Agency information collection activities: Proposed collection; comment request,
[Federal Register: March 3, 1999 (Volume 64, Number 41)]
[Notices]
[Page 10277-10278]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr03mr99-39]
DEPARTMENT OF COMMERCE
Patent and Trademark Office
Customer Input--Patent and Trademark Customer Surveys
ACTION: Proposed collection; comment request.
SUMMARY: The Department of Commerce (DOC), as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to comment on the continuing and proposed information collection, 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 May 3, 1999.
ADDRESSES: Direct all written comments to Linda Engelmeier, Departmental Forms Clearance Officer, Department of Commerce, Room 5327, 14th and Constitution Avenue, NW, Washington, DC 20230. Her Internet address is LEngel@doc.gov.
FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to the attention of Greg Mullen, Senior Program Analyst, Center for Quality Services, Crystal Park 1--Suite 812, 2011 Crystal Drive, Arlington, VA 22202, by telephone at (703) 305-4207, by facsimile transmission to (703) 308-8002, or by e-mail to greg.mullen@uspto.gov.
SUPPLEMENTARY INFORMATION:
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Abstract
This is a generic clearance for an undefined number of surveys that the Patent and Trademark Office (PTO) may conduct over the next three years. These surveys may be conducted in a variety of forms, such as telephone surveys, face-to-face interviews, mail surveys, questionnaires and customer surveys, comment cards, and focus groups. The PTO is currently investigating the feasibility of electronic surveys, in which case the PTO may quite possibly use the electronic medium to conduct customer surveys. A brief description of the expected methodology for the various survey vehicles is provided below.
For telephone surveys, the PTO calls the respondent and either surveys the respondent or schedules an appointment and faxes the survey questions to the respondent. In addition, a script is prepared for the actual telephone interview so that each telephone survey is conducted in the same manner. At this time, the PTO is unable to predict the number of telephone surveys that may be conducted. The PTO estimates that 400 responses will be received from telephone surveys, for an estimated burden of 100 hours.
For possible face-to-face interviews, the PTO uses a variety of delivery mechanisms to try to meet our customers needs. There are two public search rooms which members of the public use on a regular basis. A script is prepared so each respondent is asked the same questions. There may also be other occasional uses of face to face interviews to assess customer satisfaction. The PTO estimates that 200 responses will be received from face to face interviews, for an estimated burden of 50 hours.
The PTO also mails surveys to respondents with instructions to mail the completed surveys back to the PTO in the self-addressed and stamped envelope provided with the survey. In general, the PTO follows-up non- responses by mailing reminders and through phone contacts. At this time, the PTO is unable to predict the number of survey mailings that may be conducted. The PTO estimates that 3,500 responses will be received from survey mailings, for an estimated burden of 1,750 hours.
The PTO uses customer surveys and questionnaires to survey users of PTO's various services or to survey attendees at various conferences, among other items. The PTO provides survey forms which are either handed to the respondents by the staff or left for attendees to pick up as they enter or exit from various functions. If the completed surveys are not handed directly back to a staff member, the respondents are instructed to drop off their surveys or mail them back to the PTO. At this time, the PTO is unable to predict the number of customer surveys and questionnaires that may be conducted. The PTO estimates that 1,000 responses will be received from customer surveys and questionnaires, for an estimated burden of 83 hours.
Another survey instrument which the PTO frequently uses are customer comment cards. These comment cards are pre-paid and return addressed postage cards which the respondent can mail back to the PTO. At this time, the PTO is unable to predict the number of customer surveys and questionnaires that may be conducted. The PTO estimates that 2,000 responses will be received from customer surveys and questionnaires, for an estimated burden of 166 hours.
The PTO frequently uses focus groups as a survey instrument. The PTO asks groups of its customers to get together and discuss issues of mutual interest. Many times the results of these sessions are used to help make improvements to PTO operations or to recommend that certain issues be studied further. The PTO estimates that 100 responses will be received from focus groups, for an estimated burden of 200 hours.
These surveys are designed to obtain customer feedback regarding products, services, and related service standards of the PTO. At this time, the PTO is unable to state precisely which survey vehicles will be used during the renewal period. As the PTO's survey needs are determined, the PTO will submit the specific survey instrument for approval.
Electronic surveys are currently being researched for feasibility.
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Method of collection
These surveys will be conducted by telephone and face-to-face interviews, mailings, customer surveys and questionnaires, comment cards, and focus groups. The PTO is also exploring the possibility of using the PTO Web site to conduct customer surveys. A random sample is used to collect the data. Statistical methods will be followed.
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Data
OMB Number: 0651-0038.
Form Number: Depending on the individual situation, the PTO may have survey and questionnaire forms and comment cards. The PTO is exploring the feasibility of using electronic surveys, so this information collection may also include electronic forms in the future.
Type of Review: Revision of a currently approved collection.
[[Page 10278]]
Affected Public: Individuals or households, businesses or other for-profit, not-for-profit institutions, farms, state, local or tribal governments, and the Federal Government.
Estimated Number of Respondents: 7,200 responses per year.
Estimated Time Per Response: It is estimated to take approximately 15 minutes to complete telephone surveys, 15 minutes to complete face- to-face interviews, 30 minutes to complete mail surveys, five minutes to complete questionnaires and customer surveys, five minutes to complete comment cards, and 120 minutes to conduct a focus group.
Estimated Total Annual Respondent Burden Hours: 2,349 hours per year.
Estimated Total Annual Respondent Cost Burden: $0 (no expenditures are required). $325,923.75 per year is estimated for salary costs associated with respondents.
Estimated time Estimated Estimated Title of form
for response annual burden annual mins
hours
responses
Telephone Surveys...............................................
15
100
400 Face-to-face Interviews.........................................
15
50
200 Mail Surveys....................................................
30
1,750
3,500 Questionnaires and Customer Surveys.............................
5
83
1,000 Comment Cards...................................................
5
166
2,000 Focus Groups....................................................
120
200
100
Totals......................................................
2,349
7,200
Note: The burden figures shown in the table above are estimates based on the types of surveys that the PTO may be using during the next three years. At this time, the PTO cannot predict which and how many surveys will be conducted. Depending on the number of surveys that the PTO actually conducts, it is possible that the burden hours could decrease from the totals shown in the table.
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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, e.g., the use of automated collection techniques or other forms of information technology.
Comments submitted in response to this notice will be summarized or included in the request for OMB approval of this information collection; they will also become a matter of public record.
Dated: February 22, 1999. Linda Engelmeier, Departmental Forms Clearance Officer, Office of the Chief Information Officer.
[FR Doc. 99-5265, Filed3-2-99; 8:45 am]
BILLING CODE 3510-16-P
