47876 Federal Register / Vol. 62, No. 176 / Thursday, September 11, 1997 / Notices

subsequent Presidents. A PMC is mailed

to deceased veterans relatives and

friends honoring their military service

to our Nation. In most cases involving

recent deaths, the local VA regional

office originates the process without a

request from the next-of-kin. With the

automation of the program, the insert

will accompany the issuance of the

original certificate. The insert provides

a convenient method for the recipients

of the original PMC to request

additional certificates and/or

replacement or corrected certificates.

The information will be used by the

NCS to promptly reissue or provide

additional certificates.

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 May

27, 1997 at pages 28756–28757.

Affected Public: Individuals or

households.

Estimated Annual Burden: 925 hours.

Estimated Average Burden Per

Respondent: 2 minutes.

Frequency of Response: On occasion.

Estimated Number of Respondents:

27,740.

Send comments and

recommendations concerning any

aspect of the information collection to

VA’s OMB Desk Officer, Allison Eydt,

OMB Human Resources and Housing

Branch, New Executive Office Building,

Room 10235, Washington, DC 20503

(202) 395–4650. Please refer to ‘‘OMB

Control No. 2900–0567’’ in any

correspondence.

Dated: August 20, 1997.

By direction of the Secretary.

Donald L. Neilson,

Director, Information Management Service.

[FR Doc. 97–24060 Filed 9–10–97; 8:45 am]

BILLING CODE 8320–01–P

DEPARTMENT OF VETERANS

AFFAIRS

[OMB Control No. 2900–0569]

Agency Information Collection

Activities 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 et seq.), this notice

announces that the Veterans Benefits

Administration (VBA), Department of

Veterans Affairs, has submitted 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. In

addition, OMB is being requested to:

a. Grant the VBA a 3-year generic

clearance approval authority.

b. Allow the VBA to establish a

maximum number of annual burden

hours against which burden will be

charged for each survey actually used.

c. Allow for the submission of a

summary of objectives, specific burden

estimates, and all final or near final

survey instruments covered by the

generic clearance for inclusion in the

OMB public docket prior to their use.

DATES: Comments must be submitted on

or before October 14, 1997.

FOR FURTHER INFORMATION OR A COPY OF

THE SUBMISSION CONTACT: Ron Taylor,

Information Management Service

(045A4), Department of Veterans

Affairs, 810 Vermont Avenue, NW,

Washington, DC 20420, (202) 273–8015

or FAX (202) 273–5981. Please refer to

‘‘OMB Control No. 2900–0569.’’

SUPPLEMENTARY INFORMATION:

Title: Generic Clearance for the

Veterans Benefits Administration

Customer Satisfaction Surveys.

OMB Control Number: 2900–0569.

Type of Review: Extension of a

currently approved collection.

Abstract: The VBA administers

integrated programs of benefits and

services, established by law for veterans

and their survivors, and service

personnel. Executive Order 12862,

Setting Customer Service Standards,

requires Federal agencies and

departments to identify and survey its

customers to determine the kind and

quality of services they want and their

level of satisfaction with existing

service. The VBA uses customer

satisfaction surveys to gauge customer

perceptions of VA services as well as

customer expectations and desires. The

results of these information collections

lead to improvements in the quality of

VBA service delivery by helping to

shape the direction and focus of specific

programs and services.

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 June 5,

1997 at pages 30930–30932.

Affected Public: Individuals or

households, non-profit organizations,

educational institutions, veterans’

service organizations, and businesses or

other for-profits.

Listing of Survey Activities: The

following list of activities is a

compendium of VBA’s customer

satisfaction survey plan. The actual

conduct of any particular activity listed

could be affected by circumstances. A

change in, or refinement of, our focus in

a specific area, as well as resource

constraints could require deletion or

substitution of any listed item. If VBA

substitutes or proposes to add a new

activity that falls under the umbrella of

this generic approval, including those

activities that are currently in a

planning stage, OMB will be notified

and will be furnished a copy of

pertinent materials, a description of the

activity and number of burden hours

involved. VBA will conduct periodic

reviews of ongoing survey activities to

ensure that they comply with the PRA.

Survey of Veterans’ Satisfaction with

the VA Compensation & Pension (C&P)

Claims Process: VBA will continue to

gage customer satisfaction levels of

those who experience the C&P claims

adjudication process.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 15 minutes .............. 5,700 hours.

1998 .. 15 minutes .............. 5,700 hours.

1999 .. 15 minutes .............. 5,700 hours.

VA Compensation & Pension Claims

Process Customer Satisfaction Focus

Groups: VBA will conduct 10 focus

groups to solicit customer opinion of the

C&P claims process. Each of the 10

groups will consist of 20 participants.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 2 hours .................... 400 hours.

1998 .. 2 hours .................... 400 hours.

1999 .. 2 hours .................... 400 hours.

Survey of Veterans’ Satisfaction with

the VA Education Claims Process: VBA

will conduct surveys to determine the

customer satisfaction levels of veterans

and their dependents or survivors who

are receiving education benefits from

VA.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 15 minutes .............. 1,000 hours.

