[Federal Register Volume 75, Number 134 (Wednesday, July 14, 2010)]
[Notices]
[Pages 40847-40848]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2010-17086]
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DEPARTMENT OF HOMELAND SECURITY
Federal Emergency Management Agency
[Docket ID: FEMA-2010-0041]
Agency Information Collection Activities: Proposed Collection;
Comment Request, 1660-0036; Federal Emergency Management Agency
Individual Assistance Customer Satisfaction Surveys
AGENCY: Federal Emergency Management Agency, DHS.
ACTION: Notice; 60-day notice and request for comments; revision of a
currently approved information collection OMB No. 1660-0036; Caller
Services Registration Survey, FEMA Form 007-0-3; Caller Services
Helpline Survey, FEMA Form 007-0-5; Internet Registration Survey, FEMA
Form 070-0-2; Internet Inquiry Survey; Program Effectiveness & Recovery
Survey, FEMA Form 070-0-20; Casework Representative Survey, FEMA Form
007-0-6; Direct Housing Operations Survey, FEMA Form 007-0-4; Special
Needs Representative Survey, FEMA Form 007-0-8; Disaster Recovery
Center Survey, FEMA Form 007-0-7; Communication and Process Survey,
FEMA Form 007-0-9, Contact Survey, FEMA Form 007-0-10, Correspondence
and Process Survey, FEMA Form 007-0-11, E-Communications Survey, FEMA
Form 007-0-12, Evacuations Survey, FEMA Form 007-0-13, Follow-Up
Program Effectiveness and Recovery Survey, FEMA Form 007-0-14, Rapid
Temporary Repair Survey, FEMA Form 007-0-15, Recovery Inventory Survey,
FEMA Form 007-0-16, Return Home Survey, FEMA Form 007-0-17, and Site
Recertification Survey, FEMA Form 007-0-18.
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SUMMARY: The Federal Emergency Management Agency, as part of its
continuing effort to reduce paperwork and respondent burden, invites
the general public and other Federal agencies to take this opportunity
to comment on a proposed revision of a currently approved information
collection. In accordance with the Paperwork Reduction Act of 1995,
this Notice seeks comments concerning which is necessary for assessment
and improvement of the delivery of disaster assistance. The forms serve
as survey tools used to evaluate customer perceptions of effectiveness,
timeliness and satisfaction with initial, continuing and final delivery
of disaster-related assistance.
DATES: Comments must be submitted on or before September 13, 2010.
ADDRESSES: To avoid duplicate submissions to the docket, please use
only one of the following means to submit comments:
(1) Online. Submit comments at http://www.regulations.gov under
docket ID FEMA-2010-0041. Follow the instructions for submitting
comments.
(2) Mail. Submit written comments to Office of Chief Counsel,
Regulation and Policy Team, DHS/FEMA, 500 C Street, SW., Room 835,
WASH, DC 20472-3100.
(3) Facsimile. Submit comments to (703) 483-2999.
(4) E-mail. Submit comments to [email protected]. Include docket
ID FEMA-2010-0041 in the subject line.
All submissions received must include the agency name and docket
ID. Regardless of the method used for submitting comments or material,
all submissions will be posted, without change, to the Federal
eRulemaking Portal at http://www.regulations.gov, and will include any
personal information you provide. Therefore, submitting this
information makes it public. You may wish to read the Privacy Act
notice that is available on the Privacy and Use Notice link on the
Administration Navigation Bar of http://www.regulations.gov.
FOR FURTHER INFORMATION CONTACT: Contact Maggie Billing, Program
Analyst, Customer Satisfaction Analysis Section, Texas National
Processing Service Center, Recovery Directorate, FEMA at 940 891-8709
or [email protected] for additional information. You may contact
the Office of Records Management for copies of the proposed collection
of information at facsimile number (202) 646-3347 or e-mail address:
[email protected].
SUPPLEMENTARY INFORMATION: This collection is in accordance with
Executive Order 12862 requiring all Federal agencies to survey
customers to determine the kind and quality of services they want and
their level of satisfaction with existing services. The Government
Performance and Results Act (GPRA) requires agencies to set missions
and goals and measure performance against them. FEMA will fulfill these
requirements by collecting customer service and program information
through surveys of the Recovery Directorate's external customers.
Collection of Information
Title: Federal Emergency Management Agency Individual Assistance
Customer Satisfaction Surveys.
Type of Information Collection: Revision of a currently approved
information collection.
OMB Number: 1660-0036.
