[Federal Register Volume 81, Number 5 (Friday, January 8, 2016)]
[Notices]
[Pages 995-997]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2016-00075]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control Nos., 2900-0782,, 2900-0770, 2900-0609, 2900-0701, 2900-
0712, 2900-0773, 2900-0838, 2900-0834, 2900-0836, 2900-0837, 2900-0835]


Proposed Information Collection (Voice of Veteran Surveys, 
Generic Clearance for the Collection of Qualitative Feedback on Agency 
Service Delivery (National Cemetery Administration, Veterans Benefits 
Affairs, Veterans Health Administration), Survey of Veteran Enrollees' 
Health and Reliance Upon VA, Bereaved Family Member Satisfaction 
Survey, Nation-Wide Customer Satisfaction Surveys (Survey of Healthcare 
Experiences of Patients), Veterans Health Benefits Handbook 
Satisfaction Survey, Veterans Transportation Service Data Collection, 
Center for Verification and Evaluation Site Inspections, Post 
Engagement, Awards & Return on Investment, Center for Verification and 
Evaluation Verification Survey) Activity: Comment Request

AGENCY: Veteran's Experience Office, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: The Veteran's Experience Office, 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 non-substantive 
change request of a currently approved collection, and allow 60 days 
for public comment in response to the notice. This notice solicits 
comments on 11 Information collections for the Veteran's Experience 
Agency Priority Goal, which specifies that four survey questions will 
be incorporated into existing customer experience surveys by Q1 FY2016. 
The information collected will be used by VA departmental leadership to 
track enterprise performance improvements as experienced by our 
Veterans. This notice will serve as notification for any future Non-
substantive Change Information Collection Request adding these four 
customer service questions in the Information Collection Requests.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before March 8, 2016.

ADDRESSES: Submit written comments on the collection of information 
through Federal Docket Management System (FDMS) at www.Regulations.gov 
or to Thomas Pasakarnis, Veteran's Experience Office (008VE), 
Department of Veterans Affairs, 810 Vermont Avenue NW., Washington, DC 
20420 or email to [email protected]. Please refer to ``OMB 
Control No. 2900-VE'' in any correspondence. During the comment period, 
comments may be viewed online through the FDMS.

FOR FURTHER INFORMATION CONTACT: Thomas Pasakarnis at (202) 461-5869 or 
FAX (202) 495-5401.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 104-13; 44 
U.S.C. 3501-21), 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, Veteran's 
Experience 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 VA'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.
    Type of Review: Non-Substantive Change of currently approved 
collections.
    Abstract: For FY16-17, VA set Veterans Experience as an agency 
priority goal to improve Veterans Experience with VA. Because this is a 
new measure, VA developed one brand and three experience measures to 
support the Veterans Experience Agency Priority Goal (APG). VA will add 
four APG questions to each survey identified below. One question deals 
with VA brand, and three questions deal with Veterans experience.

    ``I got the service I needed.''
    ``It was easy to get what I needed.''
    ``I felt like a valued customer.''
    ``I trust VA to fulfill our country's commitment to veterans.''
    Strongly agree
    Agree
    Neither Agree nor Disagree
    Disagree
    Strongly disagree

    Adding these questions is necessary to establish an enterprise 
measure of VA's performance as experienced by our Veterans, as is 
needed to support VA's Veterans Experience FY16-17 APG. VA's goal is to 
incorporate these four survey questions into VA's existing customer 
experience by Q1 FY2016. The information collected will be used by VA 
departmental leadership to track enterprise performance improvements as 
experienced by our Veterans.
    VA expects that it will take approximately one minute for each 
survey respondent to answer these new questions. As set forth below, 
this change is expected to affect approximately 132 instruments 
approved under eleven different OMB control numbers. Together, these 
instruments are nearly 1.5 million times per year. The cumulative 
annual burden of this change is more than 24,000 hours ((1 minute per 
submission * 1,462,937 submissions)/60 minutes per hour = 24,382.28 
hours). There is also some annual cost burden associated with this 
request. Specifically, some of these instruments are administered by 
third-party contractors, who will need to revise the instruments.
    VA has provided a table detailing the full burden information for 
each information collection located at http://www.oprm.va.gov/ers/ers_reports.aspx.

