E-Government Website Customer Satisfaction Surveys

ICR 202109-1090-002

OMB: 1090-0008

Federal Form Document

Forms and Documents
ICR Details
1090-0008 202109-1090-002
Received in OIRA 201805-1090-003
DOI/ASPMB 1090-0008
E-Government Website Customer Satisfaction Surveys
Extension without change of a currently approved collection   No
Regular 09/21/2021
  Requested Previously Approved
36 Months From Approved 10/31/2021
1,250,000 1,250,000
60,764 52,083
0 0

This is a request for a three-year extension of the generic clearance to conduct customer satisfaction surveys for federal government websites. This was formerly known as the American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey. The contractor that has provided the service for over a decade, ForeSee, is now using a derivative of the ACSI methodology called Customer Experience Analytics or CXA. This extension will allow for continued use of a data-driven and statistically valid approach to understanding customer satisfaction with agency websites, which are playing a strategic role of ever-increasing importance. The ultimate objective is to help agencies become more citizen-centric and achieve higher levels of citizen trust and confidence.

None
None

Not associated with rulemaking

  86 FR 21762 04/23/2021
86 FR 52494 09/21/2021
No

0

  Total Request 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 1,250,000 1,250,000 0 0 0 0
Annual Time Burden (Hours) 60,764 52,083 0 0 8,681 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
No
No
There are no program changes. There is an adjustment based on slightly fewer surveys based on the experience during the last three-year period.

$8,341,920
Yes Part B of Supporting Statement
    No
    No
No
No
No
No
Jeffrey Parrillo 202 208-7072 [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.
09/21/2021


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