[Federal Register Volume 64, Number 231 (Thursday, December 2, 1999)]
[Notices]
[Pages 67627-67629]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-31266]


-----------------------------------------------------------------------

DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0227]


Proposed Information Collection Activity: Proposed Collection; 
Comment Request

AGENCY: Veterans Health Administration, Department of Veterans Affairs.

ACTION: Notice.

-----------------------------------------------------------------------

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 reinstatement, with change, of a previously approved 
collection for which approval has expired, and allow 60 days for public 
comment in response to the notice. This notice solicits comments on the 
burden estimates relating to customer satisfaction surveys.
    The purpose of this submission is to request reinstatement of 
approval of previously expired data collections. All surveys were 
previously approved under the Office of Management and Budget (OMB) 
Control No. 2900-0227. At this time VHA wishes to utilize OMB Control 
No. 2900-0227 to consolidate all nation-wide surveys under one approval 
for Headquarters sponsored patient satisfaction surveys. These 
voluntary customer service surveys meet the requirements of Executive 
Order 12862, Setting Customer Service Standards.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before January 31, 2000.

ADDRESSES: Submit written comments on the collection of information to 
Ann Bickoff, Veterans Health Administration (193B1), Department of 
Veterans Affairs, 810 Vermont Avenue, NW, Washington, DC 20420. Please 
refer to ``OMB Control No. 2900-0227'' 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 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: Nation-wide Customer Satisfaction Surveys.
    OMB Control Number: 2900-0227.
    Type of Review: Reinstatement, with change, of a previously 
approved collection for which approval has expired.
    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. 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.

                            Prosthetic Patient Satisfaction Survey, VA Form 10-0142B
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................          27,000              24          10,800  Annual.
                                                            (minutes)
2001.................................          27,000              24          10,800  Annual.
2002.................................          27,000              24          10,800  Annual.
----------------------------------------------------------------------------------------------------------------


[[Page 67628]]


                              Prosthetics Blind Aid Phone Survey, VA Form 10-0142C
----------------------------------------------------------------------------------------------------------------
                                         1Number of       Estimated       Estimated
                 Year                    Respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................           1,900              30             950  Annual.
                                                            (minutes)
2001.................................           1,900              30             950  Annual.
2002.................................           1,900              30             950  Annual.
----------------------------------------------------------------------------------------------------------------


                 Inpatient Satisfaction Survey--Mental Health Insert Included, VA Form 10-1465-1
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................          33,600              15           8,400  Annual.
                                                            (minutes)
2001.................................          33,600              15           8,400  Annual.
2002.................................          33,600              15           8,400  Annual.
----------------------------------------------------------------------------------------------------------------


                            General Outpatient Satisfaction Survey, VA Form 10-1465-3
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................          48,000              15          12,000  Annual.
                                                            (minutes)
2001.................................          48,000              15          12,000  Annual.
2002.................................          48,000              15          12,000  Annual.
----------------------------------------------------------------------------------------------------------------


                           General Outpatient Satisfaction Survey, VA Form 10-1465-3.
        In addition to the above, VA Form 10-1465-3 will be sent to a selection of Gulf Era Outpatients.
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................          23,400              15           5,850  Annual.
                                                            (minutes)
2001.................................          23,400              15           5,850  Annual.
2002.................................          23,400              15           5,850  Annual.
----------------------------------------------------------------------------------------------------------------


                            Spinal Cord Injury Satisfaction Survey, VA Form 10-1465-7
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................           2,686              30           1,343  Annual.
                                                            (minutes)
2001.................................           2,686              30           1,343  Annual.
2002.................................           2,686              30           1,343  Annual.
----------------------------------------------------------------------------------------------------------------


                         Home Based Primary Care Satisfaction Survey, VA Form 10-1465-9
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................           3,876            22.5     1,454 hours  Annual.
                                                            (minutes)
2001.................................           3,876            22.5     1,454 hours  Annual.
2002.................................           3,876            22.5     1,454 hours  Annual.
----------------------------------------------------------------------------------------------------------------


                             Nutrition Analysis Satisfaction Survey, VA Form 10-5387
----------------------------------------------------------------------------------------------------------------
                                          Number of       Estimated       Estimated
                 Year                    respondents     burden hour    annual burden    Frequency of response
----------------------------------------------------------------------------------------------------------------
2000.................................         137,600               2     4,587 hours  Annual.
                                                            (minutes)
2001.................................         137,600               2     4,587 hours  Annual.
2002.................................         137,600               2     4,587 hours  Annual.
----------------------------------------------------------------------------------------------------------------


[[Page 67629]]

    Most customer satisfaction surveys will be recurring so that 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 VHA's performance. VHA 
expects a total annual burden of approximately 45,384 hours in 2000, 
2001, and 2002.
    The areas of concern to 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. VHA 
will consult with OMB regarding each specific information collection 
during this approval period.

    Dated: November 1, 1999.

By direction of the Secretary:
Sandra S. McIntyre,
Program Analyst, Information Management Service.
[FR Doc. 99-31266 Filed 12-1-99; 8:45 am]
BILLING CODE 8320-01-P