TSA Web site survey_Part B

B. Collection of Information Employing Statistical Methods
1. Describe (including a numerical estimate) the potential respondent universe and

any sampling or other respondent selection method to be used. Data on the number
of entities (e.g., establishments, State and local government units, households, or
persons) in the universe covered by the collection and in the corresponding sample
are to be provided in tabular form for the universe as a whole and for each of the
strata in the proposed sample. Indicate expected response rates for the collection as
a whole. If the collection had been conducted previously, include the actual
response rate achieved during the last collection.
TSA will conduct voluntary Web site surveys to collect feedback for the improved
content and usability of the TSA web site. The surveys will be available via the TSA
Web site (www.tsa.gov). A link to the survey will be placed in the header section of
each page so users will be able to readily access the survey. Participation to the
survey will be voluntary. The survey will be run periodically for a total of 30 days
through out a calendar year, thus the potential respondent universe is anyone who
visits the TSA Web site and chooses to participate. TSA estimates that approximately
1.5 million unique visitors will visit the TSA Web site during the 30 days of the
survey operation. (TSA receives approximately 50,000 visits to its Web site per day
and 50,000 x 30 = 1.5 million.) TSA expects a response rate of less than 10 percent
which is consistent with similar Web-based surveys conducted in the past. Assuming
a 10 percent response rate, that would equal approximately 150,000 completed
surveys, as TSA indicated in Question 12 of the Supporting Statement. This survey
has not been conducted previously.
TSA will provide a list of approximately 20 approved survey questions, which are
made available to Web site users who choose to provide their feedback on the content
and the usability of the website. This survey is geared towards generating a general
understanding of user satisfaction and overall usability and utility of the site, and is
not intended to generate statistically valid results. Responses to survey questions will
be geared, to the greatest extent possible, towards facilitating qualitative analysis
rather than statistically valid efforts such as the Customer Satisfaction Index for
Aviation (CSI-A), which is currently ongoing under a separate OMB control number.
The analysis effort will general qualitative aspects, such as overall satisfaction, or
what information users were trying to access, but the analysis will also include crosstabulation of questions, allowing the TSA to understand, for example, whether users
with certain types of internet connections rated the site. TSA also understands Due to
the expected response rate, TSA does not plan on including an "other" category for
written responses as resources will not allow analysis of that data. A possible
outcome of the Web survey effort may be identification of the need for further survey
efforts to explore facets of user interaction of the Web site. Future surveys will be
handled separately from this effort and submitted to OMB.

2. Describe the procedures for the collection of information including:

Statistical methodologyfor stratijication and sample decision,
Estimation procedure,
Degree of accuracy neededfor the purpose described in the justijication,
Unusualproblems requiring specialized sampling procedures, and
Any use of periodic (lessfrequent than annual) data collection cycles to
reduce burden.
The potential respondent universe for the survey information collection will consist of
individuals visiting the TSA Web site and choosing to complete the online survey during
the 30 day period it operates. The potential respondent universe for the focus groups will
be approximately 1.5 million (based on 50,000 visitors to the TSA Web site daily,
multiplied by 30 days).
TSA does not foresee any unusual problems with the instruments associated with this
collection requiring specialized sampling procedures. TSA anticipates respondents will
respond to the collection of the information on annual basis; however, Web site visitors
may submit more than one survey response depending on their desire to provide
feedback. Limiting the effort to 30 days will limit the impact of one respondent
submitting multiple surveys. Since the survey is intended for general qualitative
understanding of users' thoughts of the Web site for internal use only, the overall impact
of users submitting multiple surveys is not a major concern.
TSA is confident regarding the degree of accuracy that can be expected from the online
survey. TSA is also confident that the burden on respondents as a result of the data
collection will be minimal.
3. Describe methods to maximize response rates and to deal with issues of nonresponse. The accuracy and reliability of information collected must be shown to be
adequatefor intended uses. For collection based on sampling, a special justijication
must be provided for any collection that will not yield "reliable" data that can be
generalized to the universe studied.
This survey effort is not designed to support statistically valid results, but rather
qualitative analysis of user satisfaction. The methods for data collection are designed to
collect specific information to maximize the responses received. TSA intends to
encourage participation in the survey by emphasizing the value of the travelers' feedback
on the TSA Web site.
This collection is not based on sampling and is intended for general qualitative
understanding user satisfaction with the Web site, thus no special justification is needed
for this collection. Additionally, the results of this survey are intended for internal use
and will survey as a guide to identify future areas of Web site development. Currently, no
data on user satisfaction or other feedback concerning the Web site exists. This survey

effort will allow TSA to plan further Web site developments, including in depth studies if
warranted, based on the data.

4. Describe any tests of procedures or methods to be undertaken. Testing is
encouraged as an effective means of refining collections of information to minimize
burden and improve utility. Tests must be approved if they callfor answers to identical
questionsfrom 10 or more respondents. A proposed test or set of tests may be
submitted for approval separately or in combination with the main collection of
information.
TSA will implement the information gathering technique, as described in Question 1, an
online survey. TSA will not conduct any test of procedures for these collections.

5. Provide the name and telephone number of individuals consulted on statistical
aspects of the design and the name of the agency unit, contractor(s), grantee(s), or
other person(s) who will actually collect anrVor analyze the informationfor the agency.
The below mentioned individual was consulted on all aspects of the design and will be
responsible for collecting and analyzing the data once collected.
Scott Ellis, Transportation Security Administration
571-227-1633