[Federal Register Volume 85, Number 40 (Friday, February 28, 2020)]
[Notices]
[Pages 12064-12065]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-04094]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0571]


Agency Information Collection Activity: (Customer Satisfaction 
Surveys)

AGENCY: National Cemetery Administration (NCA), Department of Veterans 
Affairs.

ACTION: Notice.

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SUMMARY: National Cemetery Administration (NCA), 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 extension of a 
currently approved collection, and allow 60 days for public comment in 
response to the notice. This notice solicits comments on the collection 
of perceptions of the quality of service afforded by the National 
Cemetery Administration as judged by next of kin of those interred, or 
funeral directors who facilitate these interments.

DATES: Written comments and recommendations on the proposed collection 
of information should be received on or before April 28, 2020.

ADDRESSES: Submit written comments on the collection of information 
through Federal Docket Management System (FDMS) at www.Regulations.gov 
or to Mr. James Geleta, National Cemetery Administration (42A), 
Department of Veterans Affairs, 810 Vermont Avenue NW, Washington, DC 
20420 or email to [email protected]. Please refer to ``OMB Control 
No. 2900-0571'' in any correspondence. During the comment period, 
comments may be viewed online through FDMS.

FOR FURTHER INFORMATION CONTACT: Ms. Cynthia Harvey-Pryor at (202) 461-
5870.

SUPPLEMENTARY INFORMATION: 
    Under the PRA of 1995, 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, NCA 
invites comments on: (1) Whether the proposed collection of information 
is necessary for the proper performance of NCA's functions, including 
whether the information will have practical utility; (2) the accuracy 
of NCA'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.
    Authority: Public Law 104-13; 44 U.S.C. 3501-3521.
    Title: Customer Satisfaction Surveys.
    OMB Control Number: 2900-0571.
    Type of Review: Extension of a currently approved collection.
    Abstract: Improving Customer Service through Effective Performance 
Management, NCA will conduct surveys to determine the level of 
satisfaction with existing services among their customers. The surveys 
will solicit voluntary opinions and are not intended to collect 
information required to obtain or maintain eligibility for a VA program 
or benefit. Baseline data obtained through these information 
collections are used to validate customer service standards.
    Affected Public: Individuals and households interring Veterans or 
eligible dependents, and funeral directors facilitating such 
interments.

I. National Cemetery Mail Surveys

a. National Cemeteries Next of Kin/Family Member and Funeral Director 
Satisfaction Surveys

    Estimated Annual Burden: 14,500 hours.
    Estimated Average Burden per Respondent: 30 minutes.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 29,000.

b. State or Tribal Veterans Cemeteries Next of Kin/Family Member and 
Funeral Director Satisfaction Surveys

    Estimated Annual Burden: 9,500 hours.
    Estimated Average Burden per Respondent: 30 minutes.

[[Page 12065]]

    Frequency of Response: On occasion.
    Estimated Number of Respondents: 19,000.

II. Program/Specialized Service Survey

a. VA Memorial Products Next of Kin/Family Member and Funeral Director 
Satisfaction Surveys

    Estimated Annual Burden: 1, 500 hours.
    Estimated Average Burden per Respondent: 30 minutes.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 6,000.

III. National Cemetery Focus Groups

a. Focus Groups With Next of Kin

    Estimated Annual Burden: 150 hours.
    Estimated Average Burden per Respondent: 3 hours.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 50.

b. Focus Groups With Funeral Directors

    Estimated Annual Burden: 150 hours.
    Estimated Average Burden per Respondent: 3 hours.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 50.

c. Focus Groups With Veteran Service Organizations

    Estimated Annual Burden: 150 hours.
    Estimated Average Burden Per Respondent: 3 hours.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 50.

IV. National Cemetery Visitor Comment Cards (Local Use)

    Estimated Annual Burden: 208 hours.
    Estimated Average Burden Per Respondent: 5 minutes.
    Frequency of Response: On occasion.
    Estimated Number of Respondents: 2,500.

    By direction of the Secretary.
Danny S. Green,
Department Clearance Officer, Office of Quality, Performance and Risk, 
Department of Veterans Affairs.
[FR Doc. 2020-04094 Filed 2-27-20; 8:45 am]
 BILLING CODE 8320-01-P