Commercial Service - Strategic User Satisfaction Survey

OMB Control No: 0625-0262	ICR Reference No: 201012-0625-007
Status: Historical Active	Previous ICR Reference No: 200907-0625-001
Agency/Subagency: DOC/ITA	Agency Tracking No: ITA-4157P
Title: Commercial Service - Strategic User Satisfaction Survey
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 03/16/2011
Retrieve Notice of Action (NOA)	Date Received in OIRA: 12/30/2010
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	03/31/2014	36 Months From Approved	03/31/2011
Responses	3,000	0	3,000
Time Burden (Hours)	775	0	750
Cost Burden (Dollars)	0	0	0

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Abstract: The International Trade Administration’s U.S. Commercial Service is mandated by Congress to help U.S. businesses, particularly small and medium-sized companies, export their products and services to global markets. The U.S. Commercial Service would like to conduct a strategic user satisfaction survey and an awareness and perception study on an annual basis to collect overall satisfaction on clients' comprehensive experience with all facets of the Commercial Service (such as counseling, fee-based services, trade hotline and website) and awareness of the Commercial Service over a twelve month time period. Without this information, USFCS is unable to systematically determine the actual and relative levels of performance for attributes, processes and subprocesses, identify the drivers or determinants of overall satisfaction, and provide clear, actionable insights for managerial intervention. This information will be used for program improvement, strategic planning, and allocation of resources.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards

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:
	75 FR 55303	09/10/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 79334	12/20/2010
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 2

IC Title Form No. Form Name Strategic User Satisfaction Survey ITA-4157P Annual Customer Satisfaction Survey Strategic User Satisfaction Survey ITA-4175P Commercial Service Perception and Awareness 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	3,000	3,000	0	0	0	0
Annual Time Burden (Hours)	775	750	0	25	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

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

Burden Reduction Due to:

Short Statement: The additional questions to the Annual Customer Satisfaction Survey to ask clients whether the Commercial Service should provide new export assistance services, in addition to services currently provided. If a client answers “yes” we would like the client to briefly explain the new type of service that is needed; maybe one to two sentences. It is estimated that the response time to the additional questions is 1 minute. This is a program change increase of 25 hours (from 750 to 775).

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Annual Cost to Federal Government: $2,000

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

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]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

Agency Contact: Susan Crawford 202 482-5190 [email protected]

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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: 12/30/2010

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