3090-0278-Justification-Dec 2006

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey

A. Justification
1. Explain the circumstances that make the collection of information necessary.
Identify any legal or administrative requirements that necessitate the collection.
Attach a copy of the appropriate section of each statute and regulation mandating
or authorizing the collection of information.
The purpose of the Federal Citizen Information Center’s (FCIC) National Contact Center
customer satisfaction survey is to measure consumer satisfaction with the service and
assess the effectiveness of marketing efforts.
The National Contact Center is a performance-based contract. One critical measure of the
National Contact Center’s customer service, as outlined in GSA’s contract, is the use of
customer satisfaction data. This survey is essential to gather the customer satisfaction
data that is required to evaluate performance of the contract. The data will be collected
for calls answered by an agent, callers using the automated messages, and e-mail
responses.
As needed, the automated messages are modified or enhanced to provide vital
Government information and referrals to callers 24 hours a day, seven days a week. The
short survey to assess the quality and effectiveness of these automated messages will
provide information that is instrumental to GSA’s ability to improve the quality and
delivery of this information.
2. Indicate how, by whom, and for what purpose the information is to be used.
Except for a new collection, indicate the actual use the agency has made of the
information received from the current collection.
The customer satisfaction survey will be delivered in three formats: 1) an automated
telephone survey for callers who listen to automated messages, 2) an automated
telephone survey for callers after they have spoken with an information specialist, and 3)
a web survey for those who have received an e-mail response.
Automated Message Survey/Information Specialist Survey
The telephone survey for callers using automated messages will capture customer
reactions regarding their ability to easily locate Government referrals or have their
question answered via an automated message. In addition, the survey will record how the
caller heard about the service and elicit comments and suggestions for service
improvements.
The telephone survey for callers who speak with a specialist will capture customer
feedback regarding the courteousness and professionalism of the specialist to whom they
spoke. In addition, the survey will assess whether the caller feels he received the correct
information. Also, the survey will record how the caller heard about the service and elicit
comments and suggestions for service improvements.
1 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey

The e-mail survey will capture customer feedback regarding the quality of the e-mail
response in terms of accuracy, organization, and timeliness. In addition, the survey will
record whether the customer used our online FAQs before e-mailing us, and will elicit
comments and suggestions for service improvements.
For the two phone surveys, information will be collected by an automated system
operated by our network telephone service provider (Verizon). The information will be
automatically deposited in a database that can be analyzed statistically. The survey data
will be analyzed on a quarterly and annual ongoing basis.
For the e-mail survey, information will be collected via an online webform. The
information will be automatically deposited into a database that can be exported to Excel
to be analyzed. Feedback will be used to assess customer satisfaction for the project and
to guide management to make course corrections that would improve service to the
American people.
The National Contact Center will use survey information to improve overall customer
service, fine tune the type of information provided in automated messages, enhance the
delivery of those automated messages, and to evaluate the effectiveness of marketing
activities to promote the Center.
Customer satisfaction data will be used to ensure that the National Contact Center’s
information specialists are courteous, professional, knowledgeable about searching the
database to provide information and contact referrals, and responsive to customer needs.
If survey ratings show that information specialists are performing inadequately in a
service area, then appropriate training will be provided to improve communication skills,
database knowledge, or responsiveness.
Customer satisfaction data will be considered when adjusting staffing levels in the
customer service center. If customers feel that it is difficult to reach an information
specialist, the automated messages may be modified or additional specialists may be
added.
Customer satisfaction data will also be considered when scripting new information for
automated messages, especially as decisions are made regarding the location and delivery
of the information available through automated messages.
Customer satisfaction data will be used to develop training for e-mail information
specialists, redefine the quality monitoring tools, and to determine future contract
requirements.
Further, feedback from the survey will be used to assess the effectiveness of the
Government’s marketing activities. If the majority of callers learn about the National
Contact Center from TV public service announcements rather than through telephone
directories, FCIC may choose to place listings in only a limited number of telephone
2 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey
directories. This feedback will guide FCIC on how best to invest limited marketing funds
to ensure the most impact.
Finally, the survey will garner feedback in the form of suggestions and comments from
callers. These suggestions will used to develop and implement enhanced services to
further meet the needs of the public.
3. Describe whether, and to what extent, the collection of information involves the
use of automated, electronic, mechanical, or other technological collection
techniques or other forms of information technology, e.g., permitting electronic
submission of responses, and the basis for the decision for adopting this means of
collection. Also describe any consideration of using information technology to
reduce burden.
FCIC will administer the surveys via automated systems. Since the surveys are
automated, no human is necessary to administer the questions, thereby reducing the cost
to the Government. All surveys are designed to require less than three minutes for a user
to complete, thus minimizing the burden to the public.
The use of an automated survey offers several advantages beyond cost. One, because
customers are not responding to a person when answering questions, the customer has an
increased level of comfort to honestly answer the questions. Second, since a portion of
phone customers will go directly into the automated survey upon completion of their call,
it reduces the burden that would be placed on the customer if they had to access the
survey through another channel (on the web, etc.).
4. Describe efforts to identify duplication. Show specifically why any similar
information already available cannot be used or modified for use for the purposes
described in Item 2 above.
The customer satisfaction survey will be the only formal assessment of the public’s
perception of the quality of service they receive from the National Contact Center.
5. If the collection of information impacts small businesses or other small entities
(item 5 of OMB 83-I), describe any methods used to minimize burden.
Information will be collected from National Contact Center customers, which include
American citizens living in the U.S. and Canada. This information collection does not
impact small businesses or other small entities.
6. Describe the consequence to Federal program or policy activities if the collection
is not conducted or is conducted less frequently, as well as any technical or legal
obstacles to reducing burden.
First, GSA’s Statement of Work mandates that the National Contact Center is the primary
vehicle for the American people to access, via the telephone, Government information
3 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey
and referrals. If the customer satisfaction survey is not conducted, FCIC will not be able
to gauge the National Contact Center’s effectiveness, quality, and service from its
customers’ perspective.
Second, FCIC will use survey information to improve the quality of its information
provided in the automated messages. FCIC is depending on this survey to provide
important information that will be used to improve the organization, content, and
usefulness of the National Contact Center’s current automated messages. Without this
feedback, FCIC will be severely handicapped by not knowing what information the
public needs. This is especially important since the automated messages are the primary
telephonic means of obtaining Government information and referrals after business hours
and during weekends.
Finally, FCIC is depending on customer feedback provided by this survey to assess the
effectiveness of their marketing activities. For many years, FCIC's primary means of
promoting the National Contact Center was through listings in the Blue Pages and other
telephone directories in major metropolitan areas. Recently, FCIC has designed and
launched marketing promotions through magazine, newspaper, radio, and television
public service announcements. This is a formal assessment of the effectiveness of these
activities.
7. Explain any special circumstances that would cause an information collection to
be conducted in a manner requiring respondents to:
•
•
•
•
•
•
•

•

Report information to the agency more often than quarterly;
Prepare a written response to a collection of information in fewer than 30
days after receipt of it;
Submit more than an original and 2 copies of any document;
Retain records, other than health, medical, government contracts, grant-inaid, or tax records, for more than 3 years;
In connection with a statistical survey, that is not designed to produce valid,
reliable results that can be generalized to the universe of study;
Require the use of a statistical classification that has not been reviewed and
approved by OMB;
Include a pledge of confidentiality that is not supported by authority
established in statute or regulation, that is not supported by disclosure and
data security policies that are consistent with the pledge, or which
unnecessarily impedes sharing of data with other agencies for compatible
confidential use; or
Submit proprietary trade secrets, or other confidential information unless
the agency can demonstrate that it has instituted procedures to protect the
information’s confidentiality to the extent permitted by law.

There are no special circumstances that would cause this information collection to be
conducted in an unusual or intrusive manner. All participation will be voluntary. All
potential participants will be selected randomly, and most users access the National
4 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey
Contact Center a few times each year at most. Therefore, it is extremely unlikely that
participants would be selected to participate more often than quarterly. This information
collection is designed to produce reliable and valid results that can be generalized to the
public.
8. If applicable, provide a copy and identify the date and page number of
publication in the Federal Register of the agency’s notice, required by 5 CFR
1320.8(d), soliciting comments on the information collection prior to submission to
OMB. Summarize public comments received in response to that notice and describe
actions taken by the agency in response to these comments. Specifically address
comments received on cost and hour burden.
Describe efforts to consult with persons outside the agency to obtain their views on
the availability of data, frequency of collection, the clarity of instructions and
recordkeeping, disclosure, or reporting format (if any), and on the data elements to
be recorded, disclosed, or reported. Consultation with representatives of those from
whom information is to be obtained or those who must compile records should
occur at least once every 3 years – even if the collection of information activity is the
same as in prior periods. There may be circumstances that may preclude
consultation in a specific situation. These circumstances should be explained.
For the last collection notice in the Federal Register (April 11, 2006), we received no
public comments.
9. Explain any decision to provide any payment or gift to respondents, other than
reenumeration of contractors or grantees.
Survey participants will not be offered any payment or gift in exchange for completing
the survey.
10. Describe any assurance of confidentiality provided to respondents and the basis
for assurance in statute, regulation, or agency policy.
Not applicable. (No personal information, including the respondent’s name, address, email address, or telephone number, will be collected during the survey, so the surveys are
anonymous. There is no assurance of confidentiality, but we do explain, at the beginning
of the survey, that the responses are anonymous.)
11. Provide additional justification for any questions of a sensitive nature, such as
sexual behavior and attitudes, religious beliefs, and other matters that are
commonly considered private. This justification should include the reasons why the
agency considers the questions necessary, the specific uses to be made of the
information, the explanation to be given to persons from whom the information is
requested, and any steps to be taken to obtain their consent.

