[Federal Register Volume 75, Number 127 (Friday, July 2, 2010)]
[Notices]
[Pages 38531-38532]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2010-16200]
-----------------------------------------------------------------------
DEPARTMENT OF HEALTH AND HUMAN SERVICES
Centers for Disease Control and Prevention
[60-Day-10-0753]
Proposed Data Collections Submitted for Public Comment and
Recommendations
In compliance with the requirement of section 3506(c)(2)(A) of the
Paperwork Reduction Act of 1995 for opportunity for public comment on
proposed data collection projects, the Centers for Disease Control and
Prevention (CDC) will publish periodic summaries of proposed projects.
To request more information on the proposed projects or to obtain a
copy of the data collection plans and instruments, call 404-639-5960
and send comments to Maryam I. Daneshvar, CDC Acting Reports Clearance
Officer, 1600 Clifton Road, MS-D74, Atlanta, GA 30333 or send an e-mail
to [email protected].
Comments are invited on: (a) Whether the proposed collection of
information is necessary for the proper performance of the functions of
the agency, including whether the information shall have practical
utility; (b) the accuracy of the agency's estimate of the burden of the
proposed collection of information; (c) ways to enhance the quality,
utility, and clarity of the information to be collected; and (d) ways
to minimize the burden of the collection of information on respondents,
including through the use of automated collection techniques or other
forms of information technology. Written comments should be received
within 60 days of this notice.
Proposed Project
Evaluation of the Centers for Disease Control and Prevention's
Consumer Response Service Center, CDC INFO. (OMB No. 0920-0753--
Revision--Office of the Associate Director of Communication, Centers
for Disease Control and Prevention (CDC).)
Background and Brief Description
In September 2005, the Centers for Disease Control and Prevention
launched CDC-INFO, a consolidated, comprehensive effort to respond to
consumer, provider and partner inquiries on a broad spectrum of public
health topics by telephone, e-mail, fax, or postal mail. More than 40
nationwide public health hotlines and warm lines were consolidated into
one central phone number using a phased approach from 2005 to 2008.
Management of CDC-INFO services is increasingly guided by a
comprehensive evaluation that includes point-of-service and follow-up
customer satisfaction surveys. These surveys provide the public with
ongoing opportunity to express their level of satisfaction and report
how they have used this information. All members of the public, health
care providers and businesses can contact CDC-INFO by phone, e-mail, or
postal mail to request health information or order CDC publications.
CDC-INFO is a proactive, unified, and integrated approach to the
delivery of public health information and is designed to contribute to
improving the health and safety of the public. Customers are defined as
any individual or group seeking health or public health information
from CDC. This includes the public, media, medical and healthcare
professionals, public health professionals, partner groups, businesses,
researchers, and others. Customer interactions occur through multiple
channels, e.g., telephone calls, e-mails, and postal mail. There are
seven (7) potential evaluation points across three (3) major
categories: consumer satisfaction, special event/outreach, and
emergency response. All survey tools provide the participant an
opportunity to decline and are available in English and Spanish.
These satisfaction surveys track the utility of CDC-INFO to the
public at point of service and are integral for directing attention
towards programs that are underperforming or receiving high
endorsement, to understand the basis for disparity. Industry benchmarks
for performance, including consumer satisfaction, were helpful for
creating measures, and setting realistic expectations for performance.
With the passage of time, the private sector has integrated new
performance indicators for contact centers, and the suggested revisions
reflect these innovations. These innovations and survey findings form
the rationale for new question items and revised burden estimates.
Minor changes were made to the research protocol to improve
[[Page 38532]]
recruitment, and are discussed throughout the application where there
is any implication for information privacy.
These evaluations have provided volumes of data, reports, and
presentations on the progression of CDC-INFO, an innovative, multi-
million dollar, Federal public health contact center. The outcome of
this feedback is tangible, with the average number of incoming calls to
CDC-INFO reaching new heights on an annual basis, and consumer
satisfaction hovering around the best practice benchmark of 75 percent
of callers participating in a satisfaction survey endorsing the highest
level of satisfaction--very satisfied.
Sample size, respondent burden, and intrusiveness have been
minimized to be consistent with national evaluation objectives. There
is no cost to the respondent, other than the amount of time required to
respond to the survey.
Estimated Annualized Burden Hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
Number of Average burden
Type of respondent Form name Number of responses per per response (in Total burden
respondents respondent hrs) hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
General Callers............................... Satisfaction survey............. 92,000 1 \4/60\ 6,133
Email Inquirers............................... Satisfaction survey............. 1,460 1 \3/60\ 73
Callers (follow-up)........................... Follow-up survey................ 5,290 1 \9/60\ 794
General Public................................ Special event/Outreach survey... 5,120 1 \7/60\ 597
Professionals................................. Special event/Outreach survey... 2,080 1 \5/60\ 173
General Public................................ Emergency response survey--Level 8,288 1 \5/60\ 691
1.
Professionals................................. Emergency response survey--Level 1,658 1 \5/60\ 138
1.
General Public................................ Emergency response survey--Level 8,637 1 \5/60\ 720
2.
Professionals................................. Emergency response survey--Level 1,727 1 \5/60\ 144
2.
General Public................................ Emergency response survey--Level 35,185 1 \5/60\ 2,932
3.
Professional.................................. Emergency response survey--Level 7,037 1 \5/60\ 586
3.
General Public................................ Emergency response survey--Level 129,126 1 \5/60\ 10,761
4.
Professional.................................. Emergency response survey--Level 29,825 1 \5/60\ 2,485
4.
---------------------------------------------------------------------------------------------------------
Total Burden Hours........................ ................................ ................ ................ ................ 26,227
--------------------------------------------------------------------------------------------------------------------------------------------------------
Dated: June 24, 2010.
Maryam I. Daneshvar,
Acting Reports Clearance Officer, Centers for Disease Control and
Prevention.
[FR Doc. 2010-16200 Filed 7-1-10; 8:45 am]
BILLING CODE 4163-18-P