Department of Health and Human Services
Administration for Children and Families,
Children’s Bureau
Data Collection for the Customer Satisfaction Evaluation Plan for
Child Welfare Information Gateway
Office of Management and Budget
Clearance Revision Package Supporting Statement
and Data Collection Instruments
June 2010
TABLE OF CONTENTS
Section Page
A. Justification 1
A1. Circumstances Making the Collection of Information Necessary 1
A2. Purpose and Use of the Information Collection 1
A3. Use of Improved Technology and Burden Reduction 2
A4. Efforts to Identify Duplication and Use of Similar Information 2
A5. Impact on Small Businesses and Other Entities 2
A6. Consequences of Less Frequent Data Collection 2
A7. Special Circumstances Relating to the Guidelines of 5 CFR 1320.5 3
A8. Comments in Response to the Federal Register Notice 3
A9. Explanation of any Payment or Gift to Respondents 3
A10. Assurance of Confidentiality 3
A11. Sensitive Questions 3
A12. Estimates of Annualized Burden Hours 4
A13. Annualized Cost for Respondents 4
A14. Annualized Cost to the Federal Government 5
A15. Explanation of Program Changes or Adjustments 6
A16. Plans for Tabulation and Publication and Project Time Schedule 6
A17. Waiver of Expiration Date Requirement 6
A18. 5 CFR 1320.9: Exceptions to Certification for Paperwork Reduction Act Submissions 6
B. Collection of Information Employing Statistical Methods 7
B1. Respondent Universe and Response Rates 7
B2. Procedures for the Collection of Information 11
B3. Maximizing Response Rates and the Issue of Non-response 13
B4. Pretesting 13
B5. Contact Information 13
LIST OF TABLES
Number Page
A-1, Annual Burden Estimates 4
A-2, Annualized Cost to the Federal Government……………………………………………….. 5
A-3, Project Schedule 6
B-1, Expected Response Rates by Strata 8
LIST OF APPENDICES
Appendix A: Executive Order
Appendix B: IC1: Customer Survey
Appendix C: IC2: Customer Survey
Appendix D: IC3: Customer Survey
Appendix E: IC4: Publication survey
Appendix F: IC5: Publication survey
Appendix G: IC6: Publication survey
Appendix H: IC7: Comment Card –Website and Conference versions
Appendix I: IC8: Comment card – Website and Conference versions
Appendix J: IC9: Comment card – Website and Conference versions
Appendix K: IC10: Online Tool / Web Section Survey
Appendix L: IC11: Online Tool / Web Section Survey
Appendix M: IC12: Online Tool / Web Section Survey
Appendix N: IC 13: Webinar Feedback Survey
Appendix O: IC 14: Webinar Feedback Survey
Appendix P: IC15: General Focus Group Guide
Appendix Q: IC16: General Focus Group Guide
Appendix R: IC17: User Needs Assessment Focus Group Guide
Appendix S: IC18: User Needs Assessment Focus Group Guide
Appendix T: IC19: Customer Services Information Questions
Appendix U: IC20: Customer Services Information Questions
Appendix V: IC21: Customer Services Information Questions
Supporting Statement for the
Paperwork Reduction Act of Submission
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 and revisions were made to the Customer Satisfaction Evaluation and approved under OMB control number 0970-0303. This effort is to make further revisions to the Customer Satisfaction Evaluation protocols to collect better information for improving 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 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. Child Welfare 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, 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 (Appendix A). 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, Child Welfare 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 surveys, customer comment cards, web tool surveys, webinar feedback surveys, selected publication surveys, and focus groups.
The evaluation plan focuses solely on issues of direct concern to our customers. Specifically, customers are asked their opinions on the efficiency and quality of services provided by Child Welfare Information Gateway. Collectively, evaluation data is currently used to improve and help inform:
General Child Welfare Information Gateway services—to ensure the easy accessibility and usefulness of the information provided;
Product development and acquisition—to acquire and create publications in which customers are most interested;
Outreach plans and strategies—to increase the awareness and use of various services; and
Web site content and functioning—to ensure the usability and usefulness of this primary communication vehicle.
