Customer Satisfaction Surveys

OMB Control No: 1625-0080	ICR Reference No: 200810-1625-001
Status: Historical Active	Previous ICR Reference No: 200805-1625-002
Agency/Subagency: DHS/USCG	Agency Tracking No:
Title: Customer Satisfaction Surveys
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/24/2008
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/21/2008
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2009	12/31/2009	12/31/2009
Responses	40,335	0	33,835
Time Burden (Hours)	18,133	0	15,516
Cost Burden (Dollars)	0	0	0

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Abstract: Customer satisfaction surveys are required by Executive Order 12862. U.S. Coast Guard will use information obtained from direct customers to measure satisfaction with current services and determine whether additional service are required. Numbers in block 13 are estimates.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: null

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	71 FR 13859	03/17/2006
30-day Notice:	Federal Register Citation:	Citation Date:
	71 FR 34382	06/14/2006
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 4

IC Title Form No. Form Name Exercise Coordination Customer Satisfaction Survey Vessel Traffic Services Customer Satisfaction Survey Customer Satisfaction Survey Customer Stakeholder Survey

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	40,335	33,835	0	0	6,500	0
Annual Time Burden (Hours)	18,133	15,516	0	0	2,617	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The management framework of the United States Coast Guard is the Commandant’s Performance Excellence Criteria (CPEC), based on the Malcolm Baldrige National Quality Award Criteria for Performance Excellence. The CPEC guides leaders to establish and refine sound management systems, leading to improvement of overall organizational effectiveness. The Criteria focuses on results in six organizational performance areas, one of those relating to customers and stakeholders. In order to obtain qualitative data regarding the goods and services produced by the US Coast Guard, we developed the attached survey, intended to garner feedback from our customers and stakeholders external to the federal government.

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Annual Cost to Federal Government: $150,000

Does this IC contain surveys, censuses, or employ statistical methods? No

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? Uncollected

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Uncollected

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? Uncollected

Is this ICR related to the Pandemic Response? Uncollected

Agency Contact: James Larson 202 372-1565

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
		(a) It is necessary for the proper performance of agency functions;
		(b) It avoids unnecessary duplication;
		(c) It reduces burden on small entities;
		(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;
		(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;
		(f) It indicates the retention periods for recordkeeping requirements;
		(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:
			(i) Why the information is being collected;
			(ii) Use of information;
			(iii) Burden estimate;
			(iv) Nature of response (voluntary, required for a benefit, or mandatory);
			(v) Nature and extent of confidentiality; and
			(vi) Need to display currently valid OMB control number;
		(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.
		(i) It uses effective and efficient statistical survey methodology (if applicable); and
		(j) It makes appropriate use of information technology.
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
Certification Date: 10/21/2008

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