Form Titles and Numbers: Caller Services Registration Survey, FEMA
Form 007-0-3; Caller Services Helpline Survey, FEMA Form 007-0-5;
Internet Registration Survey, FEMA Form 070-0-2; Internet Inquiry
Survey; Program Effectiveness & Recovery Survey, FEMA Form 070-0-20;
Casework Representative Survey, FEMA Form 007-0-6; Direct Housing
Operations Survey, FEMA Form 007-0-4; Special Needs Representative
Survey, FEMA Form 007-0-8; Disaster Recovery Center Survey, FEMA Form
007-0-7; Communication and Process Survey, FEMA Form 007-0-9, Contact
Survey, FEMA Form 007-0-10, Correspondence and Process Survey, FEMA
Form 007-0-11, E-Communications Survey, FEMA Form 007-0-12, Evacuations
Survey, FEMA Form 007-0-13, Follow-Up Program Effectiveness and
Recovery Survey, FEMA Form 007-0-14, Rapid Temporary Repair Survey,
FEMA Form 007-0-15, Recovery Inventory Survey, FEMA Form 007-0-16,
Return Home
[[Page 40848]]
Survey, FEMA Form 007-0-17, and Site Recertification Survey, FEMA Form
007-0-18.
Abstract: Federal agencies are required to survey their customers
to determine the kind and quality of services customers want and their
level of satisfaction with existing services. FEMA Managers use the
survey results to measure program performance against standards for
performance and customer service; measure achievement of GPRA and
strategic planning objectives; and generally gauge and make
improvements to disaster services that increase customer satisfaction
and program effectiveness.
Affected Public: Individuals and Households.
Estimated Total Annual Burden Hours: 10,186.
Annual Hour Burden
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Data collection activity/ No. of Frequency of Hour burden Annual Total annual
instrument respondents responses per response responses burden hours
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Caller Services Registration 5,000 1 0.1000 5,000 500
Survey.........................
Caller Services Helpline Survey. 5,000 1 0.1000 5,000 500
Casework Representative Survey.. 5,000 1 0.1000 5,000 500
Internet Registration Survey.... 5,000 1 0.1000 5,000 500
Internet Inquiry Survey......... 5,000 1 0.1000 5,000 500
Program Effectiveness & Recovery 12,000 1 0.2000 12,000 2,400
Survey.........................
Special Needs Representative 5,000 1 0.1166 5,000 583
Survey.........................
Direct Housing Operations Survey 1,770 3 0.1000 5,310 531
Disaster Recovery Center Survey. 6,300 1 0.1333 6,300 840
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Surveys Sub Total........... 50,070 .............. .............. 53,610 6,854
Diagnostics:
Communication and Process Survey 400 1 0.2500 400 100
Contact Survey.................. 400 1 0.2500 400 100
Correspondence and Process 800 1 0.2500 800 200
Survey.........................
E-Communications Survey......... 400 1 0.2500 400 100
Evacuations..................... 400 1 0.2500 400 100
Follow-Up Program Effectiveness 1600 1 0.2500 1600 400
& Recovery Survey..............
Rapid Temporary Repair Survey... 400 1 0.2500 400 100
Recovery Inventory Survey....... 800 1 0.2500 800 200
Return Home Survey.............. 400 1 0.2500 400 100
Site Recertification Survey..... 400 1 0.2500 400 100
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Diagnostics Sub Total....... 6,000 .............. .............. 6,000 1,500
Focus Group..................... 144 1 2.0000 144 288
Same Respondents Travel to Focus 144 1 1.0000 144 144
Group..........................
One-on-One Interviews........... 350 1 2.0000 350 700
On-Line Interviews.............. 350 1 2.0000 350 700
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Focus Groups Sub Total...... 988 .............. .............. 988 1,832
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Total................... 57,058 .............. .............. 60,598 10,186
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Estimated Cost: There are no annual capital start-up or annual
operations and maintenance costs. The annual non-labor cost is $4,320.
Comments
Comments may be submitted as indicated in the ADDRESSES caption
above. Comments are solicited to (a) evaluate whether the proposed data
collection is necessary for the proper performance of the agency,
including whether the information shall have practical utility; (b)
evaluate the accuracy of the agency's estimate of the burden of the
proposed collection of information, including the validity of the
methodology and assumptions used; (c) enhance the quality, utility, and
clarity of the information to be collected; and (d) minimize the burden
of the collection of information on those who are to respond, including
through the use of appropriate automated, electronic, mechanical, or
other technological collection techniques or other forms of information
technology, e.g., permitting electronic submission of responses.
Dated: July 2, 2010.
Tammi Hines,
Director, Office of Records Management, Office of Management, Federal
Emergency Management Agency, Department of Homeland Security.
[FR Doc. 2010-17086 Filed 7-13-10; 8:45 am]
BILLING CODE 9111-23-P