1998 .. 15 minutes .............. 800 hours.
Federal Register / Vol. 62, No. 176 / Thursday, September 11, 1997 / Notices 47877

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 15 minutes .............. 800 hours.

VA Education Claims Process Focus

Groups (Certifying Officials, Service

Organization representatives, and

Montgomery GI Bill participants): VBA

will conduct 1 focus group each year

which will be comprised of 10

participants who certify to VA that

veterans are progressing in their chosen

education program, veterans service

organization representatives who assist

veterans in their education claims, and

veterans who are receiving education

benefits under the Montgomery GI Bill.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 2 hours .................... 220 hours.

1998 .. 2 hours .................... 220 hours.

1999 .. 2 hours .................... 220 hours.

VA Loan Customer Service Survey:

VBA will conduct customer satisfaction

surveys of those who have had their

home loan guaranteed by VA.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 15 minutes .............. 575 hours.

1998 .. 15 minutes .............. 575 hours.

VA Loan Guaranty Lender Survey:

VBA will conduct customer satisfaction

surveys of home loan mortgage lenders

that participate in the VA home loan

guaranty program.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 20 minutes .............. 303 hours.

1998 .. 20 minutes .............. 303 hours.

VA Regional Office-Based Loan

Guaranty Surveys: VA regional offices

will conduct customer satisfaction

surveys of veterans as well as home

mortgage lenders and home builders in

their particular areas of jurisdiction.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 10 minutes to 1 hour 257 hours.

1998 .. 10 minutes to 1 hour 262 hours.

1999 .. 10 minutes to 1 hour 262 hours.

VA Regional Office-Based Loan

Guaranty Focus Groups: VA regional

offices will conduct focus groups

consisting of participating loan servicers

and property managers. There will be 2

groups of 75 participants for up to 4

hours and 12 groups of 10 participants

for up to 3 hours respectively.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 3 to 4 hours ............. 960 hours.

1998 .. 3 to 4 hours ............. 960 hours.

1999 .. 3 to 4 hours ............. 960 hours.

VA Regional Office-Based Vocational

Rehabilitation & Counseling Surveys:

VA regional offices will conduct

customer satisfaction surveys of

veterans who have entered a program of

vocational rehabilitation with VA.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 5 to 15 minutes ....... 384 hours.

1998 .. 5 to 15 minutes ....... 506 hours.

1999 .. 5 to 15 minutes ....... 506 hours.

Insurance Customer Surveys: VBA

will continue to conduct customer

satisfaction surveys of veterans who

have life insurance policies

administered by VA.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 6 minutes ................ 216 hours.

1998 .. 6 minutes ................ 280 hours.

1999 .. 6 minutes ................ 280 hours.

Survey of Insurance Interactive Voice

Response Users: VBA will continue to

conduct customer satisfaction surveys of

veterans who have life insurance

policies administered by VA and use the

Interactive Voice Response System

employed at the VA Regional Office &

Insurance Center, Philadelphia, PA.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 12 minutes .............. 41 hours.

VA Regional Office-Based Customer

Satisfaction Surveys: Many VA regional

offices will conduct customer

satisfaction surveys of veterans who

inquire about and/or apply for different

VA benefits.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 3 to 15 minutes ....... 432 hours.

1998 .. 3 to 15 minutes ....... 468 hours.

1999 .. 3 to 15 minutes ....... 468 hours.

VA Regional Office-Based Customer

Satisfaction Focus Groups: Many VA

regional offices will conduct focus

groups comprising veterans who inquire

about and/or apply for different VA

benefits. The groups will commonly

consist of groups of 10 to 12 participants

meeting for 2 to 3 hours at a time.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 2 to 3 hours ............. 767 hours.

1998 .. 2 to 3 hours ............. 767 hours.

1999 .. 2 to 3 hours ............. 767 hours.

VA Regional Office-Based Surveys of

Specialized Population Groups: VA

regional offices will conduct customer

satisfaction surveys of such specialized

population groups as county veterans

officers and Persian Gulf War veterans)

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 10 minutes to 1 hour 125 hours.

1998 .. 10 minutes to 1 hour 115 hours.

1999 .. 10 minutes to 1 hour 115 hours.

VA Regional Office-Based Focus

Groups of Specialized Population

Groups: VA regional offices will

conduct focus groups consisting of such

specialized population groups as

minority veterans, women veterans, and

active duty military personnel.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 2 hours .................... 120 hours.

1999 .. 2 hours .................... 120 hours.

Conceptual Survey Activities: The

VBA is planning or considering survey

activities in the following areas:

Vocational Rehabilitation &

Counseling Service Survey (National):

VBA plans to conduct a national survey

encompassing veterans who are in a VA

Vocational Rehabilitation & Counseling

program.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 30 minutes .............. 5,600 hours.

Vocational Rehabilitation &

Counseling Focus Groups (National):

VBA plans to conduct focus groups that

consist of veterans who are in a VA

Vocational Rehabilitation & Counseling

program. These will include 30 groups

of 10 participants.
47878 Federal Register / Vol. 62, No. 176 / Thursday, September 11, 1997 / Notices

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1998 .. 2 hours .................... 600 hours.