The primary means of gathering information is through electronic format including the surveys and comments through the web-site as well as e-mail linked surveys. The evaluation team also imports online survey data from a password protected server into SPSS, a statistical software package used for storing, managing, and analyzing quantitative data (i.e. survey data). Per guidance outlined in 5 CFR 1320.8, the focused use of electronic data collection methods is intended to reduce the burden on respondents.
The Customer Satisfaction Evaluation Plan is the only evaluation of customer service for Child Welfare Information Gateway; therefore, there is no similar information already available.
We do not plan to survey small businesses.
A6. Consequences of Collecting the Information Less Frequently
The current evaluation plan includes periodic data collection methods and utilizes the minimum amount of data collection necessary to obtain valid, reliable, and useful information that can help inform Child Welfare Information Gateway products and services. Reducing data collection further would jeopardize the quality and integrity of the results including the generalizability to all Information Gateway customers.
Responding to this data collection effort is completely voluntary. Individuals recruited for this effort will be given the opportunity not to respond at all, and to respond whenever it is convenient for them during the data collection period. Additionally, it is possible that the same individual could receive a Web site survey request online and then contact Child Welfare Information Gateway via telephone on a day that surveys are being administered to telephone customers, and be asked to complete it again. All customers have the option of refusing a survey request without penalty or to request the survey be offered at a more convenient time for them.
Child Welfare Information Gateway staff are consulted regarding the frequency and usefulness of the data collection effort on a quarterly basis. Respondents regularly provide comments regarding the data collection effort through their completion of surveys. Comments from both Child Welfare Information Gateway staff and respondents have been incorporated into the revisions of the data collection instruments including the provision of an opportunity to complete the survey at a later, more convenient time.
As required by CFR 1320.8, a Federal Register notice appeared on March 25, 2010 (Volume 75, Number 57) Page 14443-14444. The first notice received no public comment.
Not applicable, the data collection plan does not call for payment to respondents for participation.
We will assure that the anonymity of respondent identity and information are safeguarded and that respondents understand the voluntary nature of their participation. Identifying information is not collected as part of this data collection effort.
Sensitive issues will not be raised at any time during the conduct of the survey or focus groups.
Estimates of response burden are outlined in the following table. These estimates were developed using FY 2009 response rates from data collection approved under OMB Control Number 0970-0303.
Table A-1: Annual Burden Estimates
Instrument |
Affected Public |
Number of Respondents |
Number of Responses per Respondent |
Average Burden hours per Response |
Total Burden Hours |
Customer Survey (Website, Email, Print, Live Chat, and Phone) |
Individuals/ Households |
846 |
1 |
0.078 |
66 |
Private Sector |
182 |
1 |
0.078 |
14 |
|
State, Local, or Tribal Governments |
187 |
1 |
0.078 |
15 |
|
Publication Survey |
Individuals/ Households |
86 |
1 |
0.052 |
5 |
Private Sector |
19 |
1 |
0.052 |
1 |
|
State, Local, or Tribal Governments |
19 |
1 |
0.052 |
1 |
|
Comment Card (General Web and Conference versions) |
Individuals/ Households |
300 |
1 |
0.014 |
4 |
Private Sector |
65 |
1 |
0.014 |
1 |
|
State, Local, or Tribal Governments |
66 |
1 |
0.014 |
1 |
|
Online Tool / Web Section Survey
|
Individuals/ Households |
229 |
1 |
0.052 |
12 |
Private Sector |
30 |
1 |
0.052 |
2 |
|
State, Local, or Tribal Governments |
28 |
1 |
0.052 |
1 |
|
Webinar Feedback Survey |
Private Sector |
597.5 |
1 |
0.052 |
31 |
Federal Government |
1,049.5 |
1 |
0.052 |
55 |
|
General Focus Group Guide |
Private Sector |
12 |
1 |
1.0 |
12 |
State, Local, or Tribal Governments |
12 |
1 |
1.0 |
12 |
|
User Needs Assessment Focus Group Guide |
Private Sector |
12 |
1 |
1.0 |
12 |
State, Local, or Tribal Governments |
12 |
1 |
1.0 |
12 |
|
Customer Services Information Questions |
Individuals/ Households |
2,730 |
1 |
0.014 |
38 |
Private Sector |
608 |
1 |
0.014 |
9 |
|
State, Local, or Tribal Governments |
561 |
1 |
0.014 |
8 |
|
TOTAL Estimated Annual Burden Hours |
311 Hours |
||||
There will be no cost to survey respondents or focus group participants.
