Customer Panel Quality Survey

Forms and Documents

Document Name	Status
0057 Final Just 2009 Part B.pdf Supporting Statement B	2009-09-17
0057 Final Just 2009 Part A.pdf Supporting Statement A	2009-09-17
USPTO-infoqualityguide.pdf Supplementary Document	2009-07-31
Summary on Non-Response.pdf Supplementary Document	2009-07-31
Nonresponse Follow-up Report.pdf Supplementary Document	2009-07-31
Phone Script.pdf Supplementary Document	2009-07-31
Reminder postcard.pdf Supplementary Document	2009-07-31
Prenotification letter.pdf Supplementary Document	2009-07-31
CPQS Sampling Plan (Extracted Pages from 2009 USPTO CPQS Proposal).pdf Supplementary Document	2009-07-30

IC Document Collections

IC ID	Document Title	Status
43582	Customer Panel Quality Survey Other-Survey	Modified

ICR Details

OMB Control No: 0651-0057	ICR Reference No: 200907-0651-001
Status: Historical Active	Previous ICR Reference No: 200606-0651-002
Agency/Subagency: DOC/PTO	Agency Tracking No:
Title: Customer Panel Quality Survey
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/26/2009
	Date Received in OIRA: 09/18/2009
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2012	36 Months From Approved	10/31/2009
Responses	2,386	0	3,168
Time Burden (Hours)	406	0	539
Cost Burden (Dollars)	0	0	0

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Abstract: The United States Patent and Trademark Office (USPTO) uses surveys to obtain customer feedback regarding the products, services and related service standards of the USPTO and uses the results from these surveys to measure how well the agency is meeting established customer service standards, to identify any disjoints between customer expectations and USPTO performance, and to develop improvement strategies. The USPTO developed the Customer Panel Qualify Survey to rate customer satisfaction with examination quality. The USPTO obtains feedback from large domestic corporations, small and medium-size businesses, universities and other non-profit research organizations, and independent inventors.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	74 FR 13421	03/27/2009
30-day Notice:	Federal Register Citation:	Citation Date:
	74 FR 47778	09/17/2009
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 1

IC Title	Form No.	Form Name
Customer Panel Quality Survey

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ICR Summary of Burden

	Total Approved	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	2,386	3,168	0	-782	0	0
Annual Time Burden (Hours)	406	539	0	-133	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The Customer Panel Quality Survey was originally conducted on a quarterly basis. However, based on the USPTO's current use of the survey data, the agency's ability to implement changes based on survey responses, and to reduce costs to the Federal Government, the USPTO has decided to conduct the survey semi-annually. The USPTO estimates that conducting the survey semi-annually will reduce the burden for this collection by 782 responses and 133 burden hours.

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Annual Cost to Federal Government: $262,936

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? Uncollected

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Uncollected

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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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:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(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;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

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.

Certification Date: 09/18/2009

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