[Federal Register Volume 62, Number 176 (Thursday, September 11, 1997)]
[Notices]
[Pages 47876-47878]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-24061]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0569]


Agency Information Collection Activities Under OMB Review

AGENCY: Veterans Benefits Administration, Department of Veterans 
Affairs.

ACTION: Notice.

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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995 
(44 U.S.C. 3501 et seq.), this notice announces that the Veterans 
Benefits Administration (VBA), Department of Veterans Affairs, has 
submitted the collection of information abstracted below to the Office 
of Management and Budget (OMB) for review and comment. The PRA 
submission describes the nature of the information collection and its 
expected cost and burden; it includes the actual data collection 
instrument. In addition, OMB is being requested to:
    a. Grant the VBA a 3-year generic clearance approval authority.
    b. Allow the VBA to establish a maximum number of annual burden 
hours against which burden will be charged for each survey actually 
used.
    c. Allow for the submission of a summary of objectives, specific 
burden estimates, and all final or near final survey instruments 
covered by the generic clearance for inclusion in the OMB public docket 
prior to their use.

DATES: Comments must be submitted on or before October 14, 1997.

FOR FURTHER INFORMATION OR A COPY OF THE SUBMISSION CONTACT: Ron 
Taylor, Information Management Service (045A4), Department of Veterans 
Affairs, 810 Vermont Avenue, NW, Washington, DC 20420, (202) 273-8015 
or FAX (202) 273-5981. Please refer to ``OMB Control No. 2900-0569.''

SUPPLEMENTARY INFORMATION:

    Title: Generic Clearance for the Veterans Benefits Administration 
Customer Satisfaction Surveys.
    OMB Control Number: 2900-0569.
    Type of Review: Extension of a currently approved collection.
    Abstract: The VBA administers integrated programs of benefits and 
services, established by law for veterans and their survivors, and 
service personnel. 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 VBA 
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 
VBA service delivery by helping to shape the direction and focus of 
specific programs and services.
    An agency may not conduct or sponsor, and a person is not required 
to respond to a collection of information unless it displays a 
currently valid OMB control number. The Federal Register Notice with a 
60-day comment period soliciting comments on this collection of 
information was published on June 5, 1997 at pages 30930-30932.
    Affected Public: Individuals or households, non-profit 
organizations, educational institutions, veterans' service 
organizations, and businesses or other for-profits.
    Listing of Survey Activities: The following list of activities is a 
compendium of VBA's customer satisfaction survey plan. The actual 
conduct of any particular activity listed could be affected by 
circumstances. A change in, or refinement of, our focus in a specific 
area, as well as resource constraints could require deletion or 
substitution of any listed item. If VBA substitutes or proposes to add 
a new activity that falls under the umbrella of this generic approval, 
including those activities that are currently in a planning stage, OMB 
will be notified and will be furnished a copy of pertinent materials, a 
description of the activity and number of burden hours involved. VBA 
will conduct periodic reviews of ongoing survey activities to ensure 
that they comply with the PRA.
    Survey of Veterans' Satisfaction with the VA Compensation & Pension 
(C&P) Claims Process: VBA will continue to gage customer satisfaction 
levels of those who experience the C&P claims adjudication process.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  15 minutes...............  5,700 hours.             
1998..............  15 minutes...............  5,700 hours.             
1999..............  15 minutes...............  5,700 hours.             
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    VA Compensation & Pension Claims Process Customer Satisfaction 
Focus Groups: VBA will conduct 10 focus groups to solicit customer 
opinion of the C&P claims process. Each of the 10 groups will consist 
of 20 participants.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  2 hours..................  400 hours.               
1998..............  2 hours..................  400 hours.               
1999..............  2 hours..................  400 hours.               
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    Survey of Veterans' Satisfaction with the VA Education Claims 
Process: VBA will conduct surveys to determine the customer 
satisfaction levels of veterans and their dependents or survivors who 
are receiving education benefits from VA.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  15 minutes...............  1,000 hours.             
1998..............  15 minutes...............  800 hours.               