[[Page 996]]

Please note, additional instruments approved under these or additional 
control numbers may be included in the Veteran's Experience initiative 
in the future. Therefore, this online table detailing burden 
information will be updated periodically.

Titles of Affected Collections and Instruments

(1) 2900-0782--Voice of Veteran Surveys
    (1) Compensation Access
    (2) Compensation Servicing
    (3) Pension Access
    (4) Pension Servicing
    (5) Education Access
    (6) Education Servicing
    (7) VR&E Access
    (8) VR&E Servicing
    (9) VR&E Non-Participant
    (10) Loan Guarantee Home Loan Process
    (11) Specialty Adapted Housing Grant Process, mail
(2) 2900-0770--Generic Clearance for the Collection of Qualitative 
Feedback on Agency Service Delivery (National Cemetery Administration, 
Veterans Benefits Affairs, Veterans Health Administration)
    (1) CFM Supplier Satisfaction Survey, form 10-10163
    (2) VLER Program Survey, Undecided Vet Interview, form 10-0457
    (3) Veterans Choice Program Survey, form 10-0450
    (4) Nationwide Dialysis Contracts Program Veterans Survey, form 10-
0455
    (5) VA Courtesy Standards--The Golden Rule Approach Veteran 
Feedback Form, 10-0497
    (6) Phone Apps Focus Group Demographic Questionnaire, form10-0496a
    (7) PTSD Coach App Survey, form 10-0496
    (8) Understanding PTSD for Family Caregivers: Feedback Survey, form 
10-0495
    (9) Building Better Caregivers Satisfaction Survey, form 10-0499
    (10) Building Better Caregiver Phone Survey, form 10-0499
    (11) Clinical Video Telehealth (CVT) Patient Satisfaction Survey, 
form 10-0481a
    (12) Compensation and Pension Examination Program (CPEP) Veterans 
Satisfaction Survey, form 10-0480
    (13) Michael E. DeBakey Patient Satisfaction Survey, form 10-0476
    (14) Food and Nutrition Satisfaction Survey, form 10-0498
    (15) Veterans Transportation Service (VTS) Satisfaction 
Questionnaire, form 10-0517
    (16) Patient Satisfaction Questionnaire: Laboratory P&LMS VA New 
England Healthcare System, form 10-0516
    (17) Project ARCH (Access Received Closer to Home) Patient 
Satisfaction Survey, form 10-0522
    (18) PVAMC Low Vision Patient Satisfaction Survey, form 10-0527
    (19) Vendor Application for Fair, form 10-0528
    (20) Notice Your Nurse: Notice Your NurseThank you card, form 10-
0519
    (21) The Continuity of Medication Management Patient Survey, form 
10-0526
    (22) Caribbean Healthcare System Pathology and Laboratory Medicine, 
form 10-0526
    (23) Tele-Retinal Patient Satisfaction Survey, form 10-0540
    (24) Purchased Care Patient Satisfaction Survey, form 10-0538
    (25) Spinal Cord Home Care Survey, form 10-0542
    (26) Childcare Services Satisfaction Survey, form 10-0531
    (27) Neurology/Rehabilitation Inpatient Program Satisfaction 
Survey, form 10-0546
    (28) Non-VA Care Coordination Veteran Satisfaction Survey, form 10-
0545
    (29) Survey of Veterans' Satisfaction with Income Verification, 
form 10-0541
