FTC Clearance Request for Survey of Consumers and Various Target User Groups

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 3084-0159)
TITLE OF INFORMATION COLLECTION: Survey of Consumers and Various Target
User Groups
PURPOSE:
The FTC is preparing for a major migration from the Drupal 7 to the Drupal 8 web content
management system for its public informational website, such as FTC.gov. CHIEF, the
contractor it has selected for this task, is evaluating website user needs to determine the best
strategy to focus the design/build of the new Drupal 8 websites on user needs and tasks. We are
conducting user research to listen to the voice of the customer.
This user survey will be used to reach a broad consumer base to determine their general needs
and wants from the FTC web properties and whether and how they do or do not self-identify with
the subject matter on the FTC web properties.
Additional user research activities will be submitted for Fast Track Clearance from the feedback
received from consumers in this survey.
DESCRIPTION OF RESPONDENTS:
The respondents for this survey will be any consumer and a variety of target user groups. These
respondents either will have experience with the FTC or may have experience with the FTC in
the future. The formal breakdown of consumer groups is defined as:
 Active duty service member or veteran
 State or local law enforcement professional
 Educator, advocate or trainer
 Attorney or legal services professional
 Media or journalism professional
 Business owner
 General Public
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[X] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other: ______________________

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.

5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: Christine Noonan Sturm, FTC Website Manager, Office of Public Affairs
To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [X] No
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No [X] N/A
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [X] Yes [ ] No
BURDEN HOURS
Category of Respondent
Individuals or Households

No. of Respondents
200

Participation Time Burden
15 minutes
50 hours

Totals
FEDERAL COST: The estimated annual cost to the Federal government is (one-time, not
annual) $10,000.
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[X] Yes
[ ] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
Utilizing the vendor, UserWorks, we would utilize its participant database of volunteers and, if
necessary, reach out more specifically to target populations. The database lists about 7,000
people locally and about 25,000 people nationwide who have opted in to be called upon for
remote studies. All are computer users and have email, but they otherwise represent a wide
range of demographics, occupations, and computer literacy.
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Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [X] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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