[Federal Register Volume 78, Number 173 (Friday, September 6, 2013)]
[Notices]
[Pages 54957-54958]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-21692]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-NEW]


Proposed Information Collection (Board of Veterans' Appeals, 
Voice of the Veteran Call Center Survey) Activity: Comment Request

AGENCY: Board of Veterans Affairs, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: The Board of Veterans Affairs (BVA), 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 new collection, and allow 60 
days for public comment in response to the notice. This notice solicits 
comments information needed to enable the Board to gauge the 
effectiveness of its Veterans Information Office (VIO) Call Center in 
delivering information and assistance to its Veterans, as well as 
assess the Veterans' overall level of satisfaction with the VIO Call 
Center experience. In addition, the data will be used by the Board to 
make improvements to the VIO Call Center operational processes and 
service delivery, which in turn, will enable the Board to serve its 
Veterans in the most efficient and effective way possible.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before November 5, 2013.

ADDRESSES: Submit written comments on the collection of information 
through the Federal Docket Management System (FDMS) at 
www.Regulations.gov or to Sue Hamlin, BVA, (01C2), Department of 
Veterans Affairs, 810 Vermont Avenue NW., Washington, DC 20420 or email 
[email protected]. Please refer to ``OMB Control No. 2900-NEW Board of 
Veterans' Appeals, Voice of the Veteran Call Center Survey'' in any 
correspondence. During the comment period, comments may be viewed 
online through FDMS.

FOR FURTHER INFORMATION CONTACT: Sue Hamlin at (202) 632-632-5100.

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: Board of Veterans' Appeals, Voice of the Veteran Call Center 
Survey.
    OMB Control Number: 2900-NEW, Board of Veterans' Appeals, Voice of 
the Veteran Call Center Survey.
    Type of Review: New collection.
    Abstract: Currently, the Board collects customer satisfaction on a 
very limited basis. Survey cards are distributed to the appellant if a 
hearing is conducted and the Board relies on respondents to mail in the 
postcard. The survey card only measures the appellant's satisfaction 
with the hearing process and response rates are low. The Board will 
benefit from obtaining direct feedback from its Veterans and appellants 
regarding their recent VIO Call Center experience. Specifically, the 
Veterans' feedback will provide the Board three key benefits: (1) 
Identify what is most important to its Veterans and appellants in 
determining their satisfaction with their VIO Call Center experience; 
(2) determine what to do to improve the call center experience; and (3) 
serve to guide training and/or operational activities aimed at 
enhancing the quality of service provide to its Veterans.

[[Page 54958]]

    Affected Public: Individuals or Households.
    Estimated Annual Burden: 2,000.
    Estimated Average Burden per Respondent: 4 minutes.
    Frequency of Response: Quarterly.
    Estimated Number of Respondents: 20,000.

    Dated: September 3, 2013.

    By direction of the Secretary.
Crystal Rennie,
VA Clearance Officer, U.S. Department of Veterans Affairs.
[FR Doc. 2013-21692 Filed 9-5-13; 8:45 am]
BILLING CODE 8320-01-P