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Submission for OMB Review; Comment Request

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Title: Data Collection Plan for the Customer Satisfaction Evaluation of Child Welfare Information Gateway.

OMB No.: 0970-0303.

Description: The National Clearinghouse on Child Abuse and Neglect Information (NCCAN) and the National Adoption Information Clearinghouse (NAIC) received OMB approval to collect data for a customer satisfaction evaluation under OMB control number 0970-0303. On June 20, 2006, NCCAN and NAIC were consolidated into Child Welfare Information Gateway (Information Gateway).

The proposed information collection activities include revisions to the Customer Satisfaction Evaluation approved under OMB control number 0970-0303 to reflect current information needs for providing innovative and useful products and services.

Child Welfare Information Gateway is a service of the Children's Bureau, a component within the Administration for Children and Families, and Information Gateway is dedicated to the mission of connecting professionals and concerned citizens to information on programs, research, legislation, and statistics regarding the safety, permanency, and well-being of children and families.

Information Gateway's main functions are identifying information needs, locating and acquiring information, creating information, organizing and storing information, disseminating information, and facilitating information exchange among professionals and concerned citizens. A number of vehicles are employed to accomplish these activities, including, but not limited to, website hosting, discussions with customers (e.g. phone, live chat, etc.), and dissemination of publications (both print and electronic).

The Customer Satisfaction Evaluation was initiated in response to Executive Order 12862 issued on September 11, 1993. The Order calls for putting customers first and striving for a customer-driven government that matches or exceeds the best service available in the private sector. To that end, Information Gateway's evaluation is designed to better understand the kind and quality of services customers want, as well as customers' level of satisfaction with existing services. The proposed data collection activities for the evaluation include customer satisfaction surveys, customer comment cards, selected publication surveys, and focus groups.

Respondents: Child Welfare Information Gateway customers.

Annual Burden Estimates

InstrumentAffected publicNumber of respondentsNumber of responses per respondentAverage burden hours per responseTotal burden hours
Customer SurveyIndividuals/Households84610.07866
Private Sector18210.07814
(Web site, E-mail, Print, Live Chat, and Phone)State, Local, or Tribal Governments18710.07815
Publication SurveyIndividuals/Households8610.0524
Private Sector1910.0521
State, Local, or Tribal Governments1910.0521
Comment CardIndividuals/Households30010.0144
Private Sector6510.0141
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(General Web and Conference versions)State, Local, or Tribal Governments6610.0141
Online Tool/Web Section SurveyIndividuals/Households22910.05212
Private Sector3010.0522
State, Local, or Tribal Governments2810.0521
Webinar Feedback SurveyPrivate Sector597.510.05231
Federal Government1,049.510.05255
General Focus Group GuidePrivate Sector1211.012
State, Local, or Tribal Governments1211.012
User Needs Assessment Focus Group GuidePrivate Sector1211.012
State, Local, or Tribal Governments1211.012
Customer Services Information QuestionsIndividuals/Households2,73010.01438
Private Sector608.410.0149
State, Local,or Tribal Governments561.610.0148

Total Estimated Annual Burden Hours: 311.

Additional Information:

Copies of the proposed collection may be obtained by writing to the Administration for Children and Families, Office of Administration, Office of Information Services, 370 L'Enfant Promenade, SW., Washington, DC 20447, Attn: ACF Reports Clearance Officer. All requests should be identified by the title of the information collection. E-mail address:

OMB Comment:

OMB is required to make a decision concerning the collection of information between 30 and 60 days after publication of this document in the Federal Register. Therefore, a comment is best assured of having its full effect if OMB receives it within 30 days of publication. Written comments and recommendations for the proposed information collection should be sent directly to the following: Office of Management and Budget, Paperwork Reduction Project, Fax: 202-395-7285, E-mail: OIRA_SUBMISSION@OMB.EOP.GOV, Attn: Desk Officer for the Administration for Children and Families.

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Dated: July 6, 2010.

Robert Sargis,

Reports Clearance Officer.

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[FR Doc. 2010-17293 Filed 7-16-10; 8:45 am]