5 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey
The National Contact Center survey contains no sensitive or private questions. The
survey only contains questions that assess customer service quality, and a question
designed to learn how users heard about the National Contact Center. The survey
assesses the extent to which customer service staff is courteous, professional,
knowledgeable and responsive to customer needs. The survey also assesses the
organization, content, and usefulness of the automated messages and the e-mail
responses.
12. Provide estimates of the hour burden of the collection of information. The
statement should:
• Indicate the number of respondents, frequency of response, annual hour
burden, and an explanation of how the burden was estimated. Unless
directed to do so, agencies should not conduct special surveys to obtain
information on which to base hour burden estimates. Consultation with a
sample (fewer than 10) of potential respondents is desirable. If the hour
burden on respondents is expected to vary widely because of differences in
activity, size, or complexity, show the range of estimated hour burden, and
explain the reasons for the variance. Generally, estimates should not include
burden hours for customary and usual business practices.
• If this request for approval covers more than one form, provide separate
hour burden estimates for each form and aggregate the hour burdens in Item
13 of OMB Form 83-I.
• Provide estimates of annualized cost to respondents for the hour burdens for
collections of information, identifying and using appropriate wage rate
categories. The cost of contracting out or paying outside parties for
information collection activities should not be included here. Instead, this
cost should be included in Item 13.
Phone Survey:
Total call volume will be approximately 1,300,000 calls per year or about 110,000 calls
per month. Of all consumers who call, 2.5 percent random sample will be selected or
32,500 customers per year. The sampling percentage may change depending on call
volume in future years and actual number of survey respondents.
The expected response rate is 4 percent. With this response rate, the total number of
participants is expected to be about 1,300 per year. At most, the survey will require three
minutes (.05 hours) to complete. (Although the survey itself is estimated to require only
2 minutes to complete, an additional minute has been added to account for the time it
may take an individual to leave additional comments on voicemail.)
The total time burden on the public will be 65 hours per year for the phone survey.
•

1,300 participants per year x .05 hours = 65 hours

6 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey

E-Mail Survey:
Total e-mail response volume will be approximately 60,000 e-mails per year, or about
5,000 e-mails per month. Of all consumers who e-mail, 15 percent random sample will
be selected, or 750 per month.
The expected response rate is 10 percent. With this response rate, the total number of
participants is expected to be about 900 per year. At most, the survey will require four
minutes (.06 hours) to complete. (Although the survey itself is estimated to require less
than 3 minutes to complete, an additional minute has been added to account for the time
it may take an individual to type in additional comments.)
The total time burden on the public will be 54 hours per year for the e-mail survey.
•

900 participants per year x .06 hours = 54 hours

TOTAL = 119 hours
TOTAL PARTICIPANTS = 2,200
FCIC bases its assumption of a 4 percent participation rate on the results of the current
phone survey. The assumption of a 10 percent participation rate for the e-mail survey is
based on the survey immediacy, its ease of use and the assumption that people will be
motivated to offer their views on a taxpayer supported service.
The sampling percentage may change in future years, depending on call and e-mail
volume and the number of people who choose to participate.
13. Provide an estimate for the total annual cost burden to respondents or
recordkeepers resulting from the collection of information. (Do not include the cost
of any hour burden shown in Items 12 and 14.)
• The cost estimate should be split into two components: (a) total capital and
start-up cost component (annualized over its expected useful life) and (b) a
total operation and maintenance and purchase of services component. The
estimates should take into account costs associated with generating,
maintaining, and disclosing or providing the information. Include
descriptions of methods used to estimate major cost factors including system
and technology acquisition, expected useful life of capital equipment, the
discount rate(s), and the time period over which costs will be incurred.
Capital and start-up costs include, among other items, preparations for
collecting information such as purchasing computers and software;
monitoring, sampling, drilling, and testing equipment, and record storage
facilities.
• If cost estimates are expected to vary widely, agencies should present ranges
of cost burdens and explain the reasons for the variance. The cost of
purchasing or contracting out information collection services should be a
7 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey

