Published 30-day FRN (86 FR 52492)

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Federal Register / Vol. 86, No. 180 / Tuesday, September 21, 2021 / Notices

issues: (1) Is the collection necessary to
the proper functions of the AS–IA; (2)
will this information be processed and
used in a timely manner; (3) is the
estimate of burden accurate; (4) how
might the AS–IA enhance the quality,
utility, and clarity of the information to
be collected; and (5) how might the AS–
IA minimize the burden of this
collection on the respondents, including
through the use of information
technology.
Comments that you submit in
response to this notice are a matter of
public record. We will include or
summarize each comment in our request
to OMB to approve this ICR. Before
including your address, phone number,
email address, or other personal
identifying information in your
comment, you should be aware that
your entire comment—including your
personal identifying information—may
be made publicly available at any time.
While you can ask us in your comment
to withhold your personal identifying
information from public review, we
cannot guarantee that we will be able to
do so.
Abstract: Submission of this
information allows the Office of Indian
Economic Development (OIED) to
implement the Loan Guarantee,
Insurance, and Interest Subsidy
Program, 25 U.S.C. 1451 et seq., the
purpose of which is to encourage
private lending to individual Indians
and Indian organizations by providing
lenders with loan guarantees or loan
insurance to reduce their potential risk.
The information collection allows OIED
to determine the eligibility and creditworthiness of respondents and loans
and otherwise ensure compliance with
Program requirements. This information
collection includes the use of several
forms.
Title of Collection: Loan Guarantee,
Insurance, and Interest Subsidy
Program.
OMB Control Number: 1076–0020.
Form Number: LGA10, LIA10, RGI10,
ISR10, NOD10, CFL10, ALD10, NIL10,
and LGC10.
Type of Review: Extension of a
currently approved collection.
Respondents/Affected Public:
Lenders, including commercial banks,
and borrowers, including individual
Indians and Indian organizations.
Total Estimated Number of Annual
Respondents: 622.
Total Estimated Number of Annual
Responses: 1,377.
Estimated Completion Time per
Response: Ranging from 0.5 to 2 hours.
Total Estimated Number of Annual
Burden Hours: 2,654 hours.

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Respondent’s Obligation: Required to
Obtain or Retain a Benefit.
Frequency of Collection: On occasion.
Total Estimated Annual Non-hour
Burden Cost: None.
An agency may not conduct or
sponsor and a person is not required to
respond to a collection of information
unless it displays a currently valid OMB
control number.
The authority for this action is the
Paperwork Reduction Act of 1995 (44
U.S.C. 3501 et seq).
Elizabeth K. Appel,
Director, Office of Regulatory Affairs and
Collaborative Action—Indian Affairs.
[FR Doc. 2021–20346 Filed 9–20–21; 8:45 am]
BILLING CODE 4337–15–P

DEPARTMENT OF THE INTERIOR
Office of the Secretary
[18XD4523WT DWT000000.000000
DS64950000 DP.64920; OMB Control
Number 1090–0007]

Agency Information Collection
Activities; American Customer
Satisfaction Index (ACSI) Government
Customer Satisfaction Surveys
Office of the Secretary, Office
of Strategic Employee and Organization
Development, Federal Consulting
Group, Interior.
ACTION: Notice of information collection;
request for comment.
AGENCY:

In accordance with the
Paperwork Reduction Act of 1995, we,
the Federal Consulting Group (FCG), is
proposing to renew an information
collection.

