May 29, 2009

SUPPORTING STATEMENT

INFORMATION COLLECTION REQUEST 

RENEWAL 

 for

  CUSTOMER SATISFACTION SURVEYS

of 

The United States Environmental Protection Agency

ICR 1711.12 

OMB No 2090-0019

Table of Contents

Title							  	     [To be repaginated]

1.	Identification of the Information Collection						  1 

1(a) Title of the Information Collection						  1

1(b) Short Characterization/Abstract							  1

2.	Need for and Use of the Collection							  1

2(a) Need/Authority for the Collection							  1

2(b) Practical Utility/Users of the Data						  3

3. 	Non-duplication, Consultations, and Other Collection Criteria			  4

3(a) Non-duplication									  4

3(b) Public Notice Required Prior to ICR Submission to OMB			  5

3(c) Consultations									  5

3(d) Effects of Less Frequent Collection						  5

3(e) General Guidelines								  5

3(f) Confidentiality								  	  5

3(g) Sensitive Questions								  5

4.	The Respondents and The Information Requested					  5

4(a) Respondents/SIC Codes							 	  5

4(b) Information Requested								  5 

(I) Data items, including record keeping requirements			  5

(II) Respondent Activities							  6

5.	The Information Collected--Agency Activities, Collection Methodology,


and Information Management							 	  8

5(a) Agency Activities						 			  8

5(b) Collection Methodology and Management					  8 

5(c) Small Entity Flexibility								 10

5(d) Collection Schedule								 10

6.	Estimating the Burden and Cost of the Collection					 10

6(a) Estimating Respondent Burden							 10

6(b) Estimating Respondent Costs							 12

      (I)   Labor Costs									 12	 

      (II)  Capital and Operations and Maintenance Costs				 12	 

      (III) Capital/Start-up vs. Operations and Maintenance (O&M) Costs	
 12

      (IV) Annualizing Capital Costs							 12

6(c) Estimating Agency Burden and Cost						 12

6(d) Estimating the Respondent Universe and Total Burden and Costs		 13

6(e) Bottom Line Burden Hours and Cost Tables					 15

(I)   Respondent Tally								 15

(II)  The Agency Tally							 	 15

(III) Variations in the Annual Bottom Line					 15

(IV) Reasons for Change in Burden						 15

(V)  Burden Statement							 16

Table of Contents (continued)

Title								  [To be repaginated]

List of Tables 

Table 5-1 - Projected Use of Surveys 2009 - 2012						 10

Table 6-1 - Burden Table 2009-2012			       					 11

Table 6-2 - Respondent Universe, Total Burden and Costs					 13	

Table 6-3 - Agency Burden/Cost for Telephone Surveys					 13	 

Table 6-4 - Agency Burden/Cost for Mail Surveys		 				 14

Table 6-5 - Agency Burden/Cost for Customer Feedback Forms/Internet
Screens		 14

Table 6-6 - Agency Burden/Cost for Focus Groups			 			 15

Table 6-7 -Aggregate Agency Table for Annual Burden/Cost				 16

Table 6-8- Aggregate EPA and Respondent Costs  						 17

Exhibits – EPA Clearance Process and Samples of OMB - Approved EPA
Survey Instruments  

Exhibit 1 – The Process for Clearing Voluntary Customer Satisfaction
Surveys at EPA

Exhibit 2 – NSCEP Web Site Satisfaction Survey 

Exhibit 3 – Region 6 Office of Environmental Justice and Tribal
Affairs Approved Survey

Exhibit 4 – Pollution Prevention Information Clearinghouse Approved
Survey

                                             

                                                                     

U.S. ENVIRONMENTAL PROTECTION AGENCY

VOLUNTARY CUSTOMER SATISFACTION SURVEYS

TO IMPLEMENT

EXECUTIVE ORDER (E.O.) 12862

1.  Identification of the Information Collection

1(a) 	Title of the Information Collection: Voluntary Customer
Satisfaction Surveys

1(b) 	Short Characterization/Abstract

In accordance with Executive Order 12862, the Environmental Protection
Agency is seeking from Office of Management and Budget (OMB) renewal of
its generic clearance (OMB Control No. 2090-0019, expiring 08/31/09) for
a period of three years.  The clearance will be used to conduct two
types of customer satisfaction surveys: “qualitative” surveys for
identifying customer perceptions through focus groups or laboratory
evaluations; and “quantitative” surveys for establishing general
attitudes of EPA customers through a statistical sampling of customers. 
A customer, as described in E.O. 12862, is considered to be “...an
individual or entity who is directly served by a department of an
Agency.” 

By seeking renewal of the generic clearance for customer surveys, EPA
will have the flexibility to gather the views of our customers to better
determine the extent to which our services, products and processes
satisfy their needs or need to be improved.  The generic clearance will
speed the review and approval of customer surveys that solicit opinions
from EPA customers on a voluntary basis, and do not involve
“fact-finding” for the purposes of regulatory development or
enforcement.  

EPA sponsoring organizations seeking approval to conduct a customer
survey will continue to submit their survey instruments with a brief
description to the customer service staff in the Office of Policy,
Economics and Innovation within the Office of the Administrator, for a
screening/assistance review of the questions.  Following review,
endorsed survey packages will be sent to EPA’s Information Collections
Division within the Office of Environmental Information and then to OMB.
 OMB will continue to review submissions for compliance with the
Paperwork Reduction Act on an expedited schedule.  The EPA estimates
that a combination of customer satisfaction surveys (mail, telephone,
feedback forms and Internet) and focus group studies will request
voluntary responses from approximately 15,000 to 17,000 respondents for
an estimated burden of 1,431 hours over the three-year period. 

2. Need for and Use of the Collection

2a.	Need/Authority for the Collection

Executive Order 12862, dated September 11, 1993, calls upon agencies to
take the following actions:

(a)	identify the customers who are, or should be, served by the agency;

(b)	survey customers to determine the kind and quality of services they
want and their level of satisfaction with existing services;

(c)	post service standards and measure results against them;

(d)	benchmark customer service performance against the best in business;

(e)	survey front-line employees on barriers to, and ideas for, matching
the best in business;

(f)	provide customers with choices in both the sources of service and
the means of delivery;

(g)	make information, services, and complaint systems easily accessible;
and

(h)	provide means to address customer complaints.

A March 1995 Presidential memo called upon federal agencies to enhance
their customer service improvement efforts.  A March 1998 Presidential
memo underscored the continuing need to improve customer service and
directed agencies to provide expanded opportunities for customers to
communicate their needs and expectations. The Government Performance and
Results Act of 1993 requires that agencies gather and use customer
feedback.   President Bush’s Management Agenda underscores the need
for citizen-centered service delivery, increased satisfaction with
government services, and the ability to prove government is doing a
better job through measuring outcomes.  Further, the Obama
Administration has shown it values open governance and public
engagement.