•

part of this cost burden estimate. In developing cost burden estimates,
agencies may consult with a sample of respondents (fewer than 10), utilize
the 60-day pre-OMB submission public comment process and use existing
economic or regulatory impact analysis associated with the rulemaking
containing the information collection, as appropriate.
Generally, estimates should not include purchases of equipment or services,
or portions thereof, made: (1) prior to October 1, 1995; (2) to achieve
regulatory compliance with requirements not associated with the information
collection; (3) for reasons other than to provide information or keep records
for the Government or (4) as part of customary and usual business or private
practices.

Not applicable.
14. Provide estimates of annualized costs to the Federal Government. Also, provide
a description of the method used to estimate cost, which should include qualification
of hours, operational expenses (such as equipment, overhead, printing, and support
staff), and any other expense that would not have been incurred without this
collection of information. Agencies may also aggregate cost estimates from Items 12,
13, and 14 in a single table.
FCIC has estimated the annualized cost to the Federal government by computing costs on
the actual number of calls.
Since the phone surveys will be conducted by telephone, there will be no paper copies
sent to respondents. This eliminates printing expenses and postage/return postage costs
to distribute and return the survey. There will be additional charges for the phone line
usage. We estimate this to be $234.00, which is 1,300 surveys multiplied by 3 minutes
per survey, multiplied by a phone line usage cost of approximately $.06 per minute.
The e-mail survey will be completed by webform. The survey instrument we are using is
$200.00 per year for up to 1,000 respondents per month. Since we will have far less than
1,000 respondents per month, our total cost will be $200.00.
The total for all surveys is approximately $434.00 per year.
15. Explain the reasons for any program changes or adjustments reported in Items
13 or 14 of the OMB Form 83-I.
There is a program change in the annual reporting and recordkeeping hour burden due to
several factors.
The number of respondents line was reduced to 2,200, versus 2,250 in 2003. We reduced
the number of phone call respondents from 2,250 surveys to 1,300 surveys. We know,
from recent survey results, that the participation rate will be lower than what we had

8 of 9

Supporting Statement for Paperwork Reduction Act Submission
3090-0278 – National Contact Center Customer Evaluation Survey
projected in 2003. However, we added an e-mail survey. We estimate 900 respondents
to that survey, for a total of 2,200 respondents.
The annual hours line was increased to 119 (from 112) because the e-mail surveys will
take approximately 4 minutes versus the 3 minutes of the phone surveys. So, the phone
surveys will only amount to a burden of 65 hours (versus 2003’s burden of 2,250), but the
e-mail surveys will add a burden of 54 hours, bringing the total to 119 hours.
16. For collections of information whose results will be published, outline plans for
tabulation and publication. Address any complex analytical techniques that will be
used. Provide the time schedule for the entire project, including beginning and
ending dates of the collection of information, completion of report, publication
dates, and other actions.
FCIC plans to begin data collection upon OMB approval. Survey data will be collected
every month until the expiration of the OMB approval, 3 years from the approval date.
This information will allow FCIC to track customer satisfaction from quarter to quarter.
Survey results will be used internally by FCIC and the National Contact Center
management staff to assess customer service performance per GSA’s contract, improve
the quality of its information provided in automated messages, and assess the
effectiveness of marketing activities. There are no plans for formal publication of results.
17. If seeking approval to not display the expiration date for OMB approval of the
information collection, explain the reasons that display would be inappropriate.
It is appropriate for the National Contact Center survey to display the expiration date for
OMB approval. However, the survey will not be in paper format, it is only available via
telephone. If directed, the OMB approval number and expiration date will be read during
the survey introduction.
18. Explain each exception to the certification statement identified in Item 19,
“Certification for Paperwork Reduction Act Submissions,” of OMB Form 83-I.
Item 20 of OMB Form 83-I was not used.

9 of 9