[Federal Register Volume 65, Number 137 (Monday, July 17, 2000)]
[Notices]
[Pages 44094-44096]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 00-17971]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0569]


Proposed Information Collection Activity: Proposed Collection; 
Comment Request

AGENCY: Veterans Benefits Administration, Department of Veterans 
Affairs.

ACTION: Notice.

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SUMMARY: The Veterans Benefits Administration (VBA) 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 September 15, 2000.

ADDRESSES: Submit written comments on the collection of information to 
Lynne R. Heltman, Veterans Benefits Administration (245), Department of 
Veterans Affairs, 810 Vermont Avenue, NW, Washington, DC 20420. Please 
refer to ``OMB Control No. 2900-0569'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Lynne R. Heltman at (202) 273-5440.

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, VBA 
invites comments on: (1) Whether the proposed collection of information 
is necessary for the proper performance of VBA's functions, including 
whether the information will have practical utility; (2) the accuracy 
of VBA'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 Benefits Administration 
Customer Satisfaction Surveys.
    OMB Control Number: 2900-0569.
    Type of Review: Extension of a currently approved collection.
    Abstract: 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. 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

[[Page 44095]]

service delivery by helping to shape the direction and focus of 
specific programs and services.
    Affected Public: Individuals or households, non-profit 
organizations, educational institutions, veterans' service 
organizations, and businesses or other for-profits.

                                           National Survey Activities
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                                                            Estimated
                                               Number of      annual
                    Year                      respondents     burden             Frequency of  response
                                                             (hours)
----------------------------------------------------------------------------------------------------------------
              Survey of Veterans' Satisfaction With the VA Compensation and Pension Claims Process
----------------------------------------------------------------------------------------------------------------
2001........................................       22,800        5,700  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................       22,800        5,700    Do.
2003........................................       22,800        5,700    Do.
----------------------------------------------------------------------------------------------------------------
                      Survey of Veterans' Satisfaction With the VA Education Claims Process
----------------------------------------------------------------------------------------------------------------
2001........................................        3,200          800  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................        3,200          800    Do.
2003........................................        3,200          800    Do.
----------------------------------------------------------------------------------------------------------------
                             Survey of Educational Institution Certifying Officials
----------------------------------------------------------------------------------------------------------------
2002........................................        1,000          330  One-time.
----------------------------------------------------------------------------------------------------------------
2003........................................        1,000          330    Do.
----------------------------------------------------------------------------------------------------------------
                               Loan Guaranty Customer Satisfaction Survey--Veteran
----------------------------------------------------------------------------------------------------------------
2001........................................        7,200        1,202  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................        7,200        1,202    Do.
2003........................................        7,200        1,202    Do.
----------------------------------------------------------------------------------------------------------------
                               Loan Guaranty Customer Satisfaction Survey--Lender
----------------------------------------------------------------------------------------------------------------
2001........................................        1,000          330  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................        1,000          330    Do.
2003........................................        1,000          330    Do.
----------------------------------------------------------------------------------------------------------------
                              Vocational Rehabilitation & Employment Program Survey
----------------------------------------------------------------------------------------------------------------
2001........................................       10,800        2,700  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................       10,800        2,700    Do.
2003........................................       10,800        2,700    Do.
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                                           Insurance Customer Surveys
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2001........................................        2,800          280  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................        2,800          280    Do.
2003........................................        2,800          280    Do.
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                                            Undetermined Focus Groups
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2001........................................          500        1,000  One-time.
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2002........................................          500        1,000    Do.
2003........................................          500        1,000    Do.
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                                            National Telephone Survey
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2001........................................        7,200        1,224  One-time.
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2002........................................        7,200        1,224    Do.
2003........................................        7,200        1,224    Do.
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     VA Regional Office-Based Survey Activities--VA Regional Office-Based Customer Satisfaction Focus Groups
----------------------------------------------------------------------------------------------------------------
2001........................................          600        1,800  One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................          600        1,800    Do.

[[Page 44096]]

 
2003........................................          600        1,800    Do.
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                   VA Regional Office-Specific Service Improvement Initiatives (Comment Card)
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2001........................................      139,200       11,554  One-time.
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2002........................................      139,200       11,554    Do.
2003........................................      139,200       11,554    Do.
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    Most customer satisfaction surveys will be recurring so that 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 VBA's performance. VBA 
expects to conduct an estimated 100 focus groups and receive up to 
139,200 comment cards involving a total of 14,354 hours each year for 
2001, 2002, and 2003. In addition, VBA expects to distribute written 
surveys with a total annual burden of approximately 12,236 hours in 
2001, 12,566 hours in 2002, and 12,566 hours in 1999. The grand totals 
for both focus groups, comment cards, and written surveys are: 26,590 
hours in 2001, 26,920 hours in 2002, and 26,920 hours in 2003.
    Anyone may view the results of previously administered surveys on 
the internet by going to the following VBA surveys website: http://www.vba.va.gov/surveys/.
    The areas of concern to VBA 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, focus groups 
and to send out comment cards. Participation in the surveys, focus 
groups, and comment cards 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. VBA will consult 
with OMB regarding each specific information collection during this 
approval period.

    Dated: June 16, 2000.

    By direction of the Secretary.
Donald L. Neilson,
Director, Information Management Service.
[FR Doc. 00-17971 Filed 7-14-00; 8:45 am]
BILLING CODE 8320-01-P