Using OMB’s Resource Manual for Customer Surveys (dated October 1993),
which outlines the steps an Agency must take to obtain a generic
clearance for Customer Satisfaction Surveys, and provides guidance on
obtaining quality survey results,  EPA developed its 1997 1999,  2002
and 2006 generic information collection requests to enable staff across
the Agency to continue sponsoring customer satisfaction surveys.  To
reflect the Terms of Clearance for the 1997 ICR, Customer Service
Program (CSP) staff developed, distributed and posted on the CSP web
site a fact sheet clearly stating the restrictions on the use of this
clearance.  Efforts were validated when the 2000, 2003 and 2006 Terms of
Clearance supported our efforts to improve screening, encouraging staff
to consult with the CSP staff. 

During the past three years, EPA has worked cooperatively with OMB to
clear survey instruments.  CSP staff has also advised many individuals
and their contractors that their survey designs could not fit under this
ICR.  CSP staff worked with others to develop surveys to assist them in
gathering information that could serve at least part of their needs
through this ICR.  If CSP staff could not work with regional and program
staff to modify questions to fit the ICR and satisfy the needs of staff
and their managers, we rejected their use of the ICR.   In 2007 and 2008
we developed and used a fact sheet to help staff and contractors
understand the review and clearance process.  [A copy is provided as
Exhibit 1.]

We ensure that those who wish to use the ICR understand the Terms of
Clearance and we refuse to submit surveys to OMB that we feel are
outside those Terms.  Our goal has been to ensure that the surveys
submitted under this ICR clearly meet the Terms of Clearance that OMB
set out when approving it:

   

“As stated in OMB's 1999 terms of clearance: "The generic ICR is
approved to allow the expedited OMB clearance of EPA customer
satisfaction surveys that are simple, straightforward, and narrowly
focused to:

1. current or former customers of EPA products or services;

2. the level of satisfaction with an actual service or product provided
by EPA that they have utilized; and,        

3. their recommendations for improving said product or service." 

Surveys that target these elements and are submitted to OMB in
accordance with this ICR will be reviewed by OMB within 20 working days.
 EPA shall provide OMB with an annual report outlining the use of this
generic clearance, including the number of surveys, the burden imposed,
and a brief description of their purposes (a condition of previous
clearances). OMB encourages agency staff to consult with EPA's Customer
Service Program (CSP) for advice, survey evaluation, and clearance
assistance. OMB reserves the authority to disapprove any individual
survey that does not meet the conditions outlined in this ICR. This
generic clearance does not extend to "fact finding" for the purpose of
regulatory development or enforcement. OMB is relying in large part on
EPA's internal review and quality control to develop useful customer
information. Finally, this generic ICR approval does not, and is not
intended to, cover all types of surveys that EPA may wish to do relating
to customer satisfaction -- only the narrow range of surveys discussed
above. Surveys that do not meet the terms of clearance for this
expedited clearance process may be entirely valid and appropriate
surveys, but they should be submitted under the normal PRA clearance
process.  The agency is required to display the OMB control number and
inform respondents of its legal significance (see 5 CFR 1320.5(b)).”

To fulfill its broad mandate of protecting human health and the
environment, EPA provides a wide variety of voluntary public services
ranging from information clearinghouses to educational programs and
emergency hot lines.  Corresponding to this broad range of services is a
diverse universe of EPA customers, loosely defined by E.O. 12862 as
“...an individual or entity who is directly served by a department or
agency.”  

EPA expands this definition to include customers who chose not to
participate in an EPA service function, such as persons who were
provided the opportunity but did not comment on a permit, participate in
a community meeting, join a partnership program, etc.   Learning
perceptions of our services from those who select not to use them may
also assist the Agency in its service innovation efforts.  As we
continue to redesign our processes and practices, we will be asking
customers who use or choose not to use our current services what, from
their perspectives, would be the most useful improvements. 

Because Agency services and customers are so diverse, the Agency is
requesting a generic clearance that will maximize flexibility in the
methods used to fulfill the requirements for the Executive Order and
expedite OMB review and clearance process of customer satisfaction
surveys.  EPA maintains a central repository of surveys submitted to OMB
in the Regulatory Information Division.  

OPEI staff assigned to oversee the use of this ICR will continue to be a
resource to individuals considering the development of customer
satisfaction measurement programs within their organizations, explaining
what the customer satisfaction ICR does and does not cover and how to
make the best use of it.  EPA ended its National Customer Service
Program in 2003.  Since then, the former CSP director (Patricia Bonner)
has continued to screen and process survey submittals under this ICR. 
In 2005, a second OPEI staff member (Michelle Mandolia) joined the team
and was responsible for development of the 2006 and 2009 renewal
requests.  She will assume management of all submittals under the ICR.

2(b)	Practical Utility/Uses of the Data

Customer service standards (  HYPERLINK
"http://www.epa.gov/customerservice/standards.htm" 
http://www.epa.gov/customerservice/standards.htm  and   HYPERLINK
"http://www.epa.gov/customerservice/customerexpect.htm" 
http://www.epa.gov/customerservice/customerexpect.htm   provide a basis
for performance measurement systems to determine our success in reaching
customers and the necessary framework for a management role in the
development and use of the survey results.  Information gathered from
these surveys will continue to assist EPA to build and validate
measurement systems.  Survey results may be used to identify: 

1) service needs and expectations of EPA customers; 

2) strengths and weaknesses of EPA services; 

3) ideas or suggestions for improvement of EPA services from its
customers; 

4) barriers to achieving customer service standards; and

5) needed changes to customer service standards.

While the information will not be used for regulatory development, the
results of customer surveys could lead to reallocations of resources,
revisions in certain Agency processes and policies and development of
guidance related to EPA’s customer services.  Ultimately, these
changes could result in improvements in services, products and processes
the Agency provides to the public, and in turn, enhance the public’s
perception of the Agency.

To ensure proper design of EPA customer feedback and customer
satisfaction measurement activities, increase the use and application of
customer feedback, and build internal capacity to carry out these
activities, the CSP coordinated development of “Hearing the Voice of
the Customer - Customer Feedback and Customer Satisfaction Measurement
Guidelines.”  The “Feedback Guidelines” were first published in
November 1998.   The CSP has sponsored training workshops on the
application of the Guidelines and continues to refer survey developers
to the document (  HYPERLINK
"http://www.epa.gov/customerservice/feedback/voice.html" 
http://www.epa.gov/customerservice/feedback/voice.html )

A five-stage model for feedback: Plan, Construct, Conduct, Analyze and
Act, is the foundation for the Guidelines.  The document focuses major
attention on the planning phase, with the object being to prevent
duplication and poor design, and to eliminate survey work that will not
result in actions that can benefit customers and the agency.  A long
series of detailed questions supplement the Guidelines to further assist
the Feedback Advisors and others.  The document is being used not only
by EPA staff but also by individuals in other federal and state agencies
to guide their feedback efforts.

