TCC Submission Request

Request for Approval under the "Generic Clearance for the Collection of
Routine Customer Feedback" (OMB Control Number: 1601-0014)
TITLE OF INFORMATION COLLECTION:
The Transportation Security Administration (TSA) Contact Center (TCC) Customer Satisfaction
Survey-Email
PURPOSE:
The TCC is the primary incoming portal from the public and receives inquiries from the
traveling public, TSA employees, private industry. other government organizations, Members of
Congress, and the White House. The TCC responds to inquiries that cover a variety of topics
concerning TSA. The objective ofthe data collection from this population is to collect, analyze
and interpret information gathered to identify strengths and weaknesses of current customer
service and make improvements.
DESCRIPTION OF RESPONDENTS:
The TCC system will automatically send a survey to every 8th e-mail received. The primary
respondents will be members of the traveling public who have contacted TSA via e-mail.to
obtain infonnation about travel or to provide feedback about a recent travel experience.
However, as described above, other members of the public also send inquiries to the TCC as
well.
TYPE 01<' COLLECTION: (Check one)

[ 1Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software)
[] Focus Group

[ Xl Customer Satisfaction Survey
[ 1Small Discussion Group

[1 Other:_ _ _ _ _ _ _~-_

CERTIFICATION:
I certify the following to be true:

1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
S. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the sol4;i tion of 0 inions from respondents who have
experience with the program or may h e experience with the program in the future.
Name:

Michelle Cartagena _';...1_'___¥+-­

~_ _ __

To assist review, please prOVidb'C,
Personally Identifiable Infonnation:
1. Is personally identifiable information (PH) collected? [

1Yes [X] No
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ 1Yes [X] No

3. If Applicable, has a System or Records Notice been published? [ ] Yes [X] No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [X] No

BURDEN HOURS
: Category of Respo-nd-::"e-n-t­

-----------.-.~-..,...---._:_-..,....,..-.,____r

::::----;:-­

; Res
Individual! Traveling Public Email

i

388

FEDERAL COST: The estimated annual cost to the Federal government is
$551.94. This
figure was derived from the number of hours to review multiplied by the average hourly loaded
rate.

I TSA Employee Pay IAnnui! TSA Hours
I

Band

: G-Ba-n~d------~.~-----

i to Review
124
,12

! Average Hourly

-

: Annual Cost to TSA 1
Loaded Rate
$289..44._ _.
524.12
I
543.75
5262.50
I
Total Annual Cost to TSA $551.94
I

I

Jfyon are conducting a focus group, survev. or plan to employ statistisal methods. please
provide answers to the following questions:
The selection of your targeted respondents
t. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?

[Xl Yes
[J No

If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
For e-mail inquiries to the TCC, every 8th e-mail received will be sent a survey. This number
was based upon the number of e-mails received in January 2012, which was 9,415. Based on a
33% participation rate, TSA anticipates approximately 388 surveys will be received.
Administration of tbe Instrument
1. How will you collect the information? (Check all that apply)
[ X] Web-based or other forms of Social Media

[ J Telephone

[ ] In-person

2

[ ] Mail

[ ] Other, Explain

2. Will interviewers or facilitators be used? [ ] Yes [X] No

Please make sure that all instruments, instructions, and scripts are submitted with the
request.

3