[Federal Register Volume 65, Number 95 (Tuesday, May 16, 2000)]
[Notices]
[Pages 31210-31212]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 00-12235]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0227]


Agency Information Collection Activities Under OMB Review

AGENCY: Veterans Health 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 
Health Administration (VHA), 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.

DATES: Comments must be submitted on or before June 15, 2000.

FOR FURTHER INFORMATION OR A COPY OF THE SUBMISSION CONTACT: Denise 
McLamb, Information Management Service (045A4), Department of Veterans 
Affairs, 810 Vermont Avenue, NW., Washington, DC 20420, (202) 273-8030 
or FAX (202) 273-5981. Please refer to ``OMB Control No. 2900-0227.''

SUPPLEMENTARY INFORMATION:
    Title: Nation-wide Customer Satisfaction Surveys.
    OMB Control Number: 2900-0227.

[[Page 31211]]

    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 services. 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.
    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 December 2, 1999 at pages 67627-67629.
    Affected Public: Individuals or households.

Prosthetic Patient Satisfaction Survey, VA Form 10-0142B

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................          27,000              24          10,800  Occasion
2001.................................          27,000              24          10,800  Occasion
2002.................................          27,000              24          10,800  Occasion
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Prosthetics Blind Aid Phone Survey, VA Form 10-0142C

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................           1,900              30             950  Occasion
2001.................................           1,900              30             950  Occasion
2002.................................           1,900              30             950  Occasion
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Inpatient Satisfaction Survey--Mental Health Insert Included, VA Form 
10-1465-1

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................          33,600            22.5          12,600  Occasion
2001.................................          33,600            22.5          12,600  Occasion
2002.................................          33,600            22.5          12,600  Occasion
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General Outpatient Satisfaction Survey, VA Form 10-1465-3

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................          48,000              15          12,000  Occasion
2001.................................          48,000              15          12,000  Occasion
2002.................................          48,000              15          12,000  Occasion
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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.

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................          23,400              15           5,850  Occasion
2001.................................          23,400              15           5,850  Occasion
2002.................................          23,400              15           5,850  Occasion
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Spinal Cord Injury Satisfaction Survey, VA Form 10-1465-7

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                                                          Estimated
                 Year                     Number of      burden hour      Estimated      Frequency of response
                                         respondents      (minutes)    annual  burden
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2000.................................           2,686              30           1,343  Occasion
2001.................................           2,686              30           1,343  Occasion
2002.................................           2,686              30           1,343  Occasion
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[[Page 31212]]

Home Based Primary Care Satisfaction Survey, VA Form 10-1465-9

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                                                          Estimated       Estimated
                 Year                     Number of      burden hour   annual  burden    Frequency of response
                                         respondents      (minutes)        (hours)
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2000.................................           3,876              15             969  Occasion
2001.................................           3,876              15             969  Occasion
2002.................................           3,876              15             969  Occasion
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Nutrition Analysis Satisfaction Survey, VA Form 10-5387

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                                                          Estimated       Estimated
                 Year                     Number of      burden hour   annual  burden    Frequency of response
                                         respondents      (minutes)        (hours)
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2000.................................         137,600               2           4,587  Occasion
2001.................................         137,600               2           4,587  Occasion
2002.................................         137,600               2           4,587  Occasion
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    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 49,099 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.
    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. 2900-0227'' in any correspondence.

    Dated: April 25, 2000.

    By direction of the Secretary.
Sandra McIntyre,
Management Analyst, Information Management Service.
[FR Doc. 00-12235 Filed 5-15-00; 8:45 am]
BILLING CODE 8320-01-P