[Federal Register Volume 68, Number 169 (Tuesday, September 2, 2003)]
[Notices]
[Pages 52270-52272]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 03-22198]


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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 November 2, 2003.

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 or e-
mail [email protected]. 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 (Pub. L. 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

[[Page 52271]]

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 service delivery by helping to shape the direction and focus of 
specific programs and services.
    Affected Public: Individuals or households and, Businesses or other 
for-profits.

                                           National Survey Activities
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                                                                  Estimated
                     Year                         Number of    annual  burden        Frequency of  response
                                                 respondents       (hours)
----------------------------------------------------------------------------------------------------------------
              Survey of Veterans' Satisfaction with the VA Compensation and Pension Claims Process
----------------------------------------------------------------------------------------------------------------
2004.........................................          24,000           7,290  One-time.
2005.........................................          24,000           7,290  One-time.
2006.........................................          24,000           7,290  One-time.
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      Survey of Veterans'/Dependents' and Servicemembers' Satisfaction with the VA Education Claims Process
----------------------------------------------------------------------------------------------------------------
2004.........................................           2,968             979  One-time.
2005.........................................           2,968             979  One-time.
2006.........................................           2,968             979  One-time.
----------------------------------------------
                             Survey of Educational Institution Certifying Officials
----------------------------------------------------------------------------------------------------------------
2004.........................................           1,000             330  One-time.
2005.........................................           1,000             330  One-time.
----------------------------------------------
                     Survey of Veterans' Satisfaction with the VA Home Loan Guaranty Process
----------------------------------------------------------------------------------------------------------------
2004.........................................           7,560           1,262  One-time.
2005.........................................           7,560           1,262  One-time.
2006.........................................           7,560           1,262  One-time.
----------------------------------------------
                                   VA Loan Guaranty Lender Satisfaction Survey
----------------------------------------------------------------------------------------------------------------
2004.........................................           1,992             498  One-time.
2005.........................................           1,992             498  One-time.
2006.........................................           1,992             498  One-time.
----------------------------------------------
           VA Survey of Veterans' Satisfaction with the Vocational Rehabilitation & Employment Program
----------------------------------------------------------------------------------------------------------------
2004.........................................           3,300           1,089  One-time.
2005.........................................           3,300           1,089  One-time.
2006.........................................           3,300           1,089  One-time.
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                                           Insurance Customer Surveys
----------------------------------------------------------------------------------------------------------------
2004.........................................           2,800             280  One-time.
2005.........................................           2,800             280  One-time.
2006.........................................           2,800             280  One-time.
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                    Undetermined Focus Groups (Targeted population groups are to be decided)
----------------------------------------------------------------------------------------------------------------
2004.........................................             500           1,000  One-time.
2005.........................................             500           1,000  One-time.
2006.........................................             500           1,000  One-time.
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                                                Telephone Survey
----------------------------------------------------------------------------------------------------------------
2004.........................................           7,200           1,224  One-time.
2005.........................................           7,200           1,224  One-time.
2006.........................................           7,200           1,224  One-time.
----------------------------------------------
                 VA Regional Office-Based Survey Activities--Customer Satisfaction Focus Groups
----------------------------------------------------------------------------------------------------------------
2004.........................................             600           1,800  One-time.
2005.........................................             600           1,800  One-time.

[[Page 52272]]

 
2006.........................................             600           1,800  One-time.
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                   VA Regional Office-Specific Service Improvement Initiatives (Comment Card)
----------------------------------------------------------------------------------------------------------------
2004.........................................          80,000           6,640  One-time.
2005.........................................          80,000           6,640  One-time.
2006.........................................          80,000           6,640  One-time.
----------------------------------------------------------------------------------------------------------------

    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 
80,000 comment cards involving a total of 6,640 hours each year for 
2004, 2005, and 2006. In addition, VBA expects to distribute written 
surveys with a total annual burden of approximately 16,052 hours in 
2004, 16,382 hours in 2005, and 16,382 hours in 2005. The grand totals 
for both focus groups, comment cards, and written surveys are: 22,692 
hours in 2004, 23,022 hours in 2005, and 23,022 hours in 2006.
    Anyone may view the results of previously administered surveys on 
the internet by going to the following VBA surveys Web site: 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: August 15, 2003.

    By direction of the Secretary.
Jacqueline Parks,
IT Specialist, Records Management Service.
[FR Doc. 03-22198 Filed 8-29-03; 8:45 am]
BILLING CODE 8320-01-P