26 May 2010

[Federal Register: May 26, 2010 (Volume 75, Number 101)]
[Notices]               
[Page 29567-29568]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr26my10-66]                         


[[Page 29567]]

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DEPARTMENT OF HOMELAND SECURITY

Transportation Security Administration

 
Extension of Agency Information Collection Activity Under OMB 
Review: Aviation Security Customer Satisfaction Performance Measurement 
Passenger Survey

AGENCY: Transportation Security Administration, DHS.

ACTION: 30-day notice.

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SUMMARY: This notice announces that the Transportation Security 
Administration (TSA) has forwarded the Information Collection Request 
(ICR), OMB control number 1652-0013, abstracted below to the Office of 
Management and Budget (OMB) for review and approval of an extension of 
the currently approved collection under the Paperwork Reduction Act. 
The ICR describes the nature of the information collection and its 
expected burden. TSA published a Federal Register notice, with a 60-day 
comment period soliciting comments, of the following collection of 
information on March 11, 2010. 75 FR 11552. The collection involves 
surveying travelers to measure customer satisfaction of aviation 
security in an effort to more efficiently manage airport performance.

DATES: Send your comments by June 25, 2010. A comment to OMB is most 
effective if OMB receives it within 30 days of publication.

ADDRESSES: Interested persons are invited to submit written comments on 
the proposed information collection to the Office of Information and 
Regulatory Affairs, Office of Management and Budget. Comments should be 
addressed to Desk Officer, Department of Homeland Security/TSA, and 
sent via electronic mail to oira_submission@omb.eop.gov or faxed to 
(202) 395-6974.

FOR FURTHER INFORMATION CONTACT: Joanna Johnson, TSA Paperwork 
Reduction Act (PRA) Officer, Office of Information Technology (OIT), 
TSA-11, Transportation Security Administration, 601 South 12th Street, 
Arlington, VA 20598-6011; telephone (571) 227-3651; e-mail 
TSAPRA@dhs.gov.

SUPPLEMENTARY INFORMATION:

Comments Invited

    In accordance with the Paperwork Reduction Act of 1995 (44 U.S.C. 
3501 et seq.), an agency may not conduct or sponsor, and a person is 
not required to respond to, a collection of information unless it 
displays a valid OMB control number. The ICR documentation is available 
at http://www.reginfo.gov. Therefore, in preparation for OMB review and 
approval of the following information collection, TSA is soliciting 
comments to--
    (1) Evaluate whether the proposed information requirement is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    (2) Evaluate the accuracy of the agency's estimate of the burden;
    (3) Enhance the quality, utility, and clarity of the information to 
be collected; and
    (4) Minimize the burden of the collection of information on those 
who are to respond, including using appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology.

Information Collection Requirement

    OMB Control Number 1652-0013; Aviation Security Customer 
Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's 
approval, has conducted surveys of passengers and now seeks approval to 
continue this effort. TSA plans to conduct passenger surveys at 
airports nationwide. The surveys will be administered using an 
intercept methodology. The intercept methodology uses TSA personnel who 
are not in uniform to hand deliver paper business card style forms that 
contain a url address to an online survey to passengers immediately 
following the passenger's experience with the TSA's checkpoint security 
functions. Passengers are invited, though not required, to view and 
complete the survey via an online portal. The intercept methodology 
randomly selects times and checkpoints to select passengers to complete 
the survey in an effort to gain survey data representative of all 
passenger demographics-including passengers who--
     Travel on weekdays or weekends;
     Those who travel in the morning, mid-day, or evening;
     Those who pass through each of the different security 
screening locations in the airport;
     Those who are subject to more intensive screening of their 
baggage or person; and
     Those who experience different volume conditions and wait 
times as they proceed through the security checkpoints.
    The survey includes ten to fifteen questions. Each question 
promotes a quality response so that TSA can identify areas in need of 
improvement. All questions concern aspects of the passenger's security 
screening experience.
    TSA intends to collect this information in order to continue to 
assess customer satisfaction in an effort to more efficiently manage 
airport performance. In its future surveys, the TSA wishes to obtain 
more detailed, airport-specific data that the TSA can use to enhance 
customer experiences and airport performances. In order to gain more 
detailed information regarding customer experiences, the TSA is 
submitting eighty-one questions to OMB for approval. Twenty-eight of 
the questions have been previously approved by OMB and fifty-three 
questions are being submitted to the OMB for first-time approval. Each 
survey question seeks to gain information regarding one of the 
following categories:
     Confidence in Personnel.
     Confidence in Screening Equipment.
     Confidence in Security Procedures.
     Convenience of Divesting.
     Experience at Checkpoint.
     Satisfaction with Wait Time.
     Separation from Belongings.
     Separation from Others in Party.
     Stress Level.
    Once a time and checkpoint is randomly selected, TSA personnel 
distribute forms to passengers until the TSA obtains the desired sample 
size. The samples can be selected with one randomly selected time and 
location or span multiple times and locations. Each airport uses a 
business card that directs customers to an online portal. All responses 
are voluntary and there is no burden on passengers who choose not to 
respond.
    All airports have the capability to conduct this survey. Based on 
prior survey data and research, a sample size of 384 needs 
approximately 1,000 surveys. TSA assumes that there will be 384 
respondents from 1,000 surveys distributed. At an inidividual airport, 
we assume the burden on passengers who choose to respond to be 
approximately five-minutes per respondent. Therefore, 384 respondents x 
1 airport = 384 respondents a year. It takes approximately 5 minutes 
for each respondent to complete the survey so the total burden at one 
airport is 384 respondents x 5 minutes = 1,920 minutes or 32 hours per 
airport. We estimate that 25 airports will conduct the survey each 
year. Therefore, 384 respondents x 25 airports = 9,600 respondents a 
year. Since we assume it takes approximately 5 minutes for each

[[Page 29568]]

respondent to complete the survey the total burden is 9,600 respondents 
x 5 minutes = 48,000 minutes, or 800 hours per year.
    Title: Aviation Security Customer Satisfaction Performance 
Measurement Passenger Survey.
    Type of Request: Extension of a currently approved collection.
    OMB Control Number: 1652-0013.
    Forms(s): Aviation Security Customer Satisfaction Performance 
Measurement Passenger Survey.
    Affected Public: Airline Travelers.
    Abstract: This airport survey represents an important part of TSA's 
efforts to collect data on customer satisfaction with TSA's aviation 
security procedures.
    Number of Respondents: 9,600.
    Estimated Annual Burden Hours: An estimated 800 hours annually.

     Issued in Arlington, Virginia, on May 20, 2010.
Joanna Johnson,
TSA Paperwork Reduction Act Officer, Office of Information Technology.
[FR Doc. 2010-12603 Filed 5-25-10; 8:45 am]
BILLING CODE 9110-05-P