The National Clearinghouse on Child Abuse and Neglect Information (NCCAN) and the National Adoption Information Clearinghouse (NAIC) received OMB approval to collect data for a customer satisfaction evaluation under OMB control number 0970-0303. On June 20, 2006, NCCAN and NAIC were consolidated into Child Welfare Information Gateway and revisions were made to the Customer Satisfaction Evaluation and approved under OMB control number 0970-0303. This effort is to make further revisions to the Customer Satisfaction Evaluation protocols to collect better information for improving products and services.
The Customer Satisfaction Evaluation was initiated in response to Executive Order 12862 issued on September 11, 1993 (Appendix A). The Order calls for putting customers first and striving for a customer-driven government that matches or exceeds the best service available in the private sector. To that end, Child Welfare Information Gateway's evaluation is designed to better understand the kind and quality of services customers want, as well as customers' level of satisfaction with existing services. The proposed data collection activities for the evaluation include customer surveys, customer comment cards, web tool surveys, webinar feedback surveys, selected publication surveys, and focus groups.
The proposed OMB estimates 311 hours and 7,650 responses as the reporting burden. Adjusted calculations were based on alterations to survey questions to improve information collected, and additional tools to address key information needs and improve services to customers. Therefore, the increase in burden was the result of a program change.
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.
Customer Survey - Ind / Households