[Federal Register Volume 65, Number 213 (Thursday, November 2, 2000)]
[Notices]
[Pages 65899-65902]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 00-28074]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0569]


Agency Information Collection Activities Under OMB Review

AGENCY: Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995

[[Page 65900]]

(44 U.S.C. 3501 et seq.), this notice announces that the Veterans 
Benefit Administration, 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.

DATES: Comments must be submitted on or before December 4, 2000.

FOR FURTHER INFORMATION OR A COPY OF THE SUBMISSION CONTACT: Denise 
McLamb, Information Management Service (045A4), Department of Veterans 
Affairs, 810 Vermont Avenue, NW, Washington, DC 20420, (202) 273-8030 
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: 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. 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 July 17, 2000 at pages 44094-44096.
    Affected Public: Individuals or households, Business or other for-
profit.

National Survey Activities

              Survey of Veterans' Satisfaction with The VA Compensation and Pension Claims Process
----------------------------------------------------------------------------------------------------------------
                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................          22,800            5,700   One-time.
2002................................          22,800            5,700   One-time.
2003................................          22,800            5,700   One-time.
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                      Survey of Veterans' Satisfaction with the VA Education Claims Process
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................           3,200              800   One-time.
2002................................           3,200              800   One-time.
2003................................           3,200              800   One-time.
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                             Survey of Educational Institution Certifying Officials
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2002................................           1,000              330   One-time.
2003................................           1,000              330   One-time.
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                               Loan Guaranty Customer Satisfaction Survey--Veteran
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................           7,200            1,202   One-time.
2002................................           7,200            1,202   One-time.
2003................................           7,200            1,202   One-time.
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                               Loan Guaranty Customer Satisfaction Survey--Lender
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................           1,000              330   One-time.
2002................................           1,000              330   One-time.

[[Page 65901]]

 
2003................................           1,000              330   One-time.
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                              Vocational Rehabilitation & Employment Program Survey
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................          10,800            2,700   One-time.
2002................................          10,800            2,700   One-time.
2003................................          10,800            2,700   One-time.
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                                           Insurance Customer Surveys
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................           2,800              280   One-time.
2002................................           2,800              280   One-time.
2003................................           2,800              280   One-time.
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                                            Undetermined Focus Groups
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................             500            1,000   One-time.
2002................................             500            1,000   One-time.
2003................................             500            1,000   One-time.
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                                            National Telephone Survey
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................           7,200            1,224   One-time.
2002................................           7,200            1,224   One-time.
2003................................           7,200            1,224   One-time.
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                           VA Regional Office-Based Customer Satisfaction Focus Groups
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................             600            1,800   One-time.
2002................................             600            1,800   One-time.
2003................................             600            1,800   One-time.
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                   VA Regional Office-Specific Service Improvement Initiatives (Comment Card)
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                                                          Estimated
                Year                     Number of      annual burden             Frequency of response
                                        respondents       (in hours)
----------------------------------------------------------------------------------------------------------------
2001................................         139,200           11,554   One-time.
2002................................         139,200           11,554   One-time.
2003................................         139,200           11,554   One-time.
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[[Page 65902]]

    Most customer satisfaction surveys will be recurring so that 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 VBA's performance. VBA 
expects to conduct an estimated 100 focus groups and receive up to 
139,200 comment cards involving a total of 14,354 hours each year for 
2001, 2002, and 2003. In addition, VBA expects to distribute written 
surveys with a total annual burden of approximately 12,236 hours in 
2001, 12,566 hours in 2002, and 12,566 hours in 2003. The grand totals 
for both focus groups, comment cards, and written surveys are: 26,590 
hours in 2001, 26,920 hours in 2002, and 26,920 hours in 2003.
    Anyone may view the results of previously administered surveys on 
the internet by going to the following VBA surveys website: http://www.vba.va.gov/surveys/.
    The areas of concern to VBA and its customers may change over time, 
and it is important to have the ability to evaluate customer concerns 
quickly. OMB will be requested to grant generic clearance approval for 
a 3-year period to conduct customer satisfaction surveys, focus groups 
and to send out comment cards. Participation in the surveys, focus 
groups, and comment cards 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. 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 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. 2900-0569'' 
in any correspondence.


    Dated: September 25, 2000.
    By direction of the Acting Secretary.
Donald L. Neilson,
Director, Information Management Service.
[FR Doc. 00-28074 Filed 11-1-00; 8:45 am]
BILLING CODE 8320-01-P