Administracja i zamówienia · 7.07.1999

Submission for OMB Review; Comment Request Entitled American Customer Satisfaction Index Under Emergency Review by the Office of Management and Budget (OMB)

The General Services Administration has submitted an emergency processing information collection request to the Office of Management and Budget pursuant to the Paperwork Reduction Act of 1995 (44 U.S.C. Chapter 35). OMB approval has been requested by July 6, 1999. The proposed information collection activity is designed to support the customer satisfaction policies outlined in Executive Order 12862, ``Setting Customer Service Standards'', and to establish a means to consistently measure and compare customer satisfaction among high- impact agencies within the Executive Branch. GSA serves as the Executive Agent for this initiative and has selected the American Customer Satisfaction Index (ACSI) through a competitive procurement process as the vehicle for obtaining the required information. The ACSI is a cross-industry, cross-agency methodology for obtaining comparable measures of customer satisfaction. Along with other economic objectives--such as employment and growth--the quality of output (goods and services) is a part of living standards. Like other objectives, it is subjected to systematic and uniform measurement.