[[Page 47877]]

                                                                        
1999..............  15 minutes...............  800 hours.               
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    VA Education Claims Process Focus Groups (Certifying Officials, 
Service Organization representatives, and Montgomery GI Bill 
participants): VBA will conduct 1 focus group each year which will be 
comprised of 10 participants who certify to VA that veterans are 
progressing in their chosen education program, veterans service 
organization representatives who assist veterans in their education 
claims, and veterans who are receiving education benefits under the 
Montgomery GI Bill.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  2 hours..................  220 hours.               
1998..............  2 hours..................  220 hours.               
1999..............  2 hours..................  220 hours.               
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    VA Loan Customer Service Survey: VBA will conduct customer 
satisfaction surveys of those who have had their home loan guaranteed 
by VA.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  15 minutes...............  575 hours.               
1998..............  15 minutes...............  575 hours.               
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    VA Loan Guaranty Lender Survey: VBA will conduct customer 
satisfaction surveys of home loan mortgage lenders that participate in 
the VA home loan guaranty program.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  20 minutes...............  303 hours.               
1998..............  20 minutes...............  303 hours.               
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    VA Regional Office-Based Loan Guaranty Surveys: VA regional offices 
will conduct customer satisfaction surveys of veterans as well as home 
mortgage lenders and home builders in their particular areas of 
jurisdiction.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  10 minutes to 1 hour.....  257 hours.               
1998..............  10 minutes to 1 hour.....  262 hours.               
1999..............  10 minutes to 1 hour.....  262 hours.               
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    VA Regional Office-Based Loan Guaranty Focus Groups: VA regional 
offices will conduct focus groups consisting of participating loan 
servicers and property managers. There will be 2 groups of 75 
participants for up to 4 hours and 12 groups of 10 participants for up 
to 3 hours respectively.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  3 to 4 hours.............  960 hours.               
1998..............  3 to 4 hours.............  960 hours.               
1999..............  3 to 4 hours.............  960 hours.               
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    VA Regional Office-Based Vocational Rehabilitation & Counseling 
Surveys: VA regional offices will conduct customer satisfaction surveys 
of veterans who have entered a program of vocational rehabilitation 
with VA.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  5 to 15 minutes..........  384 hours.               
1998..............  5 to 15 minutes..........  506 hours.               
1999..............  5 to 15 minutes..........  506 hours.               
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    Insurance Customer Surveys: VBA will continue to conduct customer 
satisfaction surveys of veterans who have life insurance policies 
administered by VA.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  6 minutes................  216 hours.               
1998..............  6 minutes................  280 hours.               
1999..............  6 minutes................  280 hours.               
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    Survey of Insurance Interactive Voice Response Users: VBA will 
continue to conduct customer satisfaction surveys of veterans who have 
life insurance policies administered by VA and use the Interactive 
Voice Response System employed at the VA Regional Office & Insurance 
Center, Philadelphia, PA.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  12 minutes...............  41 hours.                
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    VA Regional Office-Based Customer Satisfaction Surveys: Many VA 
regional offices will conduct customer satisfaction surveys of veterans 
who inquire about and/or apply for different VA benefits.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  3 to 15 minutes..........  432 hours.               
1998..............  3 to 15 minutes..........  468 hours.               
1999..............  3 to 15 minutes..........  468 hours.               
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    VA Regional Office-Based Customer Satisfaction Focus Groups: Many 
VA regional offices will conduct focus groups comprising veterans who 
inquire about and/or apply for different VA benefits. The groups will 
commonly consist of groups of 10 to 12 participants meeting for 2 to 3 
hours at a time.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  2 to 3 hours.............  767 hours.               
1998..............  2 to 3 hours.............  767 hours.               
1999..............  2 to 3 hours.............  767 hours.               
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    VA Regional Office-Based Surveys of Specialized Population Groups: 
VA regional offices will conduct customer satisfaction surveys of such 
specialized population groups as county veterans officers and Persian 
Gulf War veterans)

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  10 minutes to 1 hour.....  125 hours.               
1998..............  10 minutes to 1 hour.....  115 hours.               
1999..............  10 minutes to 1 hour.....  115 hours.               
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    VA Regional Office-Based Focus Groups of Specialized Population 
Groups: VA regional offices will conduct focus groups consisting of 
such specialized population groups as minority veterans, women 
veterans, and active duty military personnel.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  2 hours..................  120 hours.               
1999..............  2 hours..................  120 hours.               
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    Conceptual Survey Activities: The VBA is planning or considering 
survey activities in the following areas:
    Vocational Rehabilitation & Counseling Service Survey (National): 
VBA plans to conduct a national survey encompassing veterans who are in 
a VA Vocational Rehabilitation & Counseling program.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1999..............  30 minutes...............  5,600 hours.             
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    Vocational Rehabilitation & Counseling Focus Groups (National): VBA 
plans to conduct focus groups that consist of veterans who are in a VA 
Vocational Rehabilitation & Counseling program. These will include 30 
groups of 10 participants.

