Proposed Information Collection Activity: Proposed Collection; Comment Request; Revision

DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0569]

Proposed Information Collection Activity: Proposed Collection;

Comment Request; Revision

AGENCY: Veterans Benefits Administration, Department of Veterans

Affairs.

ACTION: Notice.

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SUMMARY: The Veterans Benefits Administration (VBA) is announcing an

opportunity for public comment on the proposed collection of certain

information by the agency. Under the Paperwork Reduction Act (PRA) of

1995, Federal agencies are required to publish notice in the Federal

Register concerning each proposed collection of information, including

each proposed revision of a currently approved collection, and allow 60

days for public comment in response to the notice. This notice solicits

comments on requirements relating to customer satisfaction surveys.

DATES: Written comments and recommendations on the proposed collection

of information should be received on or before August 4, 1997.

ADDRESSES: Submit written comments on the collection of information to

Lynne R. Heltman, Veterans Benefits Administration (243F), Department

of Veterans Affairs, 810 Vermont Avenue, N.W, Washington, DC 20420.

Please refer to ``OMB Control No. 2900-0569'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Lynne R. Heltman at (202) 273-5440.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Public Law 104-13; 44

U.S.C., 3501-3520), Federal agencies must obtain approval from the

Office of Management and Budget (OMB) for each collection of

information they conduct or sponsor. This request for comment is being

made pursuant to section 3506(c)(2)(A) of the PRA.

With respect to the following collection of information, VBA

invites comments on: (1) whether the proposed collection of information

is necessary for the proper performance of VBA's functions, including

whether the information will have practical utility; (2) the accuracy

of VBA's estimate of the burden of the proposed collection of

information; (3) ways to enhance the quality, utility, and clarity of

the information to be collected; and (4) ways to minimize the burden of

the collection of information on respondents, including through the use

of automated collection techniques or the use of other forms of

information technology.

Title: Generic Clearance for the Veterans Benefits Administration

Customer Satisfaction Surveys.

OMB Control Number: 2900-0569.

Type of Review: Revision 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.

Affected Public: Individuals or households, non-profit

organizations, educational institutions, veterans' service

organizations, and businesses or other for-profits.

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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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1997.......................................... 22,800 5,700 One-time.

1998.......................................... 22,800 5,700 One-time.

1999.......................................... 22,800 5,700 One-time.

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VA Compensation and Pension Claims Process Customer Satisfaction Focus Groups

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1997.......................................... 200 400 One-time.

1998.......................................... 200 400 One-time.

1999.......................................... 200 400 One-time.

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Survey of Veterans' Satisfaction With the VA Education Claims Process

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1997.......................................... 4,000 1,000 One-time.

1998.......................................... 3,200 800 One-time.

1999.......................................... 3,200 800 One-time.

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VA Education Claims Process Focus Groups (Certifying Official Needs, Montgomery GI Bill, and Service

Organization Focus Groups)

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1997.......................................... 140 220 One-time.

1998.......................................... 140 220 One-time.

1999.......................................... 140 220 One-time.

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VA Loan Customer Service Survey

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1997.......................................... 2,300 575 One-time.

1998.......................................... 2,300 575 One-time.

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VA Loan Guaranty Lender Survey

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1997.......................................... 909 303 One-time.

1998.......................................... 909 303 One-time.

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VA Regional Office-Based Loan Guaranty Surveys

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1997.......................................... 980 257 One-time.

1998.......................................... 980 262 One-time.

1999.......................................... 980 262 One-time.

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VA Regional Office-Based Loan Guaranty Focus Groups (Loan Servicer and Realtor Focus Groups)

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1997.......................................... 210 960 One-time.

1998.......................................... 210 960 One-time.

1999.......................................... 210 960 One-time.

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VA Regional Office-Based Vocational Rehabilitation and Counseling Surveys

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1997.......................................... 2,174 384 One-time.

1998.......................................... 2,164 506 One-time.

1999.......................................... 2,164 506 One-time.

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Insurance Customer Surveys

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1997.......................................... 2,160 216 One-time.

1998.......................................... 2,808 280 One-time.

1999.......................................... 2,808 280 One-time.

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Survey of Insurance Interactive Voice Response Users

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1997.......................................... 200 41 One-time.

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VA Regional Office-Based Customer Satisfaction Surveys

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1997.......................................... 3,912 423 One-time.

1998.......................................... 4,056 468 One-time.

1999.......................................... 4,056 468 One-time.

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VA Regional Office-Based Customer Satisfaction Focus Groups

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1997.......................................... 402 767 One-time.

1998.......................................... 402 767 One-time.

1999.......................................... 402 767 One-time.

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VA Regional Office Specific Service Improvement Initiatives (Comment Card)

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1997.......................................... 800 4,275 One-time.

1998.......................................... 1,600 8,550 One-time.

1999.......................................... 1,600 8,550 One-time.

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VA Regional Office-Based Surveys Of Specialized Population Groups (Veterans Service Officers and Persian Gulf

War Veterans)

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1997.......................................... 556 125 One-time.

1998.......................................... 546 115 One-time.

1999.......................................... 546 115 One-time.

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[[Page 30932]]

VA Regional Office-Based