Commercial Service - Strategic User Satisfaction Survey

Forms and Documents

Document Name	Status
Form ITA-4157P Strategic User Satisfaction Survey Form and Instruction	Modified
0625.0262.Change Request.CommercialServAnnualCustomerSatis.Survey.082009.doc Justification for No Material/Nonsubstantive Change	2009-08-18
0625.0262.ChangeRequest.Rev.101408.doc Justification for No Material/Nonsubstantive Change	2008-10-17
0625_0262_Justification[1].doc Justification for No Material/Nonsubstantive Change	2008-08-13
0625.strategic_user_sat_surveys.083107.doc Supporting Statement A	2007-09-01
SectionB.strategic.survey.083107.doc Supporting Statement B	2007-09-01

IC Document Collections

IC ID	Document Title	Status
180930	Strategic User Satisfaction Survey Form and Instruction	Modified

ICR Details

OMB Control No: 0625-0262	ICR Reference No: 200907-0625-001
Status: Historical Active	Previous ICR Reference No: 200806-0625-002
Agency/Subagency: DOC/ITA	Agency Tracking No: ITA-4157P
Title: Commercial Service - Strategic User Satisfaction Survey
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/02/2009
	Date Received in OIRA: 08/20/2009
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2010	12/31/2010	12/31/2010
Responses	3,000	0	1,500
Time Burden (Hours)	750	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. As part of its mission, the U.S. Commercial Service (CS) currently uses transactional user satisfaction surveys to collect feedback from U.S. business clients that use U.S. Commercial Service pay-for-use products/events. These surveys ask the client to evaluate the U.S. Commercial Service on its customer service delivery for a specific transaction. Results from these transactional user satisfaction surveys are used to assess client satisfaction and identify areas where service levels and benefits differ from client expectations. In addition to conducting user satisfaction surveys on a transactional basis for pay-for-use products/events provided by the U.S. Commercial Service, the U.S. Commercial Service would like to conduct a strategic user satisfaction survey on an annual basis to collect more in-depth user satisfaction feedback from CS clients in order to assess the importance or relative impact of specific service delivery processes and attributes on overall customer satisfaction. Survey responses would enable the CS to prioritize the allocation of time, budget and resources using performance-importance diagrams. 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:
	72 FR 19171	04/17/2007
30-day Notice:	Federal Register Citation:	Citation Date:
	72 FR 49251	08/28/2007
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
Strategic User Satisfaction Survey	ITA-4157P, ITA-4157P, ITA-4157P	Commercial Service Annual Customer Satisfaction Survey ,   Commercial Service Perception and Awareness Survey ,   Commercial Service Annual Customer Satisfaction 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	1,500	0	1,500	0	0
Annual Time Burden (Hours)	750	750	0	0	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: No

Burden Reduction Due to:

Short Statement: This is a new collection.

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Annual Cost to Federal Government: $0

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: 08/20/2009

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