[Federal Register Volume 76, Number 15 (Monday, January 24, 2011)]
[Notices]
[Pages 4152-4154]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2011-1273]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-New (VOV)]


Proposed Information Collection (Veterans Benefits Administration 
(VBA) Voice of the Veteran (VOV) Pilot Surveys) Activity: Comment 
Request

AGENCY: Veterans Benefits Administration, Department of Veterans 
Affairs.

ACTION: Notice.

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SUMMARY: The Veterans Benefits Administration (VBA), Department of 
Veterans Affairs (VA), 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 new 
collection, and allow 60 days for public comment in response to the 
notice. This notice solicits comments information needed to determine 
beneficiary satisfaction with benefit application and servicing 
processes for the VBA Compensation and Pension (C&P) Service, Education 
(EDU) Service, Vocational Rehabilitation and Employment (VR&E) Service 
and Loan Guaranty (LGY) Service.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before March 25, 2011.

ADDRESSES: Submit written comments on the collection of information 
through the Federal Docket Management System (FDMS) at http://www.Regulations.gov or to Nancy J. Kessinger, Veterans Benefits 
Administration (20M35), Department of Veterans Affairs, 810 Vermont 
Avenue, NW., Washington, DC 20420 or e-mail [email protected]. 
Please refer to ``OMB Control No. 2900-New (VOV)'' in any 
correspondence. During the comment period, comments may be viewed 
online through FDMS.

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FOR FURTHER INFORMATION CONTACT: Nancy J. Kessinger at (202) 461-9769 
or FAX (202) 275-5947.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 104-13; 44 
U.S.C. 3501-3521), 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: Veterans Benefits Administration (VBA) Voice of the Veteran 
(VOV) Pilot Surveys.

a. Compensation and Pension (C&P) Service Surveys

    J.D. Power will be pilot testing three survey instruments for the 
Compensation and Pension (C&P) Service line of business. Based on the 
numerous interviews conducted, JDPA has separated the Veterans 
experience with C&P into two categories--Enrollment in a Benefit and 
Servicing of a Benefit. There will be one survey instrument for the 
Enrollment category that will be used for both compensation and pension 
claimants; compensation beneficiaries and pension beneficiaries will 
receive separate Servicing instruments. The Enrollment questionnaire 
will include factors relating to benefit eligibility and the 
application process, benefit entitlement, benefit information, and VA 
personnel. The Servicing questionnaires will include the same factors 
as Enrollment, with the exception of benefit eligibility and the 
application process factor. The results of the pilot test will be used 
to examine the effectiveness and reliability of the survey instrument, 
including an evaluation of the levels of non-response for each 
question.
    The survey pool for the pilot C&P Enrollment questionnaire will 
include individuals who have received a decision on a compensation or 
pension benefit claim within 30 days prior to the fielding period. The 
sample will be stratified as follows: (1) Type of benefit (i.e., 
Compensation, Pension), (2) claimants who were found eligible, (3) 
claimants who were found ineligible and are not appealing their claim. 
The survey pool for the pilot Compensation servicing questionnaire will 
include individuals who have been receiving compensation benefits for 
at least 6 months or individuals who received a decision on a 
compensation claim 6-18 months prior to the field period. The sample 
will be stratified as follows: (1) Individuals who were granted a 
decision, are receiving benefits and not appealing their benefit, (2) 
individuals who were granted a decision, are receiving benefits and are 
appealing their benefit, (3) individuals who were denied benefits and 
are appealing, (4) individuals who were denied benefits and are not 
appealing. The survey pool for the pilot Pension servicing 
questionnaire will include individuals who have been receiving pension 
benefits for at least 6 months or individuals who received a decision 
on a pension claim 6-18 months prior to the field period. The sample 
will be stratified as follows: (1) Individuals who were granted a 
decision, are receiving benefits and not appealing their benefit, (2) 
individuals who were granted a decision, are receiving benefits and are 
appealing for additional special benefits (i.e., Aid and Attendance, 
Housebound), (3) individuals who were denied benefits and are 
appealing.