1999 .. 2 hours .................... 600 hours.

VA Loan Customer Service Survey:

VBA plans to develop a new national

survey of veterans who apply for VA

home loan guaranty benefits.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 15 minutes .............. 4,600 hours.

VA Regional Office Specific Service

Improvement Initiatives (Comment

Card): VBA plans to develop a comment

card which would be given to customers

to determine what effect service

improvement initiatives are having on

customer satisfaction.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1997 .. 5 minutes ................ 4,275 hours.

1998 .. 5 minutes ................ 8,550 hours.

1999 .. 5 minutes ................ 8,550 hours.

Survey of Educational Institutions:

VBA plans to develop new survey of

educational institutions where veterans

attend. This survey would gauge the

institution’s level of satisfaction with

their dealings with VA offices.

Year

Estimated average

burden per respondent

Estimated annual burden

1999 .. 15 minutes .............. 250 hours.

Survey of Veterans Who Filed for an

Increase in their Service-Connected

Disability Compensation: VBA plans to

develop a new survey to determine

customer satisfaction levels of those

who have applied for an increase in

their service-connected disability

compensation.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 20 minutes .............. 167 hours.

Survey of Veterans and their

Survivors Who Have Been Denied

Claims for Service-Connected Disability

Compensation or Related Benefits: VBA

plans to develop a new survey of

veterans and survivors to determine

customer satisfaction levels of those

who have been denied benefits.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 20 minutes .............. 167 hours.

Survey of Military Personnel Who are

Separating from Active Duty: VBA plans

to develop a new survey intended to

gauge customer satisfaction expectations

of military personnel as they leave

active service.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1999 .. 20 minutes .............. 167 hours.

Survey of Veterans Service Officers:

VBA plans to develop a new survey

intended to gauge customer satisfaction

levels of Veterans Service Officer that

work in partnership with VA in service

to veterans.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1998 .. 20 minutes .............. 50 hours.

Undetermined Focus Groups: VBA

plans to conduct focus groups

consisting of specific population groups

that have yet to be determined. There

will be approximately 200 focus groups

of 10 participants.

Year

Estimated average

burden per

respondent

Estimated

annual

burden

1998 .. 2 hours .................... 4,000 hours.

1999 .. 2 hours .................... 4,000 hours.

Most customer satisfaction surveys

will be recurring so that the VBA can

create ongoing measures of performance

and to determine how well the agency

meets customer service standards. Each

collection of information will consist of

the minimum amount of information

necessary to determine customer needs

and to evaluate the VBA’s performance.

The VBA expects to conduct focus

groups involving an estimated burden of

2,467 hours during the remainder of

1997, 6,947 hours in 1998, and 7,067

hours in 1999. In addition, the VBA

expects to distribute written surveys

with a total annual burden of

approximately 13,308 hours in 1997,

17,559 hours in 1998, and 27,683 hours

in 1999. The grand totals for both focus

groups and written surveys are—15,775

hours in 1997, 24,506 hours in 1998,

and 34,750 hours in 1999.

The areas of concern to the VBA and

its customers may change over time, and

it is important to have the ability to

evaluate customer concerns quickly.

Participation in the surveys and focus

groups will be voluntary and the generic

clearance will not be used to collect

information required to obtain or

maintain eligibility for a VA program or

benefit. In order to maximize the

voluntary response rates, the

information collection will be designed

to make participation convenient,

simple, and free of unnecessary barriers.

Baseline data obtained through these

information collections will be used to

improve customer service standards.

The VBA will consult with OMB

regarding each specific information

collection during this approval period.

Send comments and

recommendations concerning any

aspect of the information collection to

VA’s OMB Desk Officer, Allison Eydt,

OMB Human Resources and Housing

Branch, New Executive Office Building,

Room 10235, Washington, DC 20503

(202) 395–4650. Please refer to ‘‘OMB

Control No. 2900–0570’’ in any

correspondence.

Dated: August 14, 1997.

By direction of the Secretary.

Donald L. Neilson,

Director, Information Management Service.

[FR Doc. 97–24061 Filed 9–10–97; 8:45 am]

BILLING CODE 8320–01–P

DEPARTMENT OF VETERANS

AFFAIRS

[OMB Control No. 2900–0570]

Agency Information Collection

Activities Under OMB Review

AGENCY: Veterans Health

Administration, Department of Veterans

Affairs.

ACTION: Notice.

SUMMARY: In compliance with the

Paperwork Reduction Act (PRA) of 1995

(44 U.S.C. 3501 et seq.), this notice

announces that the Veterans Health

Administration (VHA), Department of

Veterans Affairs, has submitted 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. In

addition, OMB is being requested to:

a. Grant the VHA a 3-year generic

clearance approval authority.

b. Allow the VHA to establish a

maximum number of annual burden

hours against which burden will be

charged for each survey actually used.

c. Allow for the submission of a

summary of objectives, specific burden