[Federal Register: September 16, 2004 (Volume 69, Number 179)]
[Page 55823-55824]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]



Food and Drug Administration

[Docket No. 2004N-0401]

Agency Information Collection Activities; Proposed Collection; 
Comment Request; Customer/Partner Service Surveys

AGENCY:  Food and Drug Administration, HHS.

ACTION:  Notice.


SUMMARY:  The Food and Drug Administration (FDA) is announcing an 
opportunity for public comment on the proposed collection of certain 
information by the agency. Under the Paperwork Reduction Act of 1995 
(the PRA), Federal agencies are required to publish notice in the 
Federal Register concerning each proposed collection of information 
including each proposed extension of an existing collection of 
information, and to allow 60 days for public comment in response to the 
notice. This notice solicits comments on voluntary customer 
satisfaction service surveys to implement Executive Order 12862.

DATES:  Submit written or electronic comments on the collection of 
information by November 15, 2004.

ADDRESSES:  Submit electronic comments on the collection of information 
to: http://frwebgate.access.gpo.gov/cgi-bin/leaving.cgi?from=leavingFR.html&log=linklog&to=http://www.fda.gov/dockets/ecomments. Submit written comments on 

the collection of information to the Division of Dockets Management 
(HFA-305), Food and Drug Administration, 5630 Fishers Lane, rm. 1061, 
Rockville, MD 20852. All comments should be identified with the docket 
number found in brackets in the heading of this document.

FOR FURTHER INFORMATION CONTACT: Jonna Capezzuto, Office of Management 
Programs (HFA-250), Food and Drug Administration, 5600 Fishers Lane, 
Rockville, MD 20857, 301-827-4659.

SUPPLEMENTARY INFORMATION: Under the PRA (44 U.S.C. 3501-3520), Federal 
agencies must obtain approval from the Office of Management and Budget 
(OMB) for each collection of information they conduct or sponsor. 
``Collection of information'' is defined in 44 U.S.C. 3502(3) and 5 CFR 
1320.3(c) and includes agency requests or requirements that members of 
the public submit reports, keep records, or provide information to a 
third party. Section 3506(c)(2)(A) of the PRA (44 U.S.C. 3506(c)(2)(A)) 
requires Federal agencies to provide a 60-day notice in the Federal 
Register concerning each proposed collection of information, including 
each proposed extension of an existing collection of information, 
before submitting the collection to OMB for approval. To comply with 
this requirement, FDA is publishing notice of the proposed collection 
of information set forth in this document.
    With respect to the following collection of information, FDA 
invites comments on these topics: (1) Whether the proposed collection 
of information is necessary for the proper performance of FDA's 
functions, including whether the information will have practical 
utility; (2) the accuracy of FDA's estimate of the burden of the 
proposed 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) ways 
to minimize the burden of the collection of information on respondents, 
including through the use of automated collection techniques, when 
appropriate, and other forms of information technology.

Customer/Partner Service Surveys (OMB Control Number 0910-0360)--

    Under section 903 of the Federal Food, Drug, and Cosmetic Act (21 
U.S.C. 393), FDA is authorized to conduct research and public 
information programs about regulated products and responsibilities of 
the agency. Executive Order 12862, entitled, ``Setting Customer Service 
Standard,'' directs Federal agencies that ``provide significant 
services directly to the public'' to ``survey customers to determine 
the kind and quality of services they want and their level of 
satisfaction with existing services.'' FDA is seeking OMB clearance to 
conduct a series of surveys to implement Executive Order 12862. 
Participation in the surveys is voluntary. This request covers 
customer/partner service surveys of regulated entities, such as the 
following: Food processors; cosmetic drug, biologic and medical device 
manufacturers; consumers; and health professionals. The request also 
covers ``partner'' (State and local governments) customer service 
    FDA will use the information from these surveys to identify 
strengths and weaknesses in service to customers/partners and to make 
improvements. The surveys will measure timeliness, appropriateness and 
accuracy of information, courtesy, and problem resolution in the 
context of individual programs.
    FDA projects that approximately 15 customer/partner service surveys 
will be conducted per year, with a sample of between 50 and 6,000 
customers, requiring an average of 18 minutes for review and completion 
for each survey. Some of these surveys will be repeats of earlier 
surveys, for purposes of monitoring customer/partner service and 
developing long-term data.
    FDA estimates the burden of this collection of information as 

                                 Table 1.--Estimated Annual Reporting Burden\1\
                                Number of       Annual Frequency per
     Type of Survey            Respondents            Response         Hours per Response        Total Hours
Mail/telephone/fax/web-       15,000                     1                      .30              4,500
\1\There are no capital costs or operating and maintenance costs associated with this collection of information.

[[Page 55824]]

    Dated: September 9, 2004.
Jeffrey Shuren,
Assistant Commissioner for Policy.
[FR Doc. 04-20811 Filed 9-15-04; 8:45 am]