[Federal Register: March 13, 2003 (Volume 68, Number 49)]
[Notices]
[Page 12032-12033]
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DEPARTMENT OF AGRICULTURE
Rural Housing Service
Notice of Request for Collection of Public Information With the
Use of a Survey
AGENCY: Rural Housing Service, USDA.
ACTION: Proposed collection; comments requested.
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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this
notice announces the Rural Housing Service's intention to request
clearance for a new information collection to measure the quality of
service provided by the Rural Housing Service (RHS) Centralized
Servicing Center (CSC).
DATES: Comments on this notice must be received by May 12, 2003, to be
assured of consideration.
FOR FURTHER INFORMATION CONTACT: Bill Scaggs, Section Head, Customer
Service Branch, Centralized Servicing Center, 1520 Market Street, Room
3622, St. Louis, Missouri 63103, phone: (314) 206-2096, e-mail:
bs244@stl.rural.usda.gov.
SUPPLEMENTARY INFORMATION:
Title: Rural Housing Service--Customer Satisfaction Survey.
Type of Request: New information collection.
Abstract: The Rural Housing Service (RHS) provides insured loans to
low- and moderate-income applicants located in rural geographic areas
to assist them in obtaining decent, sanitary, and safe dwellings. RHS
currently processes loan originations through approximately 900 Field
Offices. The RHS Centralized Servicing Center (CSC), located in St.
Louis, Missouri, provides support to the Field Offices and is
responsible for loan servicing functions with borrowers. The CSC was
established to achieve a high level of customer service and operating
efficiency. The CSC has established a fully integrated call center and
is able to provide borrowers with convenient access to their loan
account information.
To facilitate the CSC's mission and in an effort to continuously
improve its services, a survey has been developed that can measure the
quality of service that the Field Offices and borrowers receive when
they contact the CSC. Respondents will only need to report information
on a one-time basis. The outcome of the Customer Satisfaction Survey
will provide the general satisfaction level among RHS customers
throughout the nation highlighting areas that need improvement and to
provide a benchmark for future surveys and improvements in customer
service. A follow up survey will be conducted in 18 months, but may or
may not be sent to the same initial respondents. Additionally, in
accordance with Government Performance and Results Act (GPRA), the
survey will enable CSC to measure the results and overall effectiveness
of customer services
[[Page 12033]]
provided as well as implement action plans and measure improvements.
Estimate of Burden: Public reporting burden for this collection of
information is estimated to average 10 minutes per response.
Respondents: Field office personnel, most likely office clerks and
borrowers.
Estimated Number of Respondents: 23,000.
Estimated Number of Responses per Respondent: 1.
Estimated Number of Responses: 23,000
Estimated Total Annual Burden on Respondents: 3,680
Copies of this information collection can be obtained from Cheryl
Thompson, Regulations and Paperwork Management Branch, Support Services
Division at (202) 692-0043.
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 will
have practical utility; (b) the accuracy of agency's estimate of the
burden of the proposed collection of information including the validity
of the methodology and assumptions used; (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
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. Comments may be
sent to Cheryl Thompson, Regulations and Paperwork Management Branch,
Support Services Division, U.S. Department of Agriculture, Rural
Development, STOP 0742, 1400 Independence Ave., SW., Washington, DC
20250-0742. All responses to this notice will be summarized and
included in the request for OMB approval. All comments will also become
a matter of public record.
Dated: March 6, 2003.
Arthur A. Garcia,
Administrator, Rural Housing Service.
[FR Doc. 03-6053 Filed 3-12-03; 8:45 am]
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