"Notice of Intent To Request Collection of Information; Passengers With Disabilities"

Wednesday, May 19, 2004

Notice of Intent To Request Approval From the Office of Management and
Budget (OMB) for a Public Collection of Information; Passengers With
Disabilities
The Federal Register


DATES: Send your comments by July 19, 2004.

ADDRESSES: Comments may be mailed or delivered to Kathleen Blank, Office
of Transportation Security Policy, TSA-9, 601 South 12th Street,
Arlington, VA 22202.

FOR FURTHER INFORMATION CONTACT: Kathleen Blank at the above address or
by telephone (571) 227-3254; facsimile (571) 227-1374; or e-mail
Kathleen.Blank@xxxxxxxx

SUPPLEMENTARY INFORMATION: In accordance with the Paperwork Reduction
Act of 1995 (44 U.S.C. 3501, et seq.), a Federal 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. Therefore, in
preparation for submission to obtain clearance of the following
information collection, TSA solicits comments in order to-

(1) Evaluate whether the proposed information requirement is necessary
for the proper performance of TSA functions, including whether the
information will have practical utility;

(2) Evaluate the accuracy of TSA'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 through the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology.

Purpose of Data Collection

TSA has implemented a number of standard operating procedures to screen
passengers with disabilities who travel by commercial airline and
proceed through passenger security checkpoints at airports. TSA seeks to
be a performance-based organization-one that evaluates programs and
measures its performance based on credible, objective data. For
functions that involve public interaction, such as screening of air
travelers, TSA believes that it is imperative to include the opinion of
the passengers served as part of our performance measurement.

TSA already conducts population-wide passenger surveys and collects
passenger complaints and compliments at the airport and through the TSA
Contact Center. We now seek to collect data from passengers with
disabilities to evaluate whether screeners are implementing the standard
operating procedures properly. We also seek to determine whether
passengers with disabilities feel that TSA is treating them with respect
and attention to their needs while keeping air travel secure.

Description of Data Collection

TSA intends to collect data via a passenger satisfaction survey
distributed by TSA screeners to passengers with disabilities at the
conclusion of the screening process. Screeners will be trained to
provide the survey to passengers and request their voluntary
participation to measure and improve TSA's service. This 10-minute
survey will be provided to an expected 30,000 passengers (approximately
300 passengers at each of the 82 major airports, plus a sample from
members of stakeholder groups) for an estimated total burden of 5,000
hours. Results will be anonymous, but will be linked to the airport at
which the service occurred to help TSA identify high- and low-performing
airports.

TSA screeners at the 82 largest airports, which account for
approximately 90% of total passengers screened, will distribute the
surveys over a two-month period each time a passenger with disabilities
is screened. The survey will be self-addressed and postage-paid so that
the passenger can return it to TSA at their convenience. Alternatively,
passengers may return the survey directly to the TSA screener, if they
choose to complete it at the airport. TSA will also distribute surveys
to advocacy groups that have worked with us to develop the standard
operating procedures for screening passengers with disabilities. These
groups will distribute surveys to their members to be returned to TSA.

The survey will seek feedback on TSA's standard procedures for screening
(1) passengers with hearing, vision, mobility, and hidden disabilities,
as well as other medical conditions, and (2) the assistive devices,
equipment, aids, and supplies accompanying passengers in each category.
It will ask questions designed to measure whether the standard operating
procedures are being met, to assess overall satisfaction and confidence
with the screening process, and to help TSA understand its performance
in different demographic areas. It will also have space for open-ended
comments if passengers wish to provide additional feedback to TSA. The
survey will include the mailing address, e-mail address, and phone
number of the TSA Screening of Persons with Disabilities Program Office
in case passengers have additional questions or want to provide
additional information.

Use of Results

TSA personnel from Headquarters and individual airports will use the
results to evaluate and improve service to passengers with disabilities.
We will analyze questions related to various elements of the standard
operating procedures, with respect to each of the four disability types,
and with respect to other relevant demographics. The results will not be
statistically representative of any population beyond the sample of
survey respondents, but will present a relatively comprehensive snapshot
of TSA's screening of passengers with disabilities during the
two-month period of data collection. The results also will be part of
the DHS annual reporting to Congress under the Government Performance
and Results Act (GPRA). The TSA Screening of Persons with Disabilities
Program is one of the department's top four disability initiatives for
this year to ensure the inclusion of people with disabilities in the
workforce, operations, and programs.

Issued in Arlington, Virginia, on May 11, 2004.

Susan T. Tracey,
Chief Administrative Officer.


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