[Federal Register Volume 79, Number 123 (Thursday, June 26, 2014)]
[Notices]
[Page 36381]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2014-14965]



[[Page 36381]]

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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0770]


Agency Information Collection (Generic Clearance for the 
Collection of Qualitative Feedback on Agency Service Delivery) Activity 
Under OMB Review

AGENCY: Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995 
(44 U.S.C. 3501-3521), this notice announces that the Veterans Benefits 
Administration (VBA), Department of Veterans Affairs, will submit the 
collection of information abstracted below to the Office of Management 
and Budget (OMB) for review and comment. The PRA submission describes 
the nature of the information collection and its expected cost and 
burden; it includes the actual data collection instrument.

DATES: Comments must be submitted on or before July 28, 2014.

ADDRESSES: Submit written comments on the collection of information 
through www.Regulations.gov, or to Office of Information and Regulatory 
Affairs, Office of Management and Budget, Attn: VA Desk Officer; 725 
17th St. NW., Washington, DC 20503 or sent through electronic mail to 
[email protected]. Please refer to ``OMB Control No. 2900-
0770'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Crystal Rennie, Enterprise Records 
Service (005R1B), Department of Veterans Affairs, 810 Vermont Avenue 
NW., Washington, DC 20420, (202) 632-7492 or email 
[email protected]. Please refer to ``OMB Control No. 2900-0770.''

SUPPLEMENTARY INFORMATION: 
    Title: Generic Clearance for the Collection of Qualitative Feedback 
on Agency Service Delivery.
    OMB Control Number: 2900-0770.
    Type of Review: Revision of a currently approved collection.
    Abstract: The information collection activity will garner 
qualitative customer and stakeholder feedback in an efficient, timely 
manner, in accordance with the Administration's commitment to improving 
service delivery. By qualitative feedback we mean information that 
provides useful insights on perceptions and opinions, but are not 
statistical surveys that yield quantitative results that can be 
generalized to the population of study. This feedback will provide 
insights into customer or stakeholder perceptions, experiences and 
expectations, provide an early warning of issues with service, or focus 
attention on areas where communication, training or changes in 
operations might improve delivery of products or services. These 
collections will allow for ongoing, collaborative and actionable 
communications between the Agency and its customers and stakeholders. 
It will also allow feedback to contribute directly to the improvement 
of program management.
    Feedback collected under this generic clearance will provide useful 
information, but it will not yield data that can be generalized to the 
overall population. This type of generic clearance for qualitative 
information will not be used for quantitative information collections 
that are designed to yield reliably actionable results, such as 
monitoring trends over time or documenting program performance. Such 
data uses require more rigorous designs that address: the target 
population to which generalizations will be made, the sampling frame, 
the sample design (including stratification and clustering), the 
precision requirements or power calculations that justify the proposed 
sample size, the expected response rate, methods for assessing 
potential non-response bias, the protocols for data collection, and any 
testing procedures that were or will be undertaken prior fielding the 
study. Depending on the degree of influence the results are likely to 
have, such collections may still be eligible for submission for other 
generic mechanisms that are designed to yield quantitative results.
    An agency may not conduct or sponsor, and a person is not required 
to respond to a collection of information unless it displays a 
currently valid OMB control number. The Federal Register Notice with a 
60-day comment period soliciting comments on this collection of 
information was published on March 27, 2014, at pages 7285-7286.
    Affected Public: Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Estimated Annual Burden: 100,000.
    Customer Satisfaction Surveys: 17,500.
    Focus Groups: 17,500.
    Customer Comment Cards: 5,000.
    Small Discussion Groups: 5,000.
    Cognitive Laboratory Studies: 15,000.
    Qualitative Customer Satisfaction Surveys: 17,500.
    In-Person Observation Testing: 5,000.
    Patient Surveys: 17,500.
    Estimated Average Burden per Respondent:

Customer Satisfaction Surveys: 30 minutes.
Focus Groups: 30 minutes.
Customer Comment Cards: 30 minutes.
Small Discussion Groups: 30 minutes.
Cognitive Laboratory Studies: 30 minutes.
Qualitative Customer Satisfaction Surveys: 30 minutes.
In-Person Observation Testing: 30 minutes.
Patient Surveys: 30 minutes.

    Frequency of Response: One time per request.
    Estimated Number of Respondents: 200,000.
    Customer Satisfaction Surveys: 35,000.
    Focus Groups: 35,000.
    Customer Comment Cards: 10,000.
    Small Discussion Groups: 10,000.
    Cognitive Laboratory Studies: 30,000.
    Qualitative Customer Satisfaction Surveys: 35,000.
    In-Person Observation Testing: 10,000.
    Patient Surveys: 35,000.


    Dated: June 23, 2014.

    By direction of the Secretary.
Crystal Rennie,
Department Clearance Officer, Department of Veterans Affairs.
[FR Doc. 2014-14965 Filed 6-25-14; 8:45 am]
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