[[Page 47878]]



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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1998..............  2 hours..................  600 hours.               
1999..............  2 hours..................  600 hours.               
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    VA Loan Customer Service Survey: VBA plans to develop a new 
national survey of veterans who apply for VA home loan guaranty 
benefits.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1999..............  15 minutes...............  4,600 hours.             
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    VA Regional Office Specific Service Improvement Initiatives 
(Comment Card): VBA plans to develop a comment card which would be 
given to customers to determine what effect service improvement 
initiatives are having on customer satisfaction.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1997..............  5 minutes................  4,275 hours.             
1998..............  5 minutes................  8,550 hours.             
1999..............  5 minutes................  8,550 hours.             
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    Survey of Educational Institutions: VBA plans to develop new survey 
of educational institutions where veterans attend. This survey would 
gauge the institution's level of satisfaction with their dealings with 
VA offices.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year               per respondent        Estimated annual burden 
------------------------------------------------------------------------
1999..............   15 minutes..............  250 hours.               
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    Survey of Veterans Who Filed for an Increase in their Service-
Connected Disability Compensation: VBA plans to develop a new survey to 
determine customer satisfaction levels of those who have applied for an 
increase in their service-connected disability compensation.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1999..............  20 minutes...............  167 hours.               
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    Survey of Veterans and their Survivors Who Have Been Denied Claims 
for Service-Connected Disability Compensation or Related Benefits: VBA 
plans to develop a new survey of veterans and survivors to determine 
customer satisfaction levels of those who have been denied benefits.

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                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1999..............  20 minutes...............  167 hours.               
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    Survey of Military Personnel Who are Separating from Active Duty: 
VBA plans to develop a new survey intended to gauge customer 
satisfaction expectations of military personnel as they leave active 
service.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1999..............  20 minutes...............  167 hours.               
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    Survey of Veterans Service Officers: VBA plans to develop a new 
survey intended to gauge customer satisfaction levels of Veterans 
Service Officer that work in partnership with VA in service to 
veterans.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1998..............  20 minutes...............  50 hours.                
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    Undetermined Focus Groups: VBA plans to conduct focus groups 
consisting of specific population groups that have yet to be 
determined. There will be approximately 200 focus groups of 10 
participants.

------------------------------------------------------------------------
                     Estimated average burden                           
       Year              per  respondent       Estimated  annual  burden
------------------------------------------------------------------------
1998..............  2 hours..................  4,000 hours.             
1999..............  2 hours..................  4,000 hours.             
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    Most customer satisfaction surveys will be recurring so that the 
VBA 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 VBA's performance. The 
VBA expects to conduct focus groups involving an estimated burden of 
2,467 hours during the remainder of 1997, 6,947 hours in 1998, and 
7,067 hours in 1999. In addition, the VBA expects to distribute written 
surveys with a total annual burden of approximately 13,308 hours in 
1997, 17,559 hours in 1998, and 27,683 hours in 1999. The grand totals 
for both focus groups and written surveys are--15,775 hours in 1997, 
24,506 hours in 1998, and 34,750 hours in 1999.
    The areas of concern to the VBA and its customers may change over 
time, and it is important to have the ability to evaluate customer 
concerns quickly. 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 VBA will consult with OMB regarding 
each specific information collection during this approval period.
    Send comments and recommendations concerning any aspect of the 
information collection to VA's OMB Desk Officer, Allison Eydt, OMB 
Human Resources and Housing Branch, New Executive Office Building, Room 
10235, Washington, DC 20503 (202) 395-4650. Please refer to ``OMB 
Control No. 2900-0570'' in any correspondence.

    Dated: August 14, 1997.

    By direction of the Secretary.
Donald L. Neilson,
Director, Information Management Service.
[FR Doc. 97-24061 Filed 9-10-97; 8:45 am]
BILLING CODE 8320-01-P