The Guidelines and questions are not our only resources.  To help ensure
that feedback information used in an appropriate fashion, CSP staff
encourage EPA programs to develop surveys consistent with OMB’s
Resource Manual for Customer Surveys, EPA’s Survey Management Handbook
and to take advantage of survey development training such as that
offered by the Joint Program in Survey Methodology (JPSM).  The EPA
staff managing use of this ICR will continue to facilitate sharing of
information gathered from customer satisfaction surveys, and explore
ways to aid programs in survey development. 

As a result of past survey feedback, sponsors have taken actions to
change to revamp our dockets, to streamline processes, improve Hot Line
services and improve web sites and regularly issued documents.   

3.  Non-duplication, Consultations, and Other Collection Criteria

3(a) 	Non-duplication

EPA service providers develop customer satisfaction surveys to learn how
their customers perceive their specific services.  Therefore, the
information collected will not overlap with other customer satisfaction
surveys.  Every effort will be made to channel all customer related
surveys through this ICR and to prevent misuse of this ICR for program
effectiveness surveys.

3(b) 	Public Notice Required Prior to ICR Submission to OMB

EPA conformed to the requirement for public notice by publishing a
preliminary and final Federal Register Notice concerning our intent
under this ICR and requesting comment.

3(c)	Consultations

To estimate ICR usage during the next three years, EPA staff managing
use of this ICR requested input from EPA’s Office of Environmental
Information and reviewed ICR use over the previous year.  This feedback
and information was used to develop the burden estimates described in
this document.

3(d) 	Effects of Less Frequent Collection

This information collection could not be conducted less frequently.  EPA
will gage customer reactions to and perceptions of services and products
the Agency now provides in order to improve them.  Programs will not
survey all customers, nor will each program survey every year.  There
will be sufficient time between surveys to allow the actions taken in
response to customer comments to show results.  There are no technical
or legal obstacles to reducing the burden.  

3(e)  	General Guidelines

This ICR complies with OMB’s general guidelines for the collection of
information.

3(f)	Confidentiality 

Not applicable.

3(g) 	Sensitive Questions

No sensitive data will be collected.

4.  The Respondents and the Information Requested

4(a)	Respondents/SIC Codes

The Executive Order describes a customer as “...an individual or
entity who is directly served by a department or agency.”  The EPA, by
the very nature of its mandate, serves very large and diverse groups
that receive or are in some way affected by EPA services.  Past EPA
customer groups targeted for customer satisfaction surveys include
individual citizens, industry/business, states/other governments, and
web users.  Because several customer groups use the same services, a
survey may reach more than one of the designated customer categories.
(The code standard industrial code (SIC) for “General Public” is
99.)  

4(b)	Information Requested

	

(I)   Data items, including record keeping requirements

The Agency will maintain records of the surveys sent to OMB in the ICD. 
Offices sponsoring the surveys will retain files of the surveys,
responses and analysis.  Since customer satisfaction surveys seek to
gauge public opinions on Agency services, the surveys have not and will
not involve respondents in extensive searching of existing sources, or
reformatting information to submit to the Agency.  The Agency does not
anticipate any public record keeping activities under this ICR.

(II) Respondent Activities

EPA customer satisfaction surveys have focused on services (hot lines,
dockets, clearinghouse, websites), products (technical assistance,
documents, information, training, workshops) and processes (grants,
inspections, registrations, permitting).  

The surveys conducted under this clearance are of two major types,
“quantitative” and “qualitative.” Respondent activities related
to “quantitative” are dependent on the survey method and feedback
instrument types.  Activities for each follow.  

Mail surveys and Customer Feedback Forms (including comment cards,
evaluation forms and some web-based surveys).  Both may involve the
following activities:

-	Read instructions;

-	Search data sources;			

-	Complete questionnaire;

-	Mail questionnaire.

Telephone Surveys

-	Listen to instructions;

-	Answer questions (oral response).

EPA expects to continue its use of these surveys.  Respondent activities
related to “qualitative” feedback may include:

Focus Groups or Interviews

(	Listening to group instructions;

(	Participating in discussions;

(	Completing any forms or materials provided at the group session.

EPA sometimes uses focus groups for evaluating various aspects of its
programs, to assist in improving and testing of outreach materials and
web sites, and to explore new aspects of service delivery. 



Training/Education/Outreach products and services.  EPA gathers feedback
on its training, outreach products and educational programs through a
variety of methods.  The Agency distributes a broad array of materials
to the public such as public affairs materials, videos, brochures and
fact sheets, software, manuals, guidance material, reports, etc.  It
also holds many meetings, workshops and training sessions. 
Corresponding to this diverse set of products is a need to make
extensive use of a variety of methods to evaluate customer satisfaction.
 EPA uses feedback forms in publications and on counters in service
delivery areas, focus groups, mail and telephone surveys, and, when
publications are available on the Internet, the Agency is using short
on-line surveys to solicit customer input.   Offices also ask for
feedback on the usefulness of their web sites.  

Many of these evaluation activities can use feedback forms to be
completed by attendees after an EPA-sponsored event, or by users of
documents, software or web sites.  Focus groups are also useful for
pre-testing EPA training materials (videos, brochures, etc.) prior to
their dissemination to the public.  Mail or telephone surveys help EPA
identify a need for changes in training/educational programs, outreach
products or services to assure their usefulness to a specific audience.

Hot lines/PICs/clearinghouses.  Hotline evaluations have been conducted
on selected samples of hotline users.  By their very nature, hotline
customers will most often be surveyed by telephone.  However, more
complex surveys may require face-to-face interviews, focus sessions, or
mail questionnaires.  In addition, comment cards are used periodically
when information packets are mailed by hotline, Public Information
Center (PIC) or clearinghouse staff. 

Miscellaneous Service Related Activities.  The EPA has a broad network
consisting of its headquarters and regional offices, laboratories and
field offices that may conduct customer surveys on outreach and other
services that they provide.  Most mail and telephone surveys are
conducted under this “miscellaneous” category.

To reduce respondent burden, EPA has been expanding use of Internet
feedback screens and comment blocks to provide increased opportunity for
customers to comment on attributes of our services and web sites.  
Fewer offices each year develop lengthy questionnaires.  Focus groups,
though they require higher respondent burden, are still used
occasionally because of the specificity and the depth of responses that
offices/regions can obtain from them.

