69290 Federal Register / Vol. 88, No. 192 / Thursday, October 5, 2023 / Notices 

DEPARTMENT OF VETERANS 

AFFAIRS 

[OMB Control No. 2900–0770] 

Agency Information Collection Activity 

Under OMB Review: Generic Clearance 

for the Collection of Qualitative 

Feedback on Agency Service Delivery 

(VBA, VHA, NCA) 

AGENCY: Veterans Health 

Administration, Department of Veterans 

Affairs. 

ACTION: Notice. 

SUMMARY: In compliance with the 

Paperwork Reduction Act (PRA) of 

1995, this notice announces that the 

Veterans Health Administration, 

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: Written comments and 

recommendations for the proposed 

information collection should be sent 

within 30 days of publication of this 

notice to www.reginfo.gov/public/do/ 

PRAMain. Find this particular 

information collection by selecting 

‘‘Currently under 30-day Review—Open 

for Public Comments’’ or by using the 

search function. Refer to ‘‘OMB Control 

No. 2900–0770.’’ 

FOR FURTHER INFORMATION CONTACT: 

Maribel Aponte, Office of Enterprise 

and Integration, Data Governance 

Analytics (008), 810 Vermont Avenue 

NW, Washington, DC 20420, (202) 266– 

4688 or email maribel.aponte@va.gov. 

Please refer to ‘‘OMB Control No. 2900– 

0770’’ in any correspondence. 

SUPPLEMENTARY INFORMATION: 

Authority: 44 U.S.C. 3501–3521. 

Title: Generic Clearance for the 

Collection of Qualitative Feedback on 

Agency Service Delivery (VBA, VHA, 

NCA). 

OMB Control Number: 2900–0770. 

Type of Review: Revision of a 

currently approved collection. 

Abstract: Order 12862 directs Federal 

agencies to provide service to the public 

that matches or exceeds the best service 

available in the private sector. In order 

to work continuously to ensure that our 

programs are effective and meet our 

customers’ needs, the Department of 

Veterans Affairs (VA) seeks to obtain 

OMB approval of a generic clearance to 

collect qualitative feedback on our 

service delivery for Veterans Benefits 

Administration (VBA); Veterans Health 

Administration (VHA); and National 

Cemetery Administration (NCA). By 

qualitative feedback, we mean 

information that provides useful 

insights on perceptions and opinions, 

but not statistical surveys that yield 

quantitative results that can be 

generalized to the population of study. 

The proposed information collection 

activity provides a means to garner 

qualitative customer and stakeholder 

feedback in an efficient, timely manner, 

in accordance with the Administration’s 

commitment to improving service 

delivery. 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 

VA and its customers and stakeholders. 

It will also allow feedback to contribute 

directly to the improvement of program 

management. 

The solicitation of feedback will target 

areas such as: timeliness, 

appropriateness, accuracy of 

information, courtesy, efficiency of 

service delivery, and resolution of 

issues with service delivery. Responses 

will be assessed to plan and inform 

efforts to improve or maintain the 

quality of service offered to the public. 

If this information is not collected, vital 

feedback from customers and 

stakeholders on the provision of 

services will be unavailable to the 

Agency. 

The Agency will only submit 

information collections for approval 

under this generic clearance if it meets 

the following conditions: 

• The collections are voluntary;

• The collections are low-burden for

respondents (based on considerations of 

total burden hours, total number of 

respondents, or burden-hours per 

respondent) and are low-cost for both 

the respondents and the Federal 

Government; 

• The collections are

noncontroversial and do not raise issues 

of concern to other Federal agencies; 

• Any collection is targeted to the

solicitation of opinions from 

respondents who have experience with 

the program or may have experience 

with the program in the near future; 

• Personally identifiable information

(PII) is collected only to the extent 

necessary and is not retained; 

• Information gathered will be used

only internally for general service 

improvement and program management 

purposes and is not intended for release 

outside of the agency; 

• Information gathered will not be

used for the purpose of substantially 

informing influential policy decisions; 

and 

• Information gathered will yield

qualitative information; the collections 

will not be designed or expected to 

yield statistically reliable results or used 

as though the results are generalizable to 

the population of study. 

The types of collections that this 

generic clearance covers include, but are 

not limited to, Program Satisfaction 

Surveys; Focus Groups; Customer 

Comment Cards; Small Discussion 

Groups of customers, potential 

customers, delivery partners, or other 

stakeholders; Cognitive Laboratory 

Studies, such as those used to refine 

questions or assess usability of a 

website; Qualitative Customer 

Satisfaction Surveys, such as posttransaction surveys and opt-out web 

surveys; In-person Observation Testing, 

such as website or software usability 

tests; and Patient Surveys. As a general 

matter, information collections under 

this clearance will not result in any new 

system of records containing privacy 

information and will not ask questions 

of a sensitive nature, such as sexual 

behavior and attitudes, religious beliefs, 

and other matters that are commonly 

considered private. 

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 at 88 FR 

147 on August 2, 2023, pages 50952 and 

50953. 

Affected Public: Individuals or 

Households; Businesses and 

Organizations; State, Local or Tribal 

Government. 

Estimated Annual Burden: 256,000 

total hours. 

Program Satisfaction Surveys: 75,000. 

Focus Groups: 32,000. 

Customer Comment Cards: 7,500. 

Small Discussion Groups: 2,750. 

Cognitive Laboratory Studies: 30,000. 

Qualitative Customer Satisfaction 

Surveys: 62,500. 

In-Person Observation Testing: 6,000. 

Patient Surveys: 40,250. 

Estimated Average Burden per 

Respondent: 

Program Satisfaction Surveys: 30 

minutes. 

Focus Groups: 60 minutes. 

Customer Comment Cards: 30 

minutes. 

Small Discussion Groups: 30 minutes. 


ddrumheller on DSK120RN23PROD with NOTICES1
Federal Register / Vol. 88, No. 192 / Thursday, October 5, 2023 / Notices 69291 

Cognitive Laboratory Studies: 60 

minutes. 

Qualitative Customer Satisfaction 

Surveys: 30 minutes. 

In-Person Observation Testing: 30 

minutes. 

Patient Surveys: 30 minutes. 

Frequency of Response: Once. 

Estimated Number of Respondents: 

450,000 total. 

Program Satisfaction Surveys: 

150,000. 

Focus Groups: 32,000. 

Customer Comment Cards: 15,000. 

Small Discussion Groups: 5,500. 

Cognitive Laboratory Studies: 30,000. 

Qualitative Customer Satisfaction 

Surveys: 125,000. 

In-Person Observation Testing: 

12,000. 

Patient Surveys: 80,500. 

By direction of the Secretary. 

Maribel Aponte, 

VA PRA Clearance Officer, Office of 

Enterprise and Integration, Data Governance 

Analytics, Department of Veterans Affairs. 

[FR Doc. 2023–22143 Filed 10–4–23; 8:45 am] 

BILLING CODE 8320–01–P 


ddrumheller on DSK120RN23PROD with NOTICES1