Commercial Service - Strategic User Satisfaction Survey

ICR 200907-0625-001

OMB: 0625-0262

Federal Form Document

Forms and Documents
Document
Name
Status
Form and Instruction
Modified
Justification for No Material/Nonsubstantive Change
2009-08-18
Justification for No Material/Nonsubstantive Change
2008-10-17
Justification for No Material/Nonsubstantive Change
2008-08-13
Supporting Statement A
2007-09-01
Supporting Statement B
2007-09-01
IC Document Collections
IC ID
Document
Title
Status
180930 Modified
ICR Details
0625-0262 200907-0625-001
Historical Active 200806-0625-002
DOC/ITA ITA-4157P
Commercial Service - Strategic User Satisfaction Survey
No material or nonsubstantive change to a currently approved collection   No
Regular
Approved without change 10/02/2009
Retrieve Notice of Action (NOA) 08/20/2009
  Inventory as of this Action Requested Previously Approved
12/31/2010 12/31/2010 12/31/2010
3,000 0 1,500
750 0 750
0 0 0

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.

EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  
None

Not associated with rulemaking

  72 FR 19171 04/17/2007
72 FR 49251 08/28/2007
No

  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
No
No
This is a new collection.

$0
Yes Part B of Supporting Statement
No
Uncollected
Uncollected
No
Uncollected
Susan Crawford 202 482-5190 [email protected]

  No

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:
 
 
 
 
 
 
 
    (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;
 
 
 
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.
08/20/2009


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