Customer Satisfaction Survey for FTA's Public Website Contact Us Tool

Forms and Documents

Document Name	Status
Survey Instructions-Contact Us Tool (3).doc Supplementary Document	2009-04-09
Customer Service Contact Us Survey[1].doc Supplementary Document	2009-04-09
Customer Satisfaction Survey - Contact Us Tool v1 0 JustificationStatement-4[1].doc Supporting Statement B	2009-04-09
Customer Satisfaction Survey - Contact Us Tool v1 0 JustificationStatement-4[1].doc Supporting Statement A	2009-04-09

IC Document Collections

IC ID	Document Title	Status
187109	Customer Satisfaction Survey for FTA's Public Website Contact Us Tool	New

ICR Details

OMB Control No: 2132-0568	ICR Reference No: 200811-2132-002
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: DOT/FTA	Agency Tracking No:
Title: Customer Satisfaction Survey for FTA's Public Website Contact Us Tool
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 04/14/2009
	Date Received in OIRA: 12/23/2008
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	04/30/2012	36 Months From Approved
Responses	1,230	0	0
Time Burden (Hours)	103	0	0
Cost Burden (Dollars)	2,562	0	0

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Abstract: The survey is part of FTA's Quality Improvement Program and intended to measure customer service and satisfaction. The surveys will provide the information necessary to assess customer needs, determine how well the agency is responding to those needs and to improve service, if needed.

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

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:
	72 FR 73062	12/26/2007
30-day Notice:	Federal Register Citation:	Citation Date:
	73 FR 13953	03/14/2008
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 1

IC Title	Form No.	Form Name
Customer Satisfaction Survey for FTA's Public Website Contact Us Tool

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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	1,230	0	0	1,230	0	0
Annual Time Burden (Hours)	103	0	0	103	0	0
Annual Cost Burden (Dollars)	2,562	0	0	2,562	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 customer satisfaction survey for users of FTA's Public Website Contact Us Tool will provide information on how customers perceive the Contact Us Tool and on how FTA can improve its service to these customers.

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Annual Cost to Federal Government: $5,000

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)? No

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: 12/23/2008

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