[Federal Register Volume 62, Number 117 (Wednesday, June 18, 1997)]
[Notices]
[Pages 33153-33155]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-15913]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0571]


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

AGENCY: Department of Veterans Affairs

ACTION: Notice

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SUMMARY: The National Cemetery System (NCS), Office of Management (OM), 
and Office of Inspector General (IG) are 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 extension 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 the NCS, OM, and IG customer 
satisfaction surveys.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before August 18, 1997.

ADDRESSES: Submit written comments on the collection of information to 
Ron Taylor, Information Management Service (045A4), Department of 
Veterans Affairs, 810 Vermont Avenue, NW, Washington, DC 20420. Please 
refer to ``OMB Control No. 2900-0571'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Ron Taylor at (202) 273-8015.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 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 collections of information, comments 
are invited on: (1) Whether the proposed collections of information are 
necessary for the proper performance of functions, including whether 
the information will have practical utility; (2) the accuracy of the 
burden estimate of the proposed

[[Page 33154]]

collections 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 collections of information on respondents, 
including through the use of automated collection techniques or the use 
of other forms of information technology.
    Title and Form Number: Generic Clearance for the VA Central Office 
Customer Satisfaction Surveys.
    OMB Control Number: 2900-0571.
    Type of Review: Extension of a currently approved collection.
    Abstract: Executive Order 12862, Setting Customer Service 
Standards, requires Federal agencies and 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 NCS, 
OM, and IG use the customer satisfaction surveys to evaluate customer 
services as well as customer expectations and desires. The results of 
this information collection lead to improvements in the quality of the 
NCS, OM, and IG service delivery by helping to shape the direction and 
focus of specific services.
    Affected Public: Individuals or households; Business or other for-
profit.

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                                                           Estimated                                            
                                              Number of      annual                                             
                    Year                     respondents     burden                    Frequency                
                                                            (hours)                                             
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    National Cemetery System Focus Groups With Next of Kin (10 Participants per Group/3 Hours Each Session)     
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1998.......................................          150          450  15 Groups Annually..                     
1999.......................................          150          450  15 Groups Annually..                     
2000.......................................          150          450  15 Groups Annually.                      
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  National Cemetery System Focus Groups With Funeral Directors (10 Participants per Group/3 Hours Each Session) 
----------------------------------------------------------------------------------------------------------------
1998.......................................          150          450  15 Groups Annually.                      
1999.......................................          150          450  15 Groups Annually.                      
2000.......................................          150          450  15 Groups Annually.                      
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  National Cemetery System Focus Groups with Veterans Service Organizations (10 Participants per Group/3 Hours  
                                                  each session)                                                 
----------------------------------------------------------------------------------------------------------------
1998.......................................          150          450  15 Groups Annually.                      
1999.......................................          150          450  15 Groups Annually.                      
2000.......................................          150          450  15 Groups Annually.                      
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    National Cemetery System Focus Groups with State Veterans Officers (10 Participants per Group/3 Hours each  
                                                    Session).                                                   
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1998.......................................           20           60  2 Groups Annually.                       
1999.......................................           20           60  2 Groups Annually.                       
2000.......................................           20           60  2 Groups Annually.                       
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                                 National Cemetery System Visitor Comments Cards                                
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1998.......................................        2,500          420  Twice Annually.                          
1999.......................................        2,500          420  Twice Annually.                          
2000.......................................        2,500          420  Twice Annually.                          
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              National Cemetery System Next of Kin National Customer Satisfaction Survey (Telephone)            
                                                                                                                
1998.......................................        1,150          750  Annually.                                
1999.......................................        1,150          750  Annually.                                
2000.......................................        1,150          750  Annually.                                
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          National Cemetery System Potential Customers National Customer Satisfaction Survey (Telephone)        
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1998.......................................        1,150          750  Annually.                                
1999.......................................        1,150          750  Annually.                                
2000.......................................        1,150          750  Annually.                                
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                     National Cemetery System Program/Specialized Service Survey (Telephone)                    
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1998.......................................        1,000          250  Annually.                                
1999.......................................        1,000          250  Annually.                                
2000.......................................        1,000          250  Annually.                                
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                         Office of Management Accountability Report Pilot Evaluation Form                       
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1998.......................................          550          138  Annually.                                
1999.......................................          550          138  Annually.                                
2000.......................................          550          138  Annually.                                
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                                Office of Inspector General Patient Questionnaire                               
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1998.......................................        1,200          200  Annually.                                
1999.......................................        1,200          200  Annually.                                

[[Page 33155]]

                                                                                                                
2000.......................................        1,200          200  Annually.                                
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    Most customer satisfaction surveys will be recurring so that the 
NCS, OM, and IG 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 
organization's performance. The NCS expects to conduct 47 focus groups 
annually involving a total of 1,410 hours during the approval period. 
In addition, the NCS expects to conduct telephone surveys with a total 
annual burden of 1,750 hours. The NCS, OM, and IG will distribute 
written surveys with a total annual burden of 758 hours.
    The areas of concern to the NCS, OM, and IG and their 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 and focus groups 
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 NCS, OM, and IG will consult with OMB 
regarding each specific information collection during this approval 
period.

    Dated: June 10, 1997.

    By direction of the Secretary.
William T. Morgan,
Program Analyst.
[FR Doc. 97-15913 Filed 6-16-97; 8:45 am]
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