    (30) Spinal Cord Injury Patient Survey, form 10-0515
    (31) National Family Caregiver Participant Training Feedback Form 
10-0520
    (32) Psychiatric Patient Satisfaction Survey, form 10-0550
    (33) Cardiac Cath Lab Customer Satisfaction Survey, form 10-0547
    (34) Community Living Center (CLC) Satisfaction Survey, form 10-
0548
    (35) Survey of Veterans Perceptions of an Enhanced VA Outpatient 
Prescription Label, form 10-0549
    (36) Dental Service Customer Satisfaction Survey, form 10-0553
    (37) Dental Satisfaction Survey (Spanish version), form 10-0553s
    (38) Office of Mental Health Veteran Satisfaction Survey, form 10-
0554
    (39) Patient Experience of Care Survey, form 10-0552
    (40) VCS Patriot Store and VCS Patriot Cafe Customer Satisfaction 
Survey, form 10-0551
    (41) Epilepsy Centers of Excellence (ECoE) Patient Survey, form10-
0558
    (42) Fraud, Waste and Abuse Complaint Form, 10-0500
    (43) Sodium Dichromate Exposure Exam Feedback Survey, form 10-0559
    (44) Patient Satisfaction Survey- Radiation Oncology WEB survey, 
form 10-10063
    (45) Hem-Oncology Telehealth Satisfaction WEB Survey, form 10-10054
    (46) Vet Appointment Mobile App Survey, form 10-10057
    (47) Telephone Care Services Patient Satisfaction Survey, form 10-
10058
    (48) VISN 20 Telephone Customer Service Experience Satisfaction 
Survey, form 10-10059
    (49) Prosthetics Customer Service Survey, form 10-10125
    (50) Customer Patient Satisfaction Monthly Survey, form 10-10126
    (51) HME Vendor Performance Survey 2014, form 10-10122
    (52) SOU-SORCC Patient Survey, form 10-10145
    (53) Audiology Hearing Aid Questionnaire, form 10-10128
    (54) Advanced Education Veteran Survey -SORCC-Patient, form 10-
10128
    (55) VoV OSI Primary Care Survey--Conjoint Analysis, form 10-10147
    (56) Women's Health Research Network, form 10-10142
    (57) Telehealth Master Preceptor, form 10-10127
    (58) Mental Health Survey, form 10-10129
    (59) Extended Hours Program Evaluation--Non-Users Survey, form 10-
10129
    (60) VISN 1 Extended Hours Evaluation--Users, form 10-10132
    (61) Maternity Care Coordination Experiences of Pregnant Veterans 
Survey, form 10-10131
    (62) State Veterans Home Admin Survey, form 10-10136
    (63) Tobacco and Smoking Cessation Survey, form 10-10136
    (64) Voice of the Veteran (VOV) Satisfaction Survey Office of 
Strategic Integration (OSI) Conjoint Analysis, form 10-10144
    (65) VISN 1 NCL Patient Satisfaction Questionnaire, form 10-10133
    (66) Interview and Discussion Group Protocols for the Institute of 
Medicine: 09-IOM VA MH Services Eval Non-VA Service Users Discussion 
Protocol, form 10-10130
    (67) Battlecreek Urgent Care Survey, form 10-10135
    (68) MEC Notification Survey, form 10-10155
    (69) Caregiver Feedback form. Self-Care Course, form 10-10119
    (70) VISN20 Cancer Care Survey--Veteran Satisfaction, form 10-10164
    (71) Customer Satisfaction Survey on VA Research Communication, VA