SUMMARY:

Interested persons are invited to
submit comments on or before October
21, 2021.
ADDRESSES: Written comments and
recommendations for the proposed
information collection should be sent
within 30 days of publication of this
notice to www.reginfo.gov/public/do/
PRAMain. Find this particular
information collection by selecting
‘‘Currently under 30-day Review—Open
for Public Comments’’ or by using the
search function. Please provide a copy
of your comments to Federal Consulting
Group, Attention: Rafael Williams, 1849
C St. NW, MS 4344, Washington, DC
20240–0001, or via email to
rafael_williams@ios.doi.gov or by phone
to (202) 748–3770. Please reference
OMB Control Number 1090–0007 in the
subject line of your comments.
FOR FURTHER INFORMATION CONTACT: To
request additional information about
this ICR, contact Federal Consulting
DATES:

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Group, Attention: Rafael Williams, 1849
C St. NW, MS 4344, Washington, DC
20240–0001, or via email to
rafael_williams@ios.doi.gov or by phone
to (202) 748–3770. You may also view
the ICR at http://www.reginfo.gov/
public/do/PRAMain.
SUPPLEMENTARY INFORMATION: In
accordance with the PRA and 5 CFR
1320.8(d)(1), we provide the general
public and other Federal agencies with
an opportunity to comment on new,
proposed, revised, and continuing
collections of information. This helps us
assess the impact of our information
collection requirements and minimize
the public’s reporting burden. It also
helps the public understand our
information collection requirements and
provide the requested data in the
desired format.
A Federal Register notice with a 60day public comment period soliciting
comments on this collection of
information was published on April 29,
2021 (86 FR 22701). No comments were
received.
As part of our continuing effort to
reduce paperwork and respondent
burdens, we are again soliciting
comments from the public and other
Federal agencies on the proposed ICR
that is described below. We are
especially interested in public comment
addressing the following:
(1) Whether or not the collection of
information is necessary for the proper
performance of the functions of the
agency, including whether or not the
information will have practical utility;
(2) The accuracy of our estimate of the
burden for this collection of
information, including the validity of
the methodology and assumptions used;
(3) Ways to enhance the quality,
utility, and clarity of the information to
be collected; and
(4) How might the agency 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 response.
Comments that you submit in
response to this notice are a matter of
public record. Before including your
address, phone number, email address,
or other personal identifying
information in your comment, you
should be aware that your entire
comment—including your personal
identifying information—may be made
publicly available at any time. While
you can ask us in your comment to
withhold your personal identifying

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Federal Register / Vol. 86, No. 180 / Tuesday, September 21, 2021 / Notices
information from public review, we
cannot guarantee that we will be able to
do so.
Abstract: The Government
Performance and Results Act of 1993
(GPRA) (Pub. L. 103–62) requires
agencies to ‘‘improve Federal program
effectiveness and public accountability
by promoting a new focus on results,
service quality, and customer
satisfaction.’’ To fulfill this
responsibility, Federal agencies must
collect data from their respective user
groups to better understand the needs
and desires of the public and to respond
accordingly. Executive Order 12862
‘‘Setting Customer Service Standards’’
also requires all executive departments
to ‘‘survey customers to determine . . .
their level of satisfaction with existing
services.’’ FCG provides access for all
Federal agencies to use the American
Customer Satisfaction Index (ACSI) for
customer satisfaction surveying to help
the Federal government fulfill its
responsibilities to provide excellence in
government by proactively consulting
with those we serve.
The Office of Management and Budget
regulation @ 5 CFR 1320, which
implement provisions of the Paperwork
Reduction Act of 1995 (44 U.S.C. 3501
et seq.), require that interested members
of the public and affected agencies have
an opportunity to comment on
information collection and
recordkeeping activities [see 5 CFR
1320.8(d)]. The Office of Strategic
Employee and Organization
Development, Federal Consulting Group
will submit a request to the Office of
Management and Budget to renew its
approval of this collection of
information for three years.
The proposed renewal of this
information collection activity provides
a means to consistently assess,
benchmark, and improve customer
satisfaction with Federal government
agency programs and/or services within
the Executive Branch. The Federal
Consulting Group of the Department of
the Interior serves as the executive agent
for this methodology and has partnered
with the Claes Fornell International
Group (CFI Group) and the American
Customer Satisfaction Index (ACSI) to
offer the ACSI to Federal government
agencies.
The CFI Group, a leader in customer
satisfaction and customer experience
management, offers a comprehensive
model that quantifies the effects of
quality improvements on citizen
satisfaction. The CFI Group has
developed the methodology and
licenses it to the American Customer
Satisfaction Index, an independent
organization which produces the

