[Federal Register: December 13, 1999 (Volume 64, Number 238)]
[Notices]               
[Page 69477-69478]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr13de99-36]                         

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DEPARTMENT OF COMMERCE

Census Bureau

 
Evaluation of the Census 2000 Telephone Questionnaire Assistance 
(TQA) Program

ACTION: Proposed collection; comment request.

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SUMMARY: The Department of Commerce, 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 
proposed and/or continuing information collections, as required by the 
Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 
3506(c)(2)(A)).

DATES: Written comments must be submitted on or before February 11, 
2000.

ADDRESSES: Direct all written comments to Linda Engelmeier, 
Departmental Forms Clearance Officer, Department of Commerce, Room 
5027, 14th and Constitution Avenue, NW, Washington, DC 20230 (or via 
the Internet at LEngelme@doc.gov).

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of the information collection instrument(s) and instructions 
should be directed to Wendy Davis, Bureau of the Census, DSCMO 2424/2, 
Washington, DC 20233-0001, (301) 457-4051.

SUPPLEMENTARY INFORMATION:

I. Abstract

    Customer satisfaction surveys will be administered to a sample of 
people who access the Telephone Questionnaire Assistance (TQA) program 
through either the English or Spanish toll free telephone numbers. The 
caller will be asked to complete an Interactive Voice Response (IVR) 
survey that asks callers to rate different characteristics of their TQA 
interaction. The survey will be tailored to whether the caller 
completed his/her call using the available IVR instrument or by 
speaking with a TQA agent. In general, the surveys evaluate specific 
aspects of the callers' TQA experience, but callers will also be asked 
to rate their overall satisfaction with TQA.
    This evaluation is unique, given its technical environment. This 
evaluation will serve as an indication of the success of the TQA 2000 
project (as measured by customer satisfaction), thereby providing 
substantial feedback for future Census telephone products.
    A systematic sample will be selected at the point when the call 
enters the TQA network, but prior to the caller hearing the greeting to 
the TQA system in the IVR. Once callers enter the IVR, they will be 
notified that they have been selected to participate in a short 
customer satisfaction survey. Approximately 50,000 TQA respondents will 
be asked to participate in the survey, with an expected response rate 
of 15 percent resulting in 7,500 completed customer satisfaction 
surveys. The sample selection begins at the open of TQA 2000 (March 3, 
2000) and will be completed by the end of the TQA progam (June 8, 
2000).

II. Method of Collection

    The customer satisfaction surveys will be administered at the 
conclusion of the respondents call to TQA. When the callers indicate 
that they have completed their TQA transaction, they will be informed 
that they will be automatically transferred to an automated customer 
satisfaction survey and that the survey is estimated to take less than 
3 minutes to complete. Once the transfer takes place, the caller will 
be prompted to indicate whether they have a touch tone phone or not. 
The customer satisfaction survey will be tailored to their touch tone 
or rotary capabilities. The completed surveys will be compiled for 
evaluation purposes.

III. Data

    OMB Number: Forthcoming.
    Form Number: This telephone survey will have no form.
    Type of Review: Regular Submission.
    Affected Public: Those who receive Census short or long forms or 
update/leave (US and Puerto Rico) and have direct access to a 
telephone.
    Estimated Number of Respondents: 50,000.
    Estimated Time Per Response: 2 minutes.
    Estimated Total Annual Burden Hours: 1,667.
    Estimated Total Annual Cost: There is no cost to the respondent 
other than the time taken to complete the survey.
    Respondents Obligation: Voluntary.
    Legal Authority: Title 13, United States Code, Sections 141 and 
193.

[[Page 69478]]

IV. Request for Comments

    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 
(including hours and cost) 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.
    Comments submitted in response to this notice will be summarized 
and/or included in the request for OMB approval of this information 
collection; they also will become a matter of public record.

    Dated: December 8, 1999.
Linda Engelmeier,
Departmental Forms Clearance Officer, Office of the Chief Information 
Officer.
[FR Doc. 99-32159 Filed 12-10-99; 8:45 am]
BILLING CODE 3510-07-P