  

The redesign of EPA’s web pages required comment buttons on all EPA
Internet sites.  The Agency is therefore receiving and will continue to
receive informal feedback and questions that are purely voluntary and
not solicited specifically through sets of Agency questions of nine or
more individuals outside the Federal government.   We plan to continue
to manage and act upon such customer information, particularly to
improve EPA’s on-line information service on the Internet.   

OMB’s Resource Manual for Customer Surveys (dated October 1993) and
other relevant guidance documents state that the generic clearance shall
be used for “strictly voluntary collections of opinion information
from clients that have experience with the program that is the subject
of each data collection” and precludes this option for use:

(	by regulatory agencies to survey regulated entities

(	in any situation where a respondent may perceive that a response will
result in risks to his interests through potential penalties or loss of
benefits

(	for collecting factual information (other than simple identifying
information, where needed) or 

(	for collecting data from the general public

5.  The Information Collected 

Agency Activities, Collection Methodology, and Information Management

5(a) 	Agency Activities.   

Agency activities associated with the collection of information include:

Developing survey design, assembling data sources (mailing lists, etc.)
and pretesting questionnaire

Internal EPA review and approval of questionnaire

Disseminating questionnaire to respondents

Gathering information from respondents

Answering respondent questions, follow-up

Reviewing data

Recording submissions and analyzing results

Preparing findings

Storing and maintaining results

Making results public via annual reports and the Internet

We do not account for the work of implementing and tracking actions
taken as a result of customer feedback.

5(b)	Collection Methodology and Information Management.

Prior to initiating any survey, sponsoring programs must seek final
approval from OMB.  EPA staff managing this ICR will continue to
encourage survey sponsors to develop instruments using the 12 step
process outlined in OMB’s Resource Manual for Customer Satisfaction
Surveys (dated October 1993).  The following internal review process
[see also Exhibit 1 for more details on the internal process],
independent of the originating program office, will continue: 

To obtain approval, sponsoring programs must submit a clearance package
consisting of a memorandum from the program or office director and a
copy of the survey instrument through the staff managing this ICR to the
Information Collections Division in the Office of Environmental
Information that will forward acceptable packages to OMB.

The memorandum must address the following :

Survey title, identification of survey originator (Office, point of
contact/phone number)

Description and intended purpose of the survey as it relates to EPA
customers

Methodology and use of anticipated results

Collection schedule, follow-up plans

Costs and burden to the Agency and respondents, and the number of
respondents

-	The memorandum will vary in length and detail, depending on the
complexity of the survey.  ICD staff, experienced with the requirements
of the Paperwork Reduction Act (PRA), will review each submission to
ensure that it meets the requirements of the PRA and any conditions of
the generic approval, and may reject any proposed customer survey that
does not meet the criteria outlined in Section 3(b).  

- 	Statistical methods will not be used for many of the collections
covered under this generic clearance.  However, if a collection does use
statistical methods to select a sample, answers to questions 1 through 5
in the section of the OMB guidelines for preparing supporting statements
will be provided for that specific survey at the time the survey
instrument is sent to OMB for clearance.  If statistical design or
methodological issues arise, the program will obtain Agency statistical
expertise to help make any final determinations as to the statistical
validity of the customer survey prior to OMB submittal.

-	ICD will submit surveys and attached materials to OMB for an expedited
review and determination

-	Sponsoring organizations within the EPA should maintain records
according to each survey schedule.  In general, survey results should be
maintained for three years or until after follow-up activities have been
completed.  

EPA expects use of five basic types of survey instruments for 2009-2012:
 feedback (to include comment cards, feedback and short evaluation
forms), web based questionnaires, mail surveys, telephone surveys/short
interviews and focus groups/long interviews.  These are displayed in
Table 5-1.

5 (c)	Small Entity Flexibility. 	

Not applicable.

5 (d)	Collection Schedule.	

This will be dependent upon the needs of each originator of a survey. 
Schedules for customer surveys will be documented in the package
submitted to the Information Collections Division for review and
submittal to OMB.

Table 5-1 Projected Use of Surveys 2009-2012  

Survey Type	Total Uses 2009-2012



Web based	

33



Feedback/Comment/Evaluation Form 	

15



Mail/detailed evaluation form	

3



Telephone	

3



Focus Group	

2



Total	

56

         

6. Estimating the Burden and the Cost of the Collection

6(a)   Estimating Respondent Burden.

The estimate was based on the projected survey plans of EPA programs as
summarized in Table 6-1.  Table 6-2 summarizes respondent burden over
the three years by survey type.

Table 6-1

EPA CUSTOMER SATISFACTION SURVEYS 

INFORMATION COLLECTION REQUEST

BURDEN TABLE 2009 - 2012

Feedback Instrument	Number of uses each year	(Number of uses each year x
number of people responding to each)=Total People

Responding annually

	(Respondent time x number of people responding)=total annual hours	

Total people responding 2009-2012

 	Total hours 2009-2012



Web based/e-mail  based surveys	10	(10 x 200)=

2,000 people	(5 min. x 2,000)=

180 hours	6,000 people	540 hours



OEI online surveys	1	(1 x 2,640)=

2,640 people	(5 min. x 2,640)=

220 hours	7,920 people	660 hours

Feedback/Comment/ Evaluation Form	5	(5 x 100)=

500 people	(5 min. x 500)=

42 hours	1,500 people	126 hours

Mail survey/detailed evaluation form	1	(1 x 60)=

60 people	(10 min. x 60)=

10 hours	180 people	30 hours

Telephone survey	1	(1 x 30)=

30 people	(10 min. x 30)=

5 hours	90 people	15 hours

Focus groups	.67	(.67 x 15)=

9.65 people	(2 hours x 9.65)=

19 hours	30 people	60 hours



TOTALS	18.67	5,239.65 people	477 hours	15,720 people	1,431 hours



Recent feedback from EPA programs suggests continuing interest in using
customer satisfaction surveys as part of the overall long-term strategy
of these organizations.  The EPA estimates 477 hours of respondent
burden on the part of 5,240 individuals each year from 2009 to 2012.

The EPA program staff planning to use this generic clearance know that
burden should be as low as possible in keeping with the Paperwork
Reduction Act.  Survey designs will be simple, convenient, easy to
respond to, and clear in content and purpose.  Few long surveys will be
designed; most surveys will be of limited scope and require only a short
time to complete.  Many comments card/feedback forms will be used, and
programs will continue to increase their use of web based feedback.   

Section 5(b) describes the types and number of uses for five types of
survey instruments.  If programs succeed in their expanded use of
Internet for customer satisfaction surveys, burden could be further
reduced.  EPA may achieve additional reductions by eliminating some
planned surveys through sharing results of completed surveys across the
Agency.

