Form 007-0-5; 
Internet Registration Survey, FEMA Form 070-0-2; Internet Inquiry 
Survey; Program Effectiveness & Recovery Survey, FEMA Form 070-0-20; 
Casework Representative Survey, FEMA Form 007-0-6; Direct Housing 
Operations Survey, FEMA Form 007-0-4; Special Needs Representative 
Survey, FEMA Form 007-0-8; Disaster Recovery Center Survey, FEMA Form 
007-0-7; Communication and Process Survey, FEMA Form 007-0-9, Contact 
Survey, FEMA Form 007-0-10, Correspondence and Process Survey, FEMA 
Form 007-0-11, E-Communications Survey, FEMA Form 007-0-12, Evacuations 
Survey, FEMA Form 007-0-13, Follow-Up Program Effectiveness and 
Recovery Survey, FEMA Form 007-0-14, Rapid Temporary Repair Survey, 
FEMA Form 007-0-15, Recovery Inventory Survey, FEMA Form 007-0-16, 
Return Home

[[Page 40848]]

Survey, FEMA Form 007-0-17, and Site Recertification Survey, FEMA Form 
007-0-18.
    Abstract: Federal agencies are required to survey their customers 
to determine the kind and quality of services customers want and their 
level of satisfaction with existing services. FEMA Managers use the 
survey results to measure program performance against standards for 
performance and customer service; measure achievement of GPRA and 
strategic planning objectives; and generally gauge and make 
improvements to disaster services that increase customer satisfaction 
and program effectiveness.
    Affected Public: Individuals and Households.
    Estimated Total Annual Burden Hours: 10,186.

                                               Annual Hour Burden
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    Data collection activity/         No. of       Frequency of     Hour burden       Annual       Total annual
           instrument               respondents      responses     per response      responses     burden hours
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Caller Services Registration               5,000               1          0.1000           5,000             500
 Survey.........................
Caller Services Helpline Survey.           5,000               1          0.1000           5,000             500
Casework Representative Survey..           5,000               1          0.1000           5,000             500
Internet Registration Survey....           5,000               1          0.1000           5,000             500
Internet Inquiry Survey.........           5,000               1          0.1000           5,000             500
Program Effectiveness & Recovery          12,000               1          0.2000          12,000           2,400
 Survey.........................
Special Needs Representative               5,000               1          0.1166           5,000             583
 Survey.........................
Direct Housing Operations Survey           1,770               3          0.1000           5,310             531
Disaster Recovery Center Survey.           6,300               1          0.1333           6,300             840
                                 -------------------------------------------------------------------------------
    Surveys Sub Total...........          50,070  ..............  ..............          53,610           6,854
Diagnostics:
Communication and Process Survey             400               1          0.2500             400             100
Contact Survey..................             400               1          0.2500             400             100
Correspondence and Process                   800               1          0.2500             800             200
 Survey.........................
E-Communications Survey.........             400               1          0.2500             400             100
Evacuations.....................             400               1          0.2500             400             100
Follow-Up Program Effectiveness             1600               1          0.2500            1600             400
 & Recovery Survey..............
Rapid Temporary Repair Survey...             400               1          0.2500             400             100
Recovery Inventory Survey.......             800               1          0.2500             800             200
Return Home Survey..............             400               1          0.2500             400             100
Site Recertification Survey.....             400               1          0.2500             400             100
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    Diagnostics Sub Total.......           6,000  ..............  ..............           6,000           1,500
Focus Group.....................             144               1          2.0000             144             288
Same Respondents Travel to Focus             144               1          1.0000             144             144
 Group..........................
One-on-One Interviews...........             350               1          2.0000             350             700
On-Line Interviews..............             350               1          2.0000             350             700
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    Focus Groups Sub Total......             988  ..............  ..............             988           1,832
                                 -------------------------------------------------------------------------------
        Total...................          57,058  ..............  ..............          60,598          10,186
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    Estimated Cost: There are no annual capital start-up or annual 
operations and maintenance costs. The annual non-labor cost is $4,320.

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.

    Dated: July 2, 2010.
Tammi Hines,
Director, Office of Records Management, Office of Management, Federal 
Emergency Management Agency, Department of Homeland Security.
[FR Doc. 2010-17086 Filed 7-13-10; 8:45 am]
BILLING CODE 9111-23-P