[[Page 997]]

Research Currents, form 10-10167
    (72) Patient Satisfaction Survey Boston VAMC Ophthalmology, form 
10-211001NR
    (73) Anticoagulation (warfarin/Coumadin) Patient Satisfaction 
Survey, form 10-211002
    (74) Patient Survey: Waiting Room Television Video Patient 
Education, form 10-211005
    (75) MSCoE Patient Survey, form 10-211003
    (76) PROJECT ARCH (Access Received Closer to Home) Non-
Participating Veterans Survey, form 10-211004
    (77) Outpatient Pharmacy Customer Satisfaction Survey, form 10-
211006NR
    (78) National Patient Centered Community Care Veterans Survey 
Question, form 10-211009
    (79) OKC Dental (Ambulatory) Patient Satisfaction Survey, form 10-
211008
    (80) HEC Enrollment Survey, form 10-211013
    (81) Non-VA-Purchased Care Veteran Survey, form 10-211013
    (82) Survey of Rehabilitation Care, form 10-211010
    (83) Tele-Dermatology Imaging Patient Satisfaction Survey, form 10-
211016
    (84) Home Based Primary Care Survey, Lawton CBOC, form 10-211014
    (85) Dental Insurance Program Survey, form 10-211011
    (86) Survey of Patient Satisfaction at Surgical Service, form 10-
211015
    (87) Survey of Patient Satisfaction at Surgical Service -Spanish, 
form 10-211015SP
    (88) Oklahoma City VAMC Home Based Primary Care (HBPC) Survey, form 
10-211014a
    (89) Telephone Survey on User Experience with VLER Health Exchange'
    (90) Provider Interview Guide, form 2900-0770
    (91) Veteran (Patient) Interview-Guide, form 2900-0770
    (92)
    (93) Online Survey--VHA Customer Value Survey, form 2900-0770
    (94) State Veterans Home Patient Satisfaction, form 2900-0770
    (95) VISN 1 Call Center Telephone Survey Script (Veteran Women), 
form 2900-0770
    (96) Gulf War Newsletter Survey--Office of Public Health, form 
2900-0770
    (97) My HealtheVet (MHV) Web site Redesign Veteran and Family 
Caregiver Demographic Survey, form 2900-0770
    (98) 2014 Post-911CommunicationSurvey-Questionnaire, form 2900-0770
    (99) Claims Clinic Satisfaction Survey (VBA), form 2900-0770
    (100) Feedback US Survey
    (101) Feedback USA Survey Button--KIOSK, form 2900-0770
    (102) Feedback USA Survey Button--Internet Web site, form 2900-0770
    (103) Business Requirements Sessions
    (104) Awards and ROI-2013NVSB (Small Business), form 2900-0770
    (105) Awards and ROI-2013NVSB (Large Business), form 2900-0770
    (106) 2014 National Veterans Small Business Engagement (NVSBE) 
Events Satisfaction, form 2900-0770
    (107) Business Sessions Satisfaction Survey, form?
    (108) CVE Booth Satisfaction, form 2900-0770
    (109) Exhibitor Satisfaction 2900-0770
    (110) Learning Sessions 2900-0770
    (111) NRT Satisfaction 2900-0770
    (112) Senior Leaders Roundtables, 2900-0770
    (113) 2014 NVSBE Post-Engagement Attendees Survey, 2900-0770
    (114) OSDBU Post-Event Evaluation, 2900-0770
    (115) NAC Customer Response Survey--WEB
(3) 2900-0609--Survey of Veteran Enrollees' Health and Reliance Upon VA
    (1) (CATI) Survey of Veteran Enrollees' Health and Reliance Upon 
VA, form 10-21034G
(4) 2900-0701--Bereaved Family Member Satisfaction Survey
    (1) Bereaved Family Member Satisfaction Survey Administered by 
Facility Staff, form 10-21081
(5) 2900-0712--Nation-wide Customer Satisfaction Surveys (Survey of 
Healthcare Experiences of Patients)
    (1) Recently Discharged Patient, form 10-1465-1
    (2) Recently Discharged Inpatient, form 10-1465-2
    (3) Ambulatory Care, form 10-1465-3
    (4) Ambulatory Care, form 10-1465-4
    (5) Ambulatory Care, form 10-1465-5
    (6) Ambulatory Care, form 10-1465-6
    (7) Home Health Care Survey, form 10-1465-7
    (8) In-Center Hemodialysis Care, form 10-1465-8
(6) 2900-0773--Veterans Health Benefits Handbook Satisfaction Survey
    (1) Veterans Health Benefits Handbook Satisfaction Survey, form 10-
0507
(7) 2900-0838--Veterans Transportation Service Data Collection
    (1) Veterans Transportation Service Data Collection Telephonic 
Script
(8) 2900-0834--Center for Verification and Evaluation Site Inspections
    (1) CVE Site Inspection Survey, Historical
    (2) CVE Site Inspection Survey, Regular
(9) 2900-0836--Post Engagement
    (1) 2015 National Veterans Small Business Engagement Post 
Engagement Survey
(10) 2900-0837--Awards & Return on Investment
    (1) Awards and Return on Investment after 2015 National Veterans 
Small Business Engagement (Small Business)
    (2) Awards and Return on Investment after 2015 National Veterans 
Small Business Engagement (Large Business)
(11) 2900-0835--Center for Verification and Evaluation Verification 
Survey
    (1) CVE Pre-Application Survey
    (2) CVE Exit Survey
    (3) CVE Post-Determination Letter

    By direction of the Secretary.
Crystal Rennie,
Department Clearance Officer, Office of Privacy and Records Management, 
Department of Veterans Affairs.
[FR Doc. 2016-00075 Filed 1-7-16; 8:45 am]
 BILLING CODE 8320-01-P