6(b)	Estimating Respondent Costs		

I	Labor Costs               

Since the respondents represent such a diverse group, EPA based wage
estimates on the Bureau of Labor Statistics (BLS) of the U.S. Department
of Labor weekly earnings of wage and salary workers as reported on April
16, 2009, in the BLS news release “Usual Weekly Earnings of Wage and
Salary Workers: First Quarter 2009”   The weekly earnings are $738;
this computes to $18.45 per hour for a 40 hour week.   

There is no need for “developing, acquiring, or utilizing technology
and systems for the purpose of collecting, validating or verifying
information,” “....disclosing and providing information,”
“adjusting the existing ways to comply with any previously applicable
instructions or requirements,” “training personnel to be able to
respond to a collection of information,” “searching data sources,”
nor a need for the respondents to keep records.   Burden activities
include only a few steps: reviewing instructions, responding, and
sending (e-mail or mail) responses when the surveys are not performed in
person or over the telephone.

 Table 6-2 displays the annual burden estimates for respondents and
total estimated respondent costs.  

 

II	Capital and Operations and Maintenance Costs     

Not applicable. 

III	Capital/Start-up vs. Operating and Maintenance (O & M) Costs     

Not applicable.     

IV	Annualizing Capital Costs     

Not applicable.

6 (c)	 Estimating Agency Burden and Cost.  

Tables 6-3 through 6-7 provide the annual estimates for agency burden
associated with developing, disseminating customer surveys and analyzing
the results.  Wage estimates were divided into three categories of
labor:  Management (GS-15), Technical (GS-13), and Clerical (GS-7).    	

Table 6-2 Respondent Universe, Total Burden and Costs

Survey Type	

3 years   Surveys	

Respondents

	

Total Hours	

Total Cost



Mail	

3	

180	30	$553.50



Telephone	

3	90	15	$276.75



Feedback cards, evaluations + Web-based 	

48	15,420	1,326	$24,464.70



Focus Groups	

2	30	60	$1,107



Totals	56	15,720	1,431	$26,401.95



OPEI and Information Collection staffs will be sharing information and
survey instruments across the Agency.  Feedback Advisors will also use
this information to assist people.  Costs per instrument should continue
to be reduced as Agency staff members gain experience with gathering
feedback through the Internet, and with developing and analyzing surveys
of other types.  However, since these cost reductions cannot be
accurately estimated, aggregate annual costs that follow do not reflect
these cost reductions to the Agency.

6(d)	Estimating the Respondent Universe and Total Burden and Costs
Burden 

Table 6-1 provides information on each survey by instrument type, number
of respondents expected, and burden hours requested per survey.   Table
6-8 summarizes the total burden and costs for respondents, and the
Agency.   Activities have been grouped to reflect the various types of
surveys and the total respondents expected for each instrument type.  In
all cases, the activities performed remain only the time required to
read, respond and transmit the survey instruments.  Burden estimates
were calculated using the median weekly earnings of the nation's
full-time wage and salary workers in the first quarter of 2009, $738, or
$18.45 per hour for a 40 hour week. 

Table 6-3.  Agency Burden/Cost for Telephone Surveys

Activities	

       

Manager @ $61	

Burden 

Technical 

@ $44 	

  Hours

Clerical @ $21	

Total Hrs.	

Total Cost



Developing survey

Obtaining EPA approval

Gathering information

Reviewing data; follow-ups

Analyzing results

Storing and maintaining results

Preparing survey findings	

1.5

1.0

0.0

0.0

2.0

0.0

1.0	

  40.0

    4.0

  60.0

  16.0

  80.0

    4.0

  80.0	

20.0

  1.0

20.0

  8.0

  0.0

  5.0

  8.0	

 61.5

   6.0 

 80.0

 24.0

 82.0

   9.0

 89.0	

 $2,271.5

    $258

 $3,060

    $872

  $3,642

    $281

   $3,749



Totals hours

Category costs	

5.5           $335.5	

284.0

$12,496	

62.0

$1,302	

351.5

	$14,133.5



Table 6-4.  Agency Burden/Cost for Mail Surveys and Evaluation Forms

Activities	

       

Manager @ $61	

Burden 

Technical 

@ $44 	

  Hours

Clerical @ $21	

Total Hours

	

Total Cost



Developing survey

Obtaining EPA approval

Gathering information

Reviewing data

Analyzing results

Storing and maintaining results

Preparing survey findings	

1.5

1.0

0.0

0.0

2.0

0.0

5.0	

  80.0

    4.0

  40.0

    8.0

  40.0

    2.0

 

  40.0	

    8.0

    1.0

  16.0

    8.0

    0.0

    3.0

    8.0	

 89.5

   6.0

 56.0

 16.0

 42.0

   5.0

 53.0	

 $3,779.5

   $258

 $2,096

    $520

  $1,882

    $151

  $2,233



Totals hours

Category costs	

9.5

$579.5	

214.0

$9,416	

  44.0

$924	

267.5

	$10,919.5

									

Table 6-5.  Agency Burden/Cost for Customer Feedback Forms/Internet
Screens*

Activities	

       

Manager @ $61	

Burden 

Technical 

@ $44 	

  Hours

Clerical @ $21	

Total Hours	

Total Cost



Developing feedback instruments

Obtaining EPA approval

Gathering information

Reviewing data

Analyzing results

Storing and maintaining results

Preparing survey findings	

1.0

1.0

0.0

0.0

2.0

0.0

2.0	

20.0

 

 4.0

20.0 

  8.0

20.0

  2.0

20.0 	

  2.0

  1.0

16.0

  8.0

  0.0

  3.0

  

  8.0	

 23.0

 

  6.0

 36.0 

 16.0

 22.0

   5.0

 30.0	

 $983

 

 $258

 $1,216 

 $520

 $1,002

 $151

 $1,170



Total hours

Category costs	

6.0

$366	

94.0

$4,136	

38.0

$798	

138.0

	$5,300



* Internet feedback forms, comment cards, short
publication/meeting/workshop evaluation forms and short web-based
surveys are grouped into this one category.

Table 6-6.  Agency Burden/Cost for Focus Groups

Activities	

       

Manager @ $61	

Burden 

Technical 

@ $44 	

  Hours

Clerical @ $21	

Total

Hours	

Total Cost      



Developing Focus Sessions

Obtaining EPA approval

Conducting Focus Groups

Reviewing data

Analyzing results

Storing and maintaining result

Preparing findings	

1.5

1.0

0.0

0.0

1.0

0.0

3.0	

40.0

  4.0

  8.0

  4.0

20.0

  2.0

20.0	

40.0

  2.0

  8.0

  4.0

  0.0

  3.0

  8.0  	

 81.5

   7.0

 16.0

   8.0

 21.0

   5.0

 31.0

	

 $2,691.5

   $279

   $520

   $260

   $941

   $151

 $1,231





Totals hours

Category costs	

6.5

$396.5	

98.0

$4,312	

65.0

$1,365	

169.5

	$6,073.5



6(e)	Bottom Line Burden Hours and Cost Tables 

I	Respondent Tally  	

See Table 6-1.

