[Federal Register Volume 68, Number 33 (Wednesday, February 19, 2003)]
[Notices]
[Pages 8083-8084]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 03-4003]


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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.

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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 revision of a currently approved collection, 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 a revision of a 
currently approved data collection under 2900-0227. VA plans to 
incorporate a revision of Part II (Census of Health of Veterans, SF 36 
and VA Forms 10-21034 and 20-20134a through f) of the former 2900-0609. 
The consolidation of these existing data collections will decrease the 
public's reporting burden. 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 April 21, 2003.

ADDRESSES: Submit written comments on the collection of information to 
Ann W. Bickoff (193B1), Department of Veterans Affairs, 810 Vermont 
Avenue, NW., Washington, DC 20420 or e-mail: [email protected]. 
Please refer to ``OMB Control No. 2900-0609'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Ann Bickoff at (202) 273-8310.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 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: Revision of a currently approved collection.
    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.
    Titles:
    a. Prosthetics Care and Service, VA Form 10-0142b.
    b. Experiences of Patients Recently Discharged Inpatient, VA Form 
10-1465-1.
    c. Experiences of Patients Ambulatory Care, VA Form 10-1465-3.
    d. Food Service and Nutritional Care Analysis, VA Form 10-5387.
    OMB Control Number: 2900-0227.
    Type of Review: Revision of a currently approved collection.
    Abstract: 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

[[Page 8084]]

minimum amount of information necessary to determine customer needs and 
to evaluate VHA's performance.
    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.
    Affected Public: Individuals or Households.
    Estimated Annual Burden: 207,287 hours.
    a. Prosthetics Care and Service, VA Form 10-0142b -- 7,200.
    b. Experiences of Patients Recently Discharged Inpatient, VA Form 
10-1465-1 -- 35,000.
    c. Experiences of Patients Ambulatory Care, VA Form 10-1465-3 -- 
160,500.
    d. Food Service and Nutritional Care Analysis, VA Form 10-5387 -- 
4,587.
    Estimated Average Burden Per Respondent: 23 minutes.
    a. Prosthetics Care and Service, VA Form 10-0142b -- 24 minutes.
    b. Experiences of Patients Recently Discharged Inpatient, VA Form 
10-1465-1 -- 30 minutes.
    c. Experiences of Patients Ambulatory Care, VA Form 10-1465-3 -- 30 
minutes.
    d. Food Service and Nutritional Care Analysis, VA Form 10-5387 -- 2 
minutes.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 546,600.
    a. Prosthetics Care and Service, VA Form 10-0142b -- 18,000.
    b. Experiences of Patients Recently Discharged Inpatient, VA Form 
10-1465-1 -- 70,000.
    c. Experiences of Patients Ambulatory Care, VA Form 10-1465-3 -- 
321,000.
    d. Food Service and Nutritional Care Analysis, VA Form 10-5387 -- 
137,600.

    Dated: February 5, 2003.

    By direction of the Secretary.
Martin Hill,
Management Analyst, Records Management Service.
[FR Doc. 03-4003 Filed 2-18-03; 8:45 am]
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