TCC Customer Satisfaction Survey - Telephone

Request for Approval under the "Generic Clearance for the Collection of Routine
Customer Feedback" (OMB Control Number: 1652-0058)
TITLE OF INFORMATION COLLECTION:
The Transportation Security Administration (TSA) Contact Center (TCC) Customer Satisfaction Survey-Telephone
PURPOSE:
The TCC is the primary point of contact for the public to TSA 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
of the 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 agents offer the survey to each caller at the conclusion of their transaction and personally transfer
them into the survey. The primary respondents will be members of the traveling public who have contacted
TSA via telephone, to obtain information about travel or to provide feedback about a recent travel
experience. However, as described above, other members of the traveling public also send inquiries to the
TCC as well.
TYPE OF COLLECTION: (Check one)

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

[X] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] 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.
5. Information gathered will not be used for the purpose of substantially informing influential policy
decisions.
of opinions from respondents who have experience with the
6. The collection is targeted to t e s
r
ram in the fut
program or may have experie c

e.

To assist review, please provide
Personally Identifiable Informa ·on:
1. Is personally identifiable info ation (PII) collected? [ ] Yes [X] No
2. If yes, is the information that will be collected included in records that are subject to the Privacy Act of
1974? [ ] Yes [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 Respondent

No.of
Respondents
368

Individuals I Traveling Public Live-Calls

Participation
Time
5 minutes

Burden
Hours
30.6
hours

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.
TSA Employee Pay
Band
G-Band
J-Band

Annual TSA Hours
Average Hourly
to Review
Loaded Rate
6
$24.12
12
$43.75
Total Annual Cost to TSA

Annual Cost to TSA
$289.44
$262.50
$551.94

If you are conducting a focus group, survey, or plan to employ statistical methods, please provide

answers to the following questions:
The selection of your targeted respondents
1. 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?
[X] Yes
[ ] 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 live calls, every 20th call to the TCC will be transferred to the survey. This estimation was reached by
a sampling of current data. Based on a 33% participation rate, TSA anticipates approximately 368
completed surveys will be received annually.

Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[X] Telephone
[ ] In-person
[ ] 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.

See separate document for the Telephone Survey Questions.
2