[Federal Register: November 13, 2003 (Volume 68, Number 219)]
[Notices]
[Page 64425-64427]
From the Federal Register Online via GPO Access [wais.access.gpo.gov]
[DOCID:fr13no03-100]
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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.
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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995
(44 U.S.C. 3501-20), 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 and it includes the actual data collection instrument.
DATES: Comments must be submitted on or before December 12, 2003.
FOR FURTHER INFORMATION OR A COPY OF THE SUBMISSION CONTACT: Denise
McLamb, Records Management Service (005E3), Department of Veterans
Affairs, 810 Vermont Avenue, NW., Washington, DC 20420, (202) 273-8030, FAX (202) 273-5981 or e-mail: denise.mclamb@mail.va.gov. Please refer
to ``OMB Control No. 2900-0569.''
Send comments and recommendations concerning any aspect of the
information collection 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.
2900-0569'' in any correspondence.
SUPPLEMENTARY INFORMATION:
Title: VA Voluntary Customer Surveys to Implement E.O. 12862.
OMB Control Number: 2900-0569.
Type of Review: Extension of a currently approved collection.
Abstract: VBA administers integrated programs of benefits and
services,
[[Page 64426]]
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 September 2, 2003, at pages 52270-52272.
National Survey Activities
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Estimated
Year Number of annual burden Frequency of response
respondents (hours)
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Survey of Veterans' Satisfaction with the VA Compensation and Pension Claims Process
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2004......................................... 24,000 7,920 One-time.
2005......................................... 24,000 7,920 One-time.
2006......................................... 24,000 7,920 One-time.
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Survey of Veterans'/Dependents' and Servicemembers' Satisfaction with the VA Education Claims Process
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2004......................................... 2,968 979 One-time.
2005......................................... 2,968 979 One-time.
2006......................................... 2,968 979 One-time.
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Survey of Educational Institution Certifying Officials
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2005......................................... 1,000 330 One-time.
2006......................................... 1,000 330 One-time.
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Survey of Veterans' Satisfaction with the VA Home Loan Guaranty Process
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2004......................................... 7,560 1,262 One-time.
2005......................................... 7,560 1,262 One-time.
2006......................................... 7,560 1,262 One-time.
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VA Loan Guaranty Lender Satisfaction Survey
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2004......................................... 1,992 498 One-time.
2005......................................... 1,992 498 One-time.
2006......................................... 1,992 498 One-time.
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VA Survey of Veterans' Satisfaction with the Vocational Rehabilitation & Employment Program
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2004......................................... 3,300 1,089 One-time.
2005......................................... 3,300 1,089 One-time.
2006......................................... 3,300 1,089 One-time.
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Insurance Customer Surveys
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2004......................................... 2,800 280 One-time.
2005......................................... 2,800 280 One-time.
2006......................................... 2,800 280 One-time.
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Undetermined Focus Groups (Targeted population groups are to be decided)
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2004......................................... 500 1,000 One-time.
2005......................................... 500 1,000 One-time.
2006......................................... 500 1,000 One-time.
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Telephone Survey
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2004......................................... 7,200 1,224 One-time.
2005......................................... 7,200 1,224 One-time.
2006......................................... 7,200 1,224 One-time.
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VA Regional Office-Based Survey Activities Customer Satisfaction Focus Groups
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2004......................................... 600 1,800 One-time.
2005......................................... 600 1,800 One-time.
2006......................................... 600 1,800 One-time.
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[[Page 64427]]
VA Regional Office-Specific Service Improvement Initiatives (Comment Card)
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2004......................................... 80,000 6,640 One-time.
2005......................................... 80,000 6,640 One-time.
2006......................................... 80,000 6,640 One-time.
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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
80,000 comment cards involving a total of 6,640 hours each year for
2004, 2005, and 2006. In addition, VBA expects to distribute written
surveys with a total annual burden of approximately 16,052 hours in
2004, 16,382 hours in 2005, and 16,382 hours in 2005. The grand totals
for the focus groups, comment cards, and written surveys are 22,692
hours in 2004, 23,022 hours in 2005, and 23,022 hours in 2006.
Anyone may view the results of previously administered surveys on
the internet by going to the following VBA surveys Web site: 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.
Dated: November 3, 2003.
By direction of the Secretary.
Jacqueline Parks,
IT Specialist, Records Management Service.
[FR Doc. 03-28365 Filed 11-12-03; 8:45 am]
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