b. Education (EDU) Service Surveys

    J.D. Power will be pilot testing two survey instruments for the 
Education (EDU) Service line of business. Based on the numerous 
interviews conducted, JDPA has separated the Veterans experience with 
Education into two categories--Enrollment in a Benefit and Servicing of 
a Benefit. There will be one survey instrument for the Enrollment 
category and one survey instrument for the Servicing category. The 
Enrollment questionnaire will include factors relating to benefit 
eligibility and the application process, benefit entitlement, benefit 
information, and VA personnel. The Servicing questionnaire will include 
the same factors as Enrollment, with the exception of benefit 
eligibility and the application process factor. The results of the 
pilot test will be used to examine the effectiveness and reliability of 
the survey instrument, including an evaluation of the levels of non-
response for each question.
    The survey pool for the pilot Education Enrollment questionnaire 
will include individuals who have received a decision on their 
education benefit application within 90 days (i.e., the original end-
product has been cleared within the past 90 days) prior to the fielding 
period. The sample will be stratified as follows: (1) Accepted and 
enrolled, (2) accepted and not enrolled, (3) denied. The survey pool 
for the pilot Education Servicing questionnaire will include 
beneficiaries who have been enrolled and receiving education benefit 
payments for at least 2 consecutive school terms prior to the fielding 
period.

c. Loan Guaranty (LGY) Service Surveys

    J.D. Power will be pilot testing two survey instruments for the 
Loan Guaranty (LGY) Service line of business. Based on the numerous 
interviews conducted, JDPA has separated the Veterans experience with 
Loan Guaranty into two categories--Home Loan Enrollment and Processing, 
and Specially Adapted Housing Servicing (Assessment and Grant Process). 
There will be one survey instrument for the Home Loan category, and one 
survey instrument for the Specially Adapted Housing category. The Home 
Loan Enrollment questionnaire will include factors relating to benefit 
eligibility and the application process, benefit entitlement, benefit 
information, and VA personnel. Additionally, the Home Loan 
questionnaire will address areas specific to the Loan Process. The 
Specially Adapted Housing Servicing questionnaire will include the same 
factors as Home Loan, but will address the grant process rather than 
the loan process. The results of the pilot test will be used to examine 
the effectiveness and reliability of the survey instrument, including 
an evaluation of the levels of non-response for each question.
    The survey pool for the pilot LGY Enrollment questionnaire will 
include individuals who closed a VA home loan in the 30 days prior to 
the fielding period. The sample will be stratified as follows: (1) 
Those who closed on purchase loans, (2) those who received loans for 
interest rate reductions, and (3) those who obtained cash out or other 
refinancing. The survey pool for the pilot SAH servicing questionnaire 
will include individuals who are eligible for a specially adapted 
housing grant in FY 2009. The sample will be stratified as follows: (1) 
Those who have not yet applied, (2) those who have applied but have not 
yet received a decision, (3) those who have received an approval on 
their grant and are currently somewhere in post-approval, (4) those who 
have had all their funds disbursed and final accounting is not yet 
complete, and (5) those who have had

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all of their funds disbursed and final accounting is complete.

