41162 Federal Register / Vol. 86, No. 144 / Friday, July 30, 2021 / Notices 

2017 Forrester Federal Customer 

Experience Index show that, on average, 

Government services lag nine 

percentage points behind the private 

sector. A modern, streamlined and 

responsive customer experience means: 

Raising government-wide customer 

experience to the average of the private 

sector service industry; developing 

indicators for high-impact Federal 

programs to monitor progress towards 

excellent customer experience and 

mature digital services; and providing 

the structure (including increasing 

transparency) and resources to ensure 

customer experience is a focal point for 

agency leadership. To support this, 

OMB Circular A–11 Section 280 

established government-wide standards 

for mature customer experience 

organizations in government and 

measurement. To enable Federal 

programs to deliver the experience 

taxpayers deserve, they must undertake 

three general categories of activities: 

Conduct ongoing customer research, 

gather and share customer feedback, and 

test services and digital products. 

These data collection efforts may be 

either qualitative or quantitative in 

nature or may consist of mixed 

methods. Additionally, data may be 

collected via a variety of means, 

including but not limited to electronic 

or social media, direct or indirect 

observation (i.e., in person, video and 

audio collections), interviews, 

questionnaires, surveys, and focus 

groups. Veterans Experience Office will 

limit its inquiries to data collections 

that solicit strictly voluntary opinions or 

responses. Steps will be taken to ensure 

anonymity of respondents in each 

activity covered by this request. 

The results of the data collected will 

be used to improve the delivery of 

Federal services and programs. It will 

include the creation of personas, 

customer journey maps, and reports and 

summaries of customer feedback data 

and user insights. Veterans Experience 

Office will collect this information by 

electronic means when possible, as well 

as by mail, fax, telephone, technical 

discussions, and in-person interviews. 

Veterans Experience Office may also 

utilize observational techniques to 

collect this information. 

Collections will be 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. For 

the purposes of this request, 

‘‘customers’’ are individuals, 

businesses, and organizations that 

interact with a Federal Government 

agency or program, either directly or via 

a Federal contractor. This could include 

individuals or households; businesses 

or other for-profit organizations; not-for 

profit institutions; State, local or tribal 

governments; Federal government; and 

Universities. 

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 84 FR 

149 on August 2, 2019, pages 37953 and 

37954. No comments on this data 

collection request were submitted by the 

public. 

Affected Public: Individuals or 

Households. 

Estimated Annual Burden: 1,750,000. 

Estimated Average Burden per 

Respondent: Varied, dependent upon 

the data collection method used. The 

possible response time to complete a 

questionnaire or survey may be 2 

minutes or up to 2 hours to participate 

in an interview. 

Frequency of Response: Varied, 

dependent upon the data collection 

method used. 

Estimated Number of Respondents: 

3,500,000. 

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. 2021–16224 Filed 7–29–21; 8:45 am] 

BILLING CODE 8320–01–P 

DEPARTMENT OF VETERANS 

AFFAIRS 

AR27—Notice of Request for 

Information on the Department of 

Veterans Affairs’ Eligibility 

Considerations for the Veterans 

Cemetery Grants Program 

AGENCY: Department of Veterans Affairs. 

ACTION: Request for information. 

SUMMARY: State and Tribal veterans’ 

cemetery grant applicants that seek to 

participate in the Department of 

Veterans Affairs (VA) Veterans 

Cemetery Grants Program (VCGP) must, 

to qualify for a grant, solely inter and 

memorialize eligible persons, which 

includes Veterans and certain family 

members. Through this request for 

information, VA seeks comments to 

help inform VA’s understanding of 

issues affecting States and Tribal 

Organizations in meeting burial and 

other needs of their National Guard and 

Reservist populations with respect to 

burial in VA grant-funded cemeteries. 

DATES: Comments are due by August 30, 

2021. 

ADDRESSES: Comments must be 

submitted through www.Regulations.gov 

and will be available for public viewing, 

inspection or copies. 

FOR FURTHER INFORMATION CONTACT: 

George Eisenbach, Director, Veterans 

Cemetery Grants Program, National 

Cemetery Administration (40), 

Department of Veterans Affairs, 810 

Vermont Avenue NW, Washington, DC 

20420, (202) 632–7369 (this is not a tollfree telephone number). 

SUPPLEMENTARY INFORMATION: VA seeks 

stakeholder input to improve our 

understanding of issues impacting 

States and Tribal Organizations (as 

those terms are defined in 38 CFR 39.2) 

in serving their National Guard 

servicemembers and Reservists. The 

Secretary seeks information on the 

questions listed below. Commenters do 

not need to address each question and 

should focus on those that relate to their 

expertise or perspectives. To the extent 

possible, please clearly indicate which 

questions you address in your response. 

We are particularly interested in 

feedback from States and Tribal 

Organizations that are participating in 

VCGP or that are contemplating 

participation. 

Currently for VCGP purposes, a State 

or Tribal veterans cemetery must be 

operated solely for the interment of 

Veterans, their spouses, surviving 

spouses, minor children, unmarried 

adult children who were physically or 

mentally disabled and incapable of selfsupport, and eligible parents of certain 

deceased service members, as set out in 

section 38 CFR 39.10(a). We seek input 

on the below questions: 

D Should VCGP cemeteries be able to 

inter non-Veteran members of the 

Reserve components of the U.S. Armed 

Forces (including members of the Army 

and Air National Guard of the United 

States) who otherwise would not be 

eligible for burial in a VA national 

cemetery, as well as their spouses and 

certain dependents? Why or why not? 

D If VCGP cemeteries were permitted 

to inter these individuals, are there any 

conditions that should be met or certain 

ways that VA should administer this 

extension to the program? For example, 

should grantees pay costs associated 

with cemetery development, interment, 

and memorialization relating to the nonVeteran decedents referenced above? 

Again, we welcome your feedback on 

these questions. 

Paperwork Reduction Act 

This request for information 

constitutes a general solicitation of 


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Federal Register / Vol. 86, No. 144 / Friday, July 30, 2021 / Notices 41163 

public comments as described in the 

implementing regulations of the 

Paperwork Reduction Act of 1995 at 5 

CFR 1320.3(h)(4). Therefore, this request 

for information does not constitute an 

information collection under the 

Paperwork Reduction Act of 1995 and 

does not impose any information 

collection requirements. Consequently, 

there is no need for review by the Office 

of Management and Budget under the 

authority of the Paperwork Reduction 

Act of 1995 (44 U.S.C. 3501 et seq.). 

Signing Authority 

Denis McDonough, Secretary of 

Veterans Affairs approved this 

document on July 15, 2021 and 

authorized the undersigned to sign and 

submit the document to the Office of the 

Federal Register for publication 

electronically as an official document of 

the Department of Veterans Affairs. 

Luvenia Potts, 

Regulations Development Coordinator, Office 

of Regulation Policy & Management, Office 

of General Counsel, Department of Veterans 

Affairs. 

[FR Doc. 2021–16291 Filed 7–29–21; 8:45 am] 

BILLING CODE 8320–01–P 


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