II	The Agency Tally   	

Table 6-7 provides the Agency Tally estimates.  The total EPA tally for
the three-year period is $113,922.25.

III	Variations in the Annual Bottom Line   

EPA burden hour projections are:  2,940 hours annually.  

IV 	Reasons for Change in Burden

Within the Agency, fewer organizations than in past years have decided
to do customer satisfaction surveys.  We anticipate this trend to
continue during the next three years, and expect more organizations to
use web-based or short surveys.  Offices and regions will be using a
variety of techniques, but will repeatedly use the same survey
instruments.  The number of respondent burden hours will continue to
drop as more organizations use web-based surveys and feedback options,
rather than longer and more formal survey instruments.   Respondent
burden hours are estimated to be 477 hours annually.   

 Table 6-7.  Aggregate Agency Table for Annual Burden/Cost

Survey Collection Type	

Annual # of

Collections	

Annual

Cost	

Annual Hours





Telephone

 

Mail

Feedback (cards, web-based, e-mail & evaluation forms)

Focus Groups	

1

1

16

.67	

14,133.5

10,919.5

84,800

4,069.25

	

351.5

267.5

2,208

113.57



Totals	

18.67	113,922.25	2,940.57



V	Burden Statement

The following statement applies overall to the planned surveys for the
next three years:

The annual public reporting and recordkeeping burden for this collection
of information is estimated to average  .091 hours per response,
including the time for reviewing instructions, gathering information,
and completing and reviewing the collection of information.  Burden
means the total time, effort, or financial resources expended by persons
to generate, maintain, retain, or disclose or provide information to or
for a Federal agency.  This includes the time needed to review
instructions; develop, acquire, install, and utilize technology and
systems for the purposes of collecting, validating, and verifying
information, processing and maintaining information, and disclosing and
providing information; adjust the existing ways to comply with any
previously applicable instructions and requirements; train personnel to
be able to respond to a collection of information; search data sources;
complete and review the collection of information; and transmit or
otherwise disclose the information.  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 OMB control numbers for EPA's regulations are listed in 40 CFR part
9 and 48 CFR chapter 15.   

To comment on the Agency's need for this information, the accuracy of
the provided burden estimates, and any suggested methods for minimizing
respondent burden, including the use of automated collection techniques,
EPA has established a public docket for this ICR under Docket ID Number
EPA-HQ-OA-2006-0074, which is available for online viewing at
www.regulations.gov, or in person viewing at the OEI Docket in the EPA
Docket Center (EPA/DC), EPA West, Room 3334, 1301 Constitution Avenue,
NW, Washington, D.C.  The EPA Docket Center Public Reading Room is open
from 8:30 a.m. to 4:30 p.m., Monday through Friday, excluding legal
holidays.  The telephone number for the Reading Room is (202) 566-1744,
and the telephone number for the OEI Docket is (202) 566-1752.  An
electronic version of the public docket is available at
www.regulations.gov.  This site can be used to submit or view public
comments, access the index listing of the contents of the public docket,
and to access those documents in the public docket that are available
electronically.  When in the system, select “search,” then key in
the Docket ID Number identified above.  Also, you can send comments to
the Office of Information and Regulatory Affairs, Office of Management
and Budget, 725 17th Street, NW, Washington, D.C. 20503, Attention: Desk
Officer for EPA.  Please include the EPA Docket ID Number
EPA-HQ-OA-2006-0074 and OMB Control Number 2090-0019 in any
correspondence.

         Table 6-8 Aggregate EPA and Respondent Costs

  

   		Surveys        EPA hours       EPA costs        Respondent hours  
Respondent costs

2009-10	18.67	2940.57	$113,922.5	477	$8,800.65



2010 -11	18.67	2940.57	$113,922.5	477	$8,800.65



2011 -12	18.67	2940.57	$113,922.5	477	$8,800.65

Total	56.01	8,821.7	$341,767.5	1,431	$26,401.95



       Three year total respondents: 15,720

EXHIBITS

 

A factsheet generally available throughout the agency describes the
process for satisfaction survey approval under the Customer Satisfaction
ICR.  A copy is provided as Exhibit 1.

OMB approved survey instruments follow as Exhibits 2 -4.

All future surveys under this ICR will continue to include, on or near
the first page of the survey, a burden statement specific to that survey
explaining the number of hours/minutes per year per respondent and what
that burden entails (e.g.: Respondent burden for this survey is
estimated to be five minutes for reading and responding to the
questions.) as well as the following paragraphs.

Burden means the total time, effort, or financial resources expended by
persons to generate, maintain, retain, or disclose or provide
information to or for a Federal agency.  This includes the time needed
to review instructions; develop, acquire, install, and utilize
technology and systems for the purposes of collecting, validating, and
verifying information, processing and maintaining information, and
disclosing and providing information; adjust the existing ways to comply
with any previously applicable instructions and requirements; train
personnel to be able to respond to a collection of information; search
data sources; complete and review the collection of information; and
transmit or otherwise disclose the information.  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 OMB control numbers for EPA's regulations are
listed in 40 CFR Part 9 and 48 CFR Chapter 15. 

Send comments on the Agency's need for this information, the accuracy of
the provided burden estimates, and any suggested methods for minimizing
respondent burden, including through the use of automated collection
techniques to the Director, Collection Strategies Division, U.S.
Environmental Protection Agency (2822T), 1200 Pennsylvania Ave., NW,
Washington, D.C. 20460; and to the Office of Information and Regulatory
Affairs, Office of Management and Budget, 725 17th Street, NW,
Washington, DC 20503, Attention: Desk Officer for EPA.  Include the EPA
ICR number 1711 and OMB control number 2090-0019 in any correspondence. 

All future surveys under this ICR are to include the following OMB
number and expiration date information at the top right hand corner of
the survey’s first page:  

OMB CONTROL NO: 2090-0019    

EXPIRATION DATE:     [TBA]

Exhibit 1 

The Process for Clearing Voluntary Customer Satisfaction Surveys at EPA

ICR # 1711.12

Brief Description

This Information Collection Request [ICR] allows for rapid Office of
Management and Budget [OMB] clearance for satisfaction surveys that meet
certain criteria.

