fast track 2021 NLM Customer Service Survey

NLM Fast Track_2021 Customer Service Survey.docx

Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (NIH)

fast track 2021 NLM Customer Service Survey

OMB: 0925-0648

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Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB#: 0925-0648 Exp. Date: 05/31/2021)

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TITLE OF INFORMATION COLLECTION: 2021 NLM Customer Service Survey


PURPOSE:

The National Library of Medicine (NLM) wishes to collect feedback on customer satisfaction with NLM’s customer service call center. NLM provides biomedical, historical, and consumer health information through its websites, including nlm.nih.gov, MedlinePlus.gov, locatorplus.gov, and PubMed.gov. The customer service call center fields customer requests for assistance including password support, assistance with finding specific information, and assistance with finding specific NLM digital products. Conducting customer satisfaction research ensures that NLM is providing a high level of customer service.


DESCRIPTION OF RESPONDENTS:

Individuals receiving support through NLM’s call center who choose to respond to a survey invitation contained in an anonymous link within a follow-up email.


TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group

[ ] Focus 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.

  6. The collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the future.


Name: Douglas Joubert


To assist review, please provide answers to the following question:


Personally Identifiable Information:

  1. Is personally identifiable information (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 [ ] No

  3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No




Gifts or Payments:

Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [ ] Yes [X] No


ESTIMATED BURDEN HOURS and COSTS


Category of Respondent

No. of Respondents

No. of Responses per Respondent

Time per

Response

(in hours)

Total Burden

Hours

Individuals or Households

1,000

1

2/60

33






Totals


1,000


33



Category of Respondent


Total Burden

Hours

Wage Rate*

Total Burden Cost

Individuals or Households

      33

$25.72

$848.76





Totals

     


$848.76

*BLS National Occupational Employment and Wage Estimates

https://www.bls.gov/oes/current/oes_nat.htm



FEDERAL COST: The estimated annual cost to the Federal government is: $2,695.96

Staff


Grade/Step

Salary

% of Effort

Fringe (if applicable)

Total Cost to Gov’t

Federal Oversight






Librarian

13/10

$134,798

2%


$2,695.96













Contractor Cost












Travel





N/A

Other Cost





N/A

Total





$2,695.96

**the Salary in table above is cited from:

https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/salary-tables/pdf/2021/DCB.pdf





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? [ ] Yes [X] 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?


Survey respondents will be NLM customers receiving support from the NLM customer service support center. These individuals will receive a follow-up email message containing an anonymous link to the survey. All customers will be invited to participate in the survey after each interaction with the call center. Site visitors can receive survey invitations on all types of devices: desktop, tablet and mobile.



Administration of the Instrument

  1. How will you collect the information? (Check all that apply)

[X] Web-based or other forms of Social Media

[ ] Telephone

[ ] In-person

[ ] Mail

[ ] Other, Explain

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

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File Typeapplication/vnd.openxmlformats-officedocument.wordprocessingml.document
File TitleGeneric Clearance Submission Template
SubjectGeneric Clearance Submission Template
AuthorOD/USER
File Modified0000-00-00
File Created2021-04-23

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