Federal Register, Volume 65 Issue 137 (Monday, July 17, 2000)

[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.
----------------------------------------------------------------------------------------------------------------
Insurance Customer Surveys
----------------------------------------------------------------------------------------------------------------
2001........................................ 2,800 280 One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................ 2,800 280 Do.
2003........................................ 2,800 280 Do.
----------------------------------------------------------------------------------------------------------------
Undetermined Focus Groups
----------------------------------------------------------------------------------------------------------------
2001........................................ 500 1,000 One-time.
----------------------------------------------------------------------------------------------------------------
2002........................................ 500 1,000 Do.
2003........................................ 500 1,000 Do.
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National Telephone Survey
----------------------------------------------------------------------------------------------------------------
2001........................................ 7,200 1,224 One-time.
----------------------------------------------------------------------------------------------------------------
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)
----------------------------------------------------------------------------------------------------------------
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