[Federal Register Volume 62, Number 113 (Thursday, June 12, 1997)]
[Notices]
[Pages 32148-32149]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-15350]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0570]


Proposed Information Collection Activity: Proposed Collection; 
Comment Request; Revision

AGENCY: Veterans Health Administration, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: The Veterans Health Administration (VHA) is announcing an 
opportunity for public comment on the proposed collection of certain 
information by the agency. Under the Paperwork Reduction Act (PRA) of 
1995, Federal agencies are required to publish notice in the Federal 
Register concerning each proposed collection of information, including 
each proposed revision of a currently approved collection, and allow 60 
days for public comment in response to the notice. This notice solicits 
comments on requirements relating to customer satisfaction surveys.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before August 11, 1997.

ADDRESSES: Submit written comments on the collection of information to 
Ann Bickoff, Veterans Health Administration (161A4), Department of 
Veterans Affairs, 810 Vermont Avenue, NW, Washington, DC 20420. Please 
refer to ``OMB Control No. 2900-0570'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Ann Bickoff at (202) 273-8310.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Public Law 104-13; 44 
U.S.C. 3501-3520), Federal agencies must obtain approval from the 
Office of Management and Budget (OMB) for each collection of 
information they conduct or sponsor. This request for comment is being 
made pursuant to Section 3506(c)(2)(A) of the PRA.
    With respect to the following collection of information, VHA 
invites comments on: (1) Whether the proposed collection of information 
is necessary for the proper performance of VHA's functions, including 
whether the information will have practical utility; (2) the accuracy 
of VHA's estimate of the burden of the proposed collection of 
information; (3) ways to enhance the quality, utility, and clarity of 
the information to be collected; and (4) ways to minimize the burden of 
the collection of information on respondents, including through the use 
of automated collection techniques or the use of other forms of 
information technology.
    Title: Generic Clearance for the Veterans Health Administration 
Customer Satisfaction Surveys.
    OMB Control Number: 2900-0570.
    Type of Review: Revision of a currently approved collection.
    Abstract: Executive Order 12862, Setting Customer Service 
Standards, requires Federal agencies and

[[Page 32149]]

departments to identify and survey its customers to determine the kind 
and quality of services they want and their level of satisfaction with 
existing service. The VHA uses customer satisfaction surveys to gauge 
customer perceptions of VA services as well as customer expectations 
and desires. The results of these information collections lead to 
improvements in the quality of VHA service delivery by helping to shape 
the direction and focus of specific programs and services.
    Affected Public: Individuals or households.

------------------------------------------------------------------------
                                             Estimated                  
                                Number of      annual      Frequency of 
             Year              respondents     burden        response   
                                              (hours)                   
------------------------------------------------------------------------
                       Nationwide Inpatient Survey                      
------------------------------------------------------------------------
1998.........................       40,992       15,248  Annually.      
1999.........................       40,992       15,248  Annually.      
2000.........................       40,992       15,248  Annually.      
------------------------------------------------------------------------
                       Nationwide Outpatient Survey                     
------------------------------------------------------------------------
1998.........................       30,672       15,336  Annually.      
1999.........................       30,672       15,336  Annually.      
2000.........................       30,672       15,336  Annually.      
------------------------------------------------------------------------
  Special Emphasis (Different Special Emphasis Programs will be surveyed
     annually; for example, in 1997, VHA is surveying inpatient and     
  outpatient Persian Gulf Veterans and inpatient and outpatient Spinal  
 Cord Injury patients. Special Emphasis program selections have not been
made for FYs 1998-2000. Burden hours for the out-years are based on 1997
                              estimates.)                               
------------------------------------------------------------------------
1998.........................       46,800       18,200  Annually.      
1999.........................       46,800       18,200  Annually.      
2000.........................       46,800       18,200  Annually.      
------------------------------------------------------------------------
  Long Term Care Inpatient (Long Term Care populations will be surveyed 
  annually, and some may change from year to year: for example, in 1997 
VHA is surveying Nursing Home Care and Home Based Primary Care patients.
       Estimates for the out-years are based on 1997 estimates.)        
------------------------------------------------------------------------
1998.........................        4,000        1,333  Annually.      
1999.........................        4,000        1,333  Annually.      
2000.........................        4,000        1,333  Annually.      
------------------------------------------------------------------------
  Long Term Care Outpatient (Long Term Care populations will be surveyed
 annually, and some may change from year to year. Estimates for the out-
                  years are based on 1997 estimates.)                   
------------------------------------------------------------------------
1998.........................        2,507          627  Annually.      
1999.........................        2,507          627  Annually.      
2000.........................        2,507          627  Annually.      
------------------------------------------------------------------------
                        Local Facilities Surveys                        
------------------------------------------------------------------------
1998.........................       12,000        3,000  One-time.      
1999.........................       12,000        3,000  One-time.      
2000.........................       12,000        3,000  One-time.      
------------------------------------------------------------------------

    Most customer satisfaction surveys will be recurring so that the 
VHA can create ongoing measures of performance and to determine how 
well the agency meets customer service standards. Each collection of 
information will consist of the minimum amount of information necessary 
to determine customer needs and to evaluate the VHA's performance. The 
VHA expects to distribute written surveys with a total annual burden of 
approximately 53,744 hours in 1998, 1999, and 2000.
    The areas of concern to the VHA and its customers may change over 
time, and it is important to have the ability to evaluate customer 
concerns quickly. OMB will be requested to grant generic clearance 
approval for a 3-year period to conduct customer satisfaction surveys 
and focus groups. Participation in the surveys will be voluntary and 
the generic clearance will not be used to collect information required 
to obtain or maintain eligibility for a VA program or benefit. In order 
to maximize the voluntary response rates, the information collection 
will be designed to make participation convenient, simple, and free of 
unnecessary barriers. Baseline data obtained through these information 
collections will be used to improve customer service standards. The VHA 
will consult with OMB regarding each specific information collection 
during this approval period.

    Dated: June 3, 1997.

    By direction of the Secretary.
Donald L. Neilson,
Director, Information Management Service.
[FR Doc. 97-15350 Filed 6-11-97; 8:45 am]
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