Proposed Information Collection Request Submitted for Public Comment; EBSA Participant Assistance Program Customer Survey
| Citation | 85 FR 5241 |
| Record Number | 2020-01503 |
| Published date | 29 January 2020 |
| Section | Notices |
| Court | Employee Benefits Security Administration |
Federal Register, Volume 85 Issue 19 (Wednesday, January 29, 2020)
[Federal Register Volume 85, Number 19 (Wednesday, January 29, 2020)]
[Notices]
[Page 5241]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-01503]
[[Page 5241]]
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DEPARTMENT OF LABOR
Employee Benefits Security Administration
Proposed Information Collection Request Submitted for Public
Comment; EBSA Participant Assistance Program Customer Survey
AGENCY: Employee Benefits Security Administration, Department of Labor.
ACTION: Notice.
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SUMMARY: The Department of Labor (the Department), in accordance with
the Paperwork Reduction Act of 1995 (PRA 95), provides the general
public and Federal agencies with an opportunity to comment on proposed
and continuing collections of information. This helps the Department
assess the impact of its information collection requirements and
minimize the public's reporting burden. It also helps the public
understand the Department's information collection requirements and
provide the requested data in the desired format. The Employee Benefits
Security Administration (EBSA) is soliciting comments on the proposed
information collection request (ICR) described below. A copy of the
ICRs may be obtained by contacting the office listed in the ADDRESSES
section of this notice. ICRs also are available at reginfo.gov (http://www.reginfo.gov/public/do/PRAMain).
DATES: Written comments must be submitted to the office shown in the
ADDRESSES section on or before March 30, 2020.
ADDRESSES: Joseph Piacentini, Department of Labor, Employee Benefits
Security Administration, 200 Constitution Avenue NW, N-5718,
Washington, DC 20210, [email protected], (202) 693-8410, Fax (202) 219-
4745 (these are not toll-free numbers).
SUPPLEMENTARY INFORMATION: This notice requests public comment on the
Department's proposed collection of information regarding a customer
survey that will solicit inquirers' feedback on the applicability and
utility of EBSA's Participant Assistance Program. A summary of the ICR
and the current burden estimates follows:
Agency: Employee Benefits Security Administration, Department of
Labor.
Title: EBSA Participant Assistance Program Customer Survey.
OMB Number: 1210-NEW.
Respondents: (Annual) 11,200.
Number of Annual Responses: 11,200.
Total Annual Burden Hours: 1,493 hours.
Total Annualized Capital/Startup Costs: $0. Total Annual Costs: $0.
Description: This survey will collect customer satisfaction data
for a sample of private citizens who call into the participant
assistance program to ask about their private sector employer provided
benefits such as pensions, retirement savings, and health benefits.
Three types of callers will be queried: (1) Those who need benefit
claim assistance (2) Those who have a valid benefit claim and (3) Those
who have an invalid benefit claim. The results of the survey will be
analyzed to provide actionable data that could be used to improve
program performance. Examples of improved performance include, but are
not limited to:
Being more attuned to inquirers' needs--Benefits Advisors
should be more adept at identifying issues that lead to benefits
recoveries and enforcement leads
Survey data will enable National and Regional management to
identify potential training needs
Satisfaction scores will guide EBSA leadership to determine
which Regions need assistance improving customer service
Scores on individual BAs will reveal high performers and allow
the agency to use those BAs' techniques as best practices for program-
wide improvement.
The study will include data from regional offices in Atlanta,
Boston, Chicago, Cincinnati, Dallas, Kansas City, Los Angeles, New
York, Philadelphia and San Francisco and District offices in Miami,
Seattle and Washington.
Focus of Comments
The Department is particularly interested in comments that:
Evaluate whether the collections of information are
necessary for the proper performance of the functions of the agency,
including whether the information will have practical utility;
Evaluate the accuracy of the agency's estimate of the
collections of information, including the validity of the methodology
and assumptions used;
Enhance the quality, utility, and clarity of the
information to be collected; and
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., by
permitting electronic submissions of responses.
Comments submitted in response to this notice will be summarized
and/or included in the ICRs for OMB approval of the information
collection; they will also become a matter of public record.
Dated: January 23, 2020.
Joseph S. Piacentini,
Director, Office of Policy and Research, Employee Benefits Security
Administration.
[FR Doc. 2020-01503 Filed 1-28-20; 8:45 am]
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