TERMS OF CLEARANCE: As stated in OMB’s existing terms of clearance:
“The generic ICR is approved to allow the expedited OMB clearance of
EPA customer satisfaction surveys that are simple, straightforward, and
narrowly focused to:

Current or former customers of EPA products or services;

The level of satisfaction with an actual service or product provided by
EPA that they have utilized; and

Their recommendations for improving said product or service.”

Basic Process for Satisfaction Survey Approval 

All surveys must clear through National Center for Environmental
Innovation (NCEI) staff, before they are sent to the Office of
Environmental Information for transmittal to OMB.  Surveys sent to OMB
directly will not be cleared.  Before starting the approval process,
discuss what you want to learn from your customers and how you plan to
use that information with Pat/Michelle and look over successful/approved
survey packages they provide.

Steps in the process:

You contact Pat/Michelle to tell them you want to use the Custom
Satisfaction ICR. 

Pat or Michelle sends you the full Terms of Clearance explaining the
specific uses of the ICR as well as some examples of approved survey
packages.

You review the samples and develop a draft set of questions you’d like
to ask.

You submit those questions electronically to NCEI staff.

NCEI staff review the questions and send you comments.

You finalize your survey, develop a transmittal memo and send the
package to Pat/Michelle electronically.

NCEI staff review the package and send you comments if anything needs to
be changed.

Once they accept the final version of the package, they will send it
electronically to OEI.

OEI accepts the survey package unchanged or suggests changes.

You, and NCEI staff consider the suggestions, make appropriate
modifications and NCEI staff electronically forward the final package to
OEI.

You send a hard copy of the final package with a signed memo to NCEI
staff.

 NCEI staff signs and sends the printed package to OEI to transmit to
OMB.

OMB has up to 20 working days to clear the survey package.

OEI receives approval or comments from OMB and provides the response to
NCEI staff and you. 

You incorporate OMB’s suggested changes and resubmit through NCEI
staff who forward the revised package to OEI.

OEI sends the final package to OMB for approval.

OMB approves the package and notifies OEI.

OEI notifies NCEI staff and you.

You launch your survey!   

Exhibit 2

  HYPERLINK "http://www.epa.gov/epaoswer/osw/regions.htm"  Where You
Live 

Site Map

General

Related Links

  HYPERLINK "http://www.epa.gov/epaoswer/osw/infoserv.htm"  Information
Resources  

  HYPERLINK "http://www.epa.gov/epaoswer/osw/publicat.htm" 
Publications/  

  HYPERLINK "http://www.epa.gov/epaoswer/general/espanol/"  en Español 

 

 	NSCEP Web Site

Customer Satisfaction Survey

OMB CONTROL NO: 2090-0019      EXPIRATION DATE: 06/30/2006

Welcome to the NSCEP Web site survey. We want to know how well we are
meeting your needs and expectations for the Wastes Web site. NOTE: This
survey covers ONLY the NSCEP Web site; it does NOT cover any other EPA
Web site. 

Top of Form

Questions About You As Our Customer

1a. How satisfied are you with the ease of finding us?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

1b. Please check the method that best describes how you found us:

 

Link from EPA Home Page

 

Link from other Web site

 

From a friend or colleague

 

Federal Register Notice

 

Magazine

 

Newspaper

 

Other (e.g., surfing the Net, other publications)

 

2. How often have you used the NSCEP Web site?

 

Daily

 

Weekly

 

Monthly

 

Fewer than 10 times

 

Never Before

Questions for Improving Customer Satisfaction with the

NSCEP  Web site

3. Overall, how satisfied are you with the NSCEP Web site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

4. How satisfied are you with the subject matter of the NSCEP Web site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

5. How satisfied are you with the ease of navigation on the NSCEP Web
site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

6. How satisfied are you with the response time of the NSCEP Web site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

7. How satisfied are you with the level of detail on the NSCEP Web site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

8. How satisfied are you with how easy it is to understand the language
on the website?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

9a. How satisfied are you with the performance of the NSCEP Web site?

Extremely dissatisfied 

Very dissatisfied 

Dissatisfied 

Satisfied 

Very satisfied 

Extremely satisfied 

N/A 

 

 

 

 

 

 

 

9b. If extremely dissatisfied, very dissatisfied, please check as many
items as apply:

 

Broken links

 

Navigational difficulty (e.g., not finding what I need)

 

Lengthy download time

 

Other:

 

10. What would make the NSCEP Web site even more satisfactory for you?

 

Thank you for taking the time to fill out our survey. Based on all the
comments we receive, we hope to make improvements to the site to make it
easier for you to use. 

Burden Statement: Public reporting burden for this collection of
information is estimated to average ten (10) minutes per response,
including the time for reviewing instructions, gathering information,
and completing and reviewing the collection of information. Send
comments on the Agency’s need for this information, the accuracy of
the provided burden estimates, and any suggestions for reducing the
burden, including the use of automated collection techniques to the
Director, OEI Collection Strategies Division, United States
Environmental Protection Agency (Mail Code 2822T), 1200 Pennsylvania
Avenue, Washington, DC 20460; and to the Office of Information and
Regulatory Affairs, Office of Management and Budget, 725 17th Street NW,
Washington, DC 20503, Attention: Desk Officer for EPA. Include the EPA
ICR number (1711.04) and the OMB control number (2090-0019) in any
correspondence.

Click the SUBMIT button if you're finished, 

or click RESET to start again. 

 

Bottom of Form



 



  HYPERLINK "http://www.epa.gov/"  EPA Home  |   HYPERLINK
"http://www.epa.gov/epafiles/usenotice.htm"  Privacy and Security Notice
 |   HYPERLINK "http://www.epa.gov/epaoswer/osw/comments.htm"  Contact
Us  

Last updated on Friday, August 12th, 2005

URL: http://www.epa.gov/epaoswer/osw/survey.htm 



Exhibit 3 

EPA ICR No. 1711.05

OMB Control No. 2090-0019

EXPIRATION DATE:  8/31/2009

Proposed list of Questions: (For States, Tribal and Local Governments,
and nongovernmental organizations receiving services from Region 6.)

The Office of Environmental Justice and Tribal Affairs (OEJTA) is
seeking feedback from those we work with in protecting the environment.
We welcome your responses to the questions below, as well as any
additional suggestions or comments. (Responses will be collected by a
third party and will remain anonymous.)

Please identify the organization(s) you are associated with. 

Tribal Office

State Office

Community Organization.

For the following questions, please rate your satisfaction with U.S. EPA
Office of Environmental Justice and Tribal Affairs (OEJTA) on a scale of
1-6, with 1 being dissatisfied and 6 being extremely satisfied.

