Customer Satisfaction Measure of Government Websites

Forms and Documents

Document Name	Status
Form FSR 252 FSR 252 State BECA Fulbright Form	New
Form FSR 250 FSR 250 GSA Regulations.gov, FSR 251 DOC NOAA NGS Form	New
Form FSR 247 FSR 247 DOD Air Force, FSR 248 HHS CMS FCSO J9 MAC, FSR 249 CitizenFeedback Form	New
Form FSR 245 FSR 245 HHS CMS NGS, FSR 246 DOD Navy Form	New
Form FSR 244 FSR 244 DOD Marine Corps Form	New
Form FSR 238 FSR 224 DOD Marine Corps Form	New
Support Statement B for OMB - ICR 1505-0191 Final.doc Supporting Statement B	2008-09-25
Supporting Statement for OMB - ICR 1505-0186 Final.doc Supporting Statement A	2008-09-25
CFI_ACSI Methodology in Mgmt of Govt Svcs Merz paper.pdf Supplementary Document	2008-09-25
Q2_2008 ACSI EGov presentation.pdf Supplementary Document	2008-09-25
ACSI Methodology Paper.pdf Supplementary Document	2008-09-25
Federal Register Notice June 18, 2008.pdf Supplementary Document	2008-09-25
President's Management Agenda.pdf Supplementary Document	2008-09-25
Executive Order 12862.htm Supplementary Document	2008-09-25
List of Standard ForeSee Results ACSI Questions.xls Supplementary Document	2008-09-25
List of Custom ForeSee Results ACSI Questions.xls Supplementary Document	2008-09-25

IC Document Collections

IC ID	Document Title	Status
188674	FSR 252 State BECA Fulbright Form	New
188417	FSR 250 GSA Regulations.gov, FSR 251 DOC NOAA NGS Form	New
188008	FSR 247 DOD Air Force, FSR 248 HHS CMS FCSO J9 MAC, FSR 249 CitizenFeedback Form	New
187826	FSR 245 HHS CMS NGS, FSR 246 DOD Navy Form	New
187665	FSR 244 DOD Marine Corps Form	New
187410	FSR 224 DOD Marine Corps Form	New

ICR Details

OMB Control No: 1505-0186	ICR Reference No: 200807-1505-001
Status: Historical Active	Previous ICR Reference No: 200707-1505-002
Agency/Subagency: TREAS/DO	Agency Tracking No: 1505-0186
Title: Customer Satisfaction Measure of Government Websites
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: 12/01/2008
	Date Received in OIRA: 10/30/2008
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2011	36 Months From Approved	11/30/2008
Responses	1,000,000	0	1,025,000
Time Burden (Hours)	41,667	0	42,707
Cost Burden (Dollars)	0	0	0

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Abstract: The objectives of surveying citizen users of federal agency websites are to: (1) provide information for improving the quality of and satisfaction with agency websites: (2) ensure continuous assessment and improvement capabilities; (3) benchmark results against other agencies and private companies; (4) determine how different types of changes to the websites will impact future citizen behaviors; and (5) make the agencies part of a quarterly E-Government customer satisfaction benchmark and annual index for all measured Federal Government activities.

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Authorizing Statute(s): None

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:
	73 FR 118	06/18/2008
30-day Notice:	Federal Register Citation:	Citation Date:
	73 FR 61193	10/15/2008
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

IC Title	Form No.	Form Name
FSR 224 DOD Marine Corps	FSR 240, FSR 238, FSR 239, FSR 243, FSR 241, FSR 242	DOD Pentagon Channel questionnaire ,   OPM Job Seeker Completer Model questionnaire ,   OPM Job Seeker Abandoner questionnaire ,   OPM Job Seeker Post Completer questionnaire ,   State America.gov questionnaire ,   HHS SAMHSA Publications questionnaire
FSR 252 State BECA Fulbright	FSR 252	State BECA Fulbright questionnaire
FSR 245 HHS CMS NGS, FSR 246 DOD Navy	FSR 246, FSR 245	HHS CMS NGS questionnaire ,   DOD Navy questionnaire
FSR 250 GSA Regulations.gov, FSR 251 DOC NOAA NGS	FSR 251, FSR 250	GSA Regulations.gov questionnaire ,   DOC NOAA NGS questionnaire
FSR 247 DOD Air Force, FSR 248 HHS CMS FCSO J9 MAC, FSR 249 CitizenFeedback	FSR 247, FSR 248, FSR 249	DOD Air Force questionnaire ,   HHS CMS FCSO J9 MAC questionnaire ,   Citizen Feedback Questionnaire
FSR 244 DOD Marine Corps	FSR 244	DOD Marine Corps questionnaire

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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	1,000,000	1,025,000	0	-25,000	0	0
Annual Time Burden (Hours)	41,667	42,707	0	-1,040	0	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: We estimated that the respondent burden for the prior three years would be approximately 156,250 hours. That estimate was based on an expected participation of 200 websites in the first year of the clearance with growth of 50 additional websites each succeeding year. The rate of growth realized turned out to be less than expected, due to limited agency funding and fewer agencies adding customer surveys on their websites. Using the past three years as a baseline, we estimate that we will use 41,667 burden hours in year one, 46,875 burden hours in year two, and 52,083 burden hours in year three, for a three-year total of 140,625 hours. This is a reduction of 15,625 burden hours from the previous three-year projection, reflecting a more modest growth estimate for agency use of the ACSI surveys on websites.

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Annual Cost to Federal Government: $8,550,000

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]? 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

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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: 10/15/2008

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