Federal Register / Vol. 76, No. 71 / Wednesday, April 13, 2011 / Notices 20823 

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, VHA invites 

comments on: (1) Whether the proposed 

collection of information is necessary 

for the proper performance of VHA’s 

functions, including whether the 

information will have practical utility; 

(2) the accuracy of VHA’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: VA Advance Directive: Living 

Will and Durable Power of Attorney for 

Health Care, VA Form 10–0137. 

OMB Control Number: 2900–0556. 

Type of Review: Extension of a 

currently approved collection. 

Abstract: Claimants admitted to a VA 

medical facility complete VA Form 10– 

0137 to appoint a health care agent to 

make decision about his or her medical 

treatment and to record specific 

instructions about their treatment 

preferences in the event they no longer 

can express their preferred treatment. 

VA’s health care professionals use the 

data collected to carry out the claimant’s 

wish. 

Affected Public: Individuals or 

households. 

Estimated Total Annual Burden: 

171,811 hours. 

Estimated Average Burden Per 

Respondent: 30 minutes. 

Frequency of Response: One time. 

Estimated Number of Respondents: 

343,622. 

Dated: April 8, 2011. 

By direction of the Secretary: 

Denise McLamb, 

Program Analyst, Enterprise Records Service. 

[FR Doc. 2011–8898 Filed 4–12–11; 8:45 am] 

BILLING CODE 8320–01–P 

DEPARTMENT OF VETERANS 

AFFAIRS 

[OMB Control No. 2900–New (VOV)] 

Agency Information Collection 

(Veterans Benefits Administration 

(VBA) Voice of the Veteran (VOV) Pilot 

Surveys); Activity Under OMB Review 

AGENCY: Veterans Benefits 

Administration, Department of Veterans 

Affairs. 

ACTION: Notice. 

SUMMARY: In compliance with the 

Paperwork Reduction Act (PRA) of 1995 

(44 U.S.C. 3501–21), 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 and it 

includes the actual data collection 

instrument. 

DATES: Comments must be submitted on 

or before May 13, 2011. 

ADDRESSES: Submit written comments 

on the collection of information through 

http://www.Regulations.gov; or to VA’s 

OMB Desk Officer, OMB Human 

Resources and Housing Branch, New 

Executive Office Building, Room 10235, 

Washington, DC 20503 (202) 395–7316. 

Please refer to ‘‘OMB Control No. 2900– 

New (VOV)’’ in any correspondence. 

FOR FURTHER INFORMATION OR A COPY OF

THE SUBMISSION CONTACT: Denise 

McLamb, Enterprise Records Service 

(005R1B), Department of Veterans 

Affairs, 810 Vermont Avenue, NW., 

Washington, DC 20420, (202) 461–7485, 

FAX (202) 461–0966 or e-mail: 

denise.mclamb@va.gov. Please refer to 

‘‘OMB Control No. 2900–New (VOV).’’ 

SUPPLEMENTARY INFORMATION: 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 

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20824 Federal Register / Vol. 76, No. 71 / Wednesday, April 13, 2011 / Notices 

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 (2) 

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 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. 

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Federal Register / Vol. 76, No. 71 / Wednesday, April 13, 2011 / Notices 20825 

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 

January 24, 2011, at pages 4152–4153. 

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: April 8, 2011. 

By direction of the Secretary. 

Denise McLamb, 

Program Analyst, Enterprise Records Service. 

[FR Doc. 2011–8902 Filed 4–12–11; 8:45 am] 

BILLING CODE 8320–01–P 

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