We estimate the annualized costs to the Federal government to be $163,200. This cost estimate is based on the work plan under the cooperative agreement for this effort. As outlined below, the estimated annual Federal costs associated with this effort include costs to manage and implement the data collection, analysis, and reporting activities outlined in this application.
Table A-2: Annualized Cost to the Federal Government
|
Total Project Cost |
# of Years |
Annualized Cost |
Gateway Staff Hours – (design, development, testing, phone survey interviews, focus group moderation, management, data analysis, reporting) |
810,000 |
5 |
$162,000 |
Indirect Costs – (printing, mailing, Web costs, maintenance, conference calls) |
6,000 |
5 |
$1200 |
Totals |
$816,000 |
5 |
$163,200 |
The current OMB inventory estimates 175 hours as the reporting burden; however, the proposed OMB inventory estimates 311 hours as the reporting burden. The net increase in burden was the result of program changes due to discretion (i.e., revisions to the existing information collection). Specifically, program changes include changes to response rate estimates, the addition of survey questions, the deletion of survey questions, and the addition of new instruments. Following is a description of each program change:
Customer Survey (Website, Email, Print, Live Chat, and Phone) – the OMB package proposes the following program changes to the customer survey: the deletion of survey items, the addition of new survey items, and changes to the customer survey response rate based on FY 2010 estimates.
Publication Survey – the OMB package proposes the following program changes to the publication survey: the deletion of survey items, the addition of new survey items, and changes to the publication survey response rate based on FY 2010 estimates.
Comment Card (Web and Conference versions) - the OMB package proposes the following program changes to the comment card: the deletion of survey items and changes to the comment card response rate based on FY 2010 estimates.
Online Tool / Web Section Survey – the OMB package proposes the Online Tool / Web Section Survey as a new instrument for this inventory. The Online Tool / Web Section Survey will be used to better understand online users’ experiences with specific web services and offerings (e.g., database, tools, learning centers, specific websites/sections).
Webinar Feedback Survey – the OMB package proposes the Webinar Feedback Survey as a new instrument for this inventory. The Webinar Survey will be used to better understand webinar participants’ experiences with webinar events and suggestions for improvement.
General Focus Group Guide - the OMB package proposes the following program changes to the General Focus Guide: the deletion of survey items and the addition of new survey items.
User Needs Assessment Focus Group Guide - the OMB package proposes the User Needs Assessment Focus Group Guide as a new instrument for this inventory. The User Needs Assessment Focus Group Guide will be used to will evaluate the usefulness of a specific product or tool offered by Child Welfare Information Gateway.
Customer Services Information Questions – the OMB package proposes the Customer Services Information Questions as a new instrument for this inventory. The Customer Services Information Questions will be used by Information Gateway and the Children’s Bureau to better understand where to target marketing and outreach efforts.
Table A-3 presents the data collection and reporting schedule:
Submit OMB revision package: June 2010
Ongoing data collection : October 1, 2010 – October 1, 2013
Reporting: Quarterly and semi-annual internal reporting with the purpose of impacting products and services; Annual Comprehensive Evaluation Reports to the Federal Government
Analysis of data will primarily include basic descriptive statistics such as frequencies, means, and percentages. Additional analyses may include ANOVAs, t-tests, and chi-squares if appropriate.
This section does not apply. We are not seeking approval to not display the
expiration date for OMB approval.
A18. Exceptions to Certification for Paperwork Reduction Act Submissions
No exceptions are requested.
| File Type | application/msword |
| File Title | Supporting Statement for the |
| Author | Shamegan |
| Last Modified By | bbarker |
| File Modified | 2010-10-13 |
| File Created | 2010-10-13 |