OEJTA staff fully addressed my concerns:

1	2	3	4	5	6	

OEJTA answered all my questions to my satisfaction:

1	2	3	4	5	6

OEJTA staff helped me find the information I was seeking:

1	2	3	4	5	6	

OEJTA staff members were knowledgeable about my issue:

1	2	3	4	5	6	

OEJTA staff members treated me with respect:

1	2	3	4	5	6	

OEJTA followed through with my requests/suggestions:

1	2	3	4	5	6	

OEJTA's response to my concern(s) was timely:

1	2	3	4	5	6	

OEJTA resolved my issue:

1	2	3	4	5	6	

I have a positive view of OEJTA:

1	2	3	4	5	6	

If you have dealt with OEJTA before on other issues, how often have you
worked with us? (Please choose the answer that best represents your
level of interaction with OEJTA.) 

Within the last 6 months

1 Time 

< 5 Times

< 10 Times

Within the last 12 months

1 Time 

< 5 Times

< 10 Times

Within the last 2 years

1 Time 

< 5 Times

< 10 Times

Within the last 5 years

1 Time 

< 5 Times

< 10 Times

Please provide any suggestions or comments that you might have. 

Please rate your overall satisfaction with OEJTA services on a scale of
1-6, with 1 being dissatisfied and 6 being extremely satisfied.

1	2	3	4	5	6	

Burden Statement: Public reporting burden for this collection of
information is estimated to average seven minutes:  one (1) minute per
question, plus one (1) minute per survey to review instructions, gather
information, and review selections. Send comments on the Agency’s need
for this information, the accuracy of the provided burden estimates, and
any suggestions for reducing the burden, including the use of automated
collection techniques to the Director, OEI Collections Strategies
Division, United States Environmental Protection Agency, Mail Code 2822,
1200 Pennsylvania Avenue, N.W., Washington, DC 20460-0001; and to the
Office of Information and Regulatory Affairs, Office of Management &
Budget, 725 17th Street NW, Washington, DC 20503. Attention : Desk
Officer for EPA. Include the EPA ICR number and the OMB control number
in any correspondence.

Exhibit 4

 

  SEQ CHAPTER \h \r 1 Pollution Prevention Information Clearinghouse
(PPIC)

U.S. Environmental Protection Agency		  HYPERLINK
http://www.epa.gov/ppic/  www.epa.gov/ppic/   (Web Site)

EPA West (Mail code 7409-M)		ppic@epa.gov (E-mail)

1200 Pennsylvania Ave. NW 			202-566-0799 (Reference and Referral)

Washington, DC 20460-0001			202-564-8899 (Fax)

PPIC Customer Satisfaction Survey

Your response is important to us. We will use this information evaluate
and improve PPIC services. Thank you!

1. Please indicate the type of information you were seeking. (Please
select all that apply)

___ Environmental Information 

___ Health Information 

___ Laws, regulations, and other legal guidance	___ EPA publication
(online version) 

___ EPA publication (print version)

___ Other _____________________



2.  Which PPIC service(s) did you use? (Please select all that apply)

___ PPIC Web Site 

___ Reference and referral services (telephone, mail, e-mail, fax,
walk-in)

___ Document order

3. How useful did you find the PPIC web site? (Please place a check in
front of your choice)

___ 1     ___ 2     ___ 3     ___ 4     ___ N/A       (1 = not useful   
4 = very useful)

4. How useful was the information on the web site? 

(Please place a check in front of your choice)

___ 1     ___ 2     ___ 3     ___ 4     ___ N/A       (1 = not useful   
4 = very useful)

5. How helpful did you find the PPIC reference and referral service? 

(Please place a check in front of your choice)

___ 1     ___ 2     ___ 3     ___ 4     ___ N/A       (1 = not helpful  
 4 = very helpful)

6. How useful was the information you received from the PPIC reference
and referral service? (Please place a check in front of your choice)

___ 1     ___ 2     ___ 3     ___ 4     ___ N/A       (1 = not useful   
4 = very useful)

7. How useful did you find the information in the document(s) ordered? 

(Please place a check in front of your choice)

___ 1     ___ 2     ___ 3     ___ 4     ___ N/A       (1 = not useful   
4 = very useful)

8. Which best describes you? (Please select one choice)

___ Other Federal

___ State/Local/Tribal

___ Industry

___ Consultant/Law

___ Media	___ Public Interest

___ Academic

___ Public

___ International

___ Other

9. How frequently do you use the PPIC web site? (Please select one
choice)

___ first time user

___ 1-3 times/month

___ 3+ times/month

___ N/A

10. If given the option, I prefer:  (Please select one choice)

___ on line versions of EPA publications

___ to order print versions of EPA publications

___ CD-ROM versions

___ N/A

11. What would you change about the PPIC web site or PPIC services? 

fold here 		fold here

Public reporting burden for this collection of information is estimated
to average 2 minutes per response, including the time for reviewing
instructions, gathering information, and completing and reviewing the
collection of information. Send comments on the Agency’s need for this
information, the accuracy of the provided burden estimates, and any
suggestions for reducing the burden, including the use of automated
collection techniques to the Director, Information Collections Division,
Office of Environmental Information, United States Environmental
Protection Agency (Mail Code 2822T), 1200 Pennsylvania Avenue, NW,
Washington, D.C. 20460; and to the Office of Information & Regulatory
Affairs, Office of Management & Budget, 725 17th Street, NW, Washington,
DC 20503, Attention: Desk Officer for EPA. Include the EPA  ICR No.
1711.05, and the OMB control No. 2090-0019, and Expiration Date,
08/31/2009, in any correspondence.



	              						       

 Customer feedback forms/comment cards/evaluation forms are considered
to be short, 5 to 15 question forms that typically accompany, and seek
feedback for a specific service (such as a training course, or “over
the counter” service) or product (such as a manual, software, etc). 
Internet (web based) surveys also fit into this category.  Mail surveys
may involve more extensive questionnaires and may require more rigorous
statistical sampling methodology to evaluate a certain group’s or
groups’ perceptions about a service the Agency offers.

 EPA interprets this to preclude any EPA purposes of regulatory
development or enforcement.

 EPA interprets this to mean random sampling of the general public in a
“market research” mode.

 For customer feedback forms and short questionnaires, a one page
memorandum should be sufficient.  Mail or telephone surveys making use
of statistical sampling must include the statistician’s name/phone,
and a brief description of the statistical aspects of the survey, such
as the statistical approach, population coverage, survey design,
precision requirement, and pretests/pilot tests.

	Agency hourly wages estimates were made using the 2009 figure, step 5
for each grade.

 PAGE  26 

Pollution Prevention Information Clearinghouse

US Environmental Protection Agency

EPA West (Mail code 7409-M)		

1200 Pennsylvania Ave NW 		

Washington DC 20460-0001

Don’t Use Staples   *   Use Tape