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American Customer Satisfaction Index
(ACSI). This national indicator is
developed for different economic
sectors each quarter, which are then
published in The Wall Street Journal.
The ACSI was introduced in 1994 by
Professor Claes Fornell under the
auspices of the University of Michigan,
the American Society for Quality (ASQ),
and the CFI Group. The ACSI monitors
and benchmarks customer satisfaction
across more than 200 companies and
many U.S. Federal agencies.
The ACSI is the only internationally
recognized cross-industry, cross-agency
methodology for obtaining comparable
measures of customer satisfaction for
Federal government programs and/or
services. Along with other economic
objectives—such as employment and
growth—the quality of outputs (goods
and services) is a part of measuring
living standards. The ACSI’s ultimate
purpose is to help improve the quality
of goods and services available to
American citizens.
ACSI surveys conducted by the
Federal Consulting Group are subject to
the Privacy Act of 1974, Public Law 93–
579, December 31, 1974 (5 U.S.C. 552a).
The agency information collection is an
integral part of conducting an ACSI
survey. The contractor will not be
authorized to release any agency
information upon completion of the
survey without first obtaining
permission from the Federal Consulting
Group and the participating agency. In
no case shall any new system of records
containing privacy information be
developed by the Federal Consulting
Group, participating agencies, or the
contractor collecting the data. In
addition, participating Federal agencies
may only provide information used to
randomly select respondents from
among established systems of records
provided for such routine uses.
There is no other agency or
organization able to provide the
information accessible through the
surveying approach used in this
information collection. Further, the
information will enable Federal
agencies to determine customer
satisfaction metrics with discrimination
capability across variables. Thus, this
information collection will assist
Federal agencies in making the best use
of resources in a targeted manner to
improve service to the public.
This survey asks no questions of a
sensitive nature, such as sexual
behavior and attitudes, religious beliefs,
or other matters that are commonly
considered private.
An agency may not conduct or
sponsor, and a person is not required to
respond to, a collection of information

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52493

unless it is operating under a currently
valid OMB control number. The Office
of Management and Budget control
number for this collection is 1090–0007.
The control number will be displayed
on the surveys used. Response to the
surveys is voluntary.
Title of Collection: American
Customer Satisfaction Index (ACSI)
Government Customer Satisfaction
Surveys.
OMB Control Number: 1090–0007.
Form Number: None.
Type of Review: Renewal of a
currently approved collection.
Respondents/Affected Public:
Individuals, Business, and State, Local,
or Tribal Governments who have
utilized Federal Government services.
Total Estimated Number of Annual
Respondents: Participation by Federal
agencies in the ACSI is expected to vary
as new customer segment measures are
added or deleted. However, based on
historical records, projected average
estimates for the next three years are as
follows:
Average Expected Annual Number of
Customer Satisfaction Surveys: 100 with
800 respondents per survey.
Total Estimated Number of Annual
Responses: 80,000.
Estimated Completion Time per
Response: 12.0 minutes
Total Estimated Number of Annual
Burden Hours: 16,000.
Respondent’s Obligation: Voluntary.
Frequency of Collection: Once per
survey.
Total Estimated Annual Nonhour
Burden Cost: None.
An agency may not conduct or sponsor
and a person is not required to respond
to a collection of information unless it
displays a currently valid OMB control
number.
The authority for this action is the
Paperwork Reduction Act of 1995 (44
U.S.C. 3501 et seq.).
Jessica Reed,
Director, Federal Consulting Group.
[FR Doc. 2021–20243 Filed 9–20–21; 8:45 am]
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