d. Vocational Rehabilitation and Employment (VR&E) Service Surveys

    J.D. Power will be pilot testing three survey instruments for the 
Vocational Rehabilitation and Employment (VR&E) Service line of 
business. Based on the numerous interviews conducted, JDPA has 
separated the Veterans experience with Education into three 
categories--Enrollment in a Benefit, Servicing of a Benefit, and 
Escaped Beneficiaries. There will be one survey instrument for the 
Enrollment category, one survey instrument for the Servicing category, 
and one survey instrument for the Escaped Beneficiary category. The 
Enrollment questionnaire will include factors relating to benefit 
eligibility and the application process, benefit entitlement, benefit 
information, and VA personnel. The Servicing questionnaire will include 
the same factors as Enrollment, with the exception of benefit 
eligibility and the application process factor. The Escaped Beneficiary 
questionnaire will include similar factors to Enrollment and Servicing; 
however, the questionnaire will address the experience that is unique 
to potential beneficiaries who applied for the benefit but decided not 
to pursue the benefit or services provided, including the reasons why 
they chose not to continue with the benefit application process or the 
VR&E program. The results of the pilot test will be used to examine the 
effectiveness and reliability of the survey instrument, including an 
evaluation of the levels of non-response for each question.
    The survey pool for the pilot VR&E Enrollment questionnaire will 
include individuals who had an initial meeting with their VR&E 
counselor and were granted a decision regarding their entitlement in 
the past 60 days prior to the fielding period. The sample will be 
stratified as follows: (1) Those who applied, showed up for an initial 
appointment, were found entitled to and decided to pursue the program, 
(2) those who applied, showed up for an initial appointment, were found 
entitled to and decided not to pursue the program, (3) those who 
applied, showed up for an initial appointment and were not found 
entitled to the program. The survey pool for the pilot VR&E Servicing 
questionnaire will include individuals who have entered and been 
enrolled in one of the five tracks for at least 60 days prior to the 
fielding period. The sample will be stratified as follows: (1) Veterans 
who are currently participating, (2) Veterans who have been 
rehabilitated, (3) Veterans who did not fully complete program 
(negative closures), and (4) Veterans who have reached maximum 
rehabilitation gain and could not proceed in program. The survey pool 
for the pilot VR&E Escaped Beneficiary questionnaire will include 
individuals who dropped out of the program prior to completing a 
rehabilitation plan. The sample will be stratified as follows: (1) 
Applicants who never attended the initial meeting with a counselor, (2) 
applicants who were determined to be entitled and did not complete a 
rehabilitation plan, and (3) applicants who started, but did not 
complete rehabilitation (i.e., negative closures).
    OMB Control Number: 2900--New (VOV).
    Type of Review: New collection.
    Abstract: In 2008, VBA recognized a need to develop and design an 
integrated, comprehensive Voice of the Veteran (VOV) measurement 
program for their lines of business. This continuous measurement 
program will help VBA understand what is important to Veterans relative 
to VBA services and will provide VA/VBA leadership with actionable and 
timely customer feedback on how VBA is performing against those 
metrics. Insights will help identify opportunities for improvement and 
measure the impact of improvement initiatives.
    The program started with numerous interviews with stakeholders at 
various levels within the VBA organization and Veterans Service 
Organizations to identify information needs and perceived gaps in 
current processes. Surveys are designed to address those needs.
    VBA has engaged J.D. Power and Associates to conduct this survey 
initiative. The questionnaires are drafted in accordance with the J.D. 
Power and Associates Index Model--the cornerstone of all proprietary 
and syndicated research studies conducted by J.D. Power. The model will 
allow J.D. Power to quantify, based on the survey data, what is most 
important and least important with regard to satisfying our nation's 
Veterans.
    All survey instruments for each line of business, Compensation and 
Pension Service, Education Service, Vocational Rehabilitation and 
Employment Service, and Loan Guaranty Service, will contain common 
factors to allow VBA to compare scores across lines of business. In 
addition, JDPA will be in a position to provide VBA with an Overall 
Satisfaction score for their experience across all benefits provided by 
VBA.
    Affected Public: Individuals and Households.
    Estimated Annual Burden:
    a. Compensation and Pension (C&P) Service Surveys--3,000 hours.
    b. Education (EDU) Service Surveys--1,500 hours.
    c. Loan Guaranty (LGY) Service Surveys--1,125 hours.
    d. Vocational Rehabilitation and Employment (VR&E) Service 
Surveys--1,875 Hours
    Estimated Average Burden per Respondent: 15 minutes.
    Frequency of Response: One time.
    Estimated Number of Respondents:
    a. Compensation and Pension (C&P) Service Surveys--12,000.
    b. Education (EDU) Service Surveys--6,000.
    c. Loan Guaranty (LGY) Service Surveys--4,500.
    d. Vocational Rehabilitation and Employment (VR&E) Service 
Surveys--7,500.

    Dated: January 18, 2011.

    By direction of the Secretary.
Denise McLamb,
Program Analyst, Enterprise Records Service.
[FR Doc. 2011-1273 Filed 1-21-11; 8:45 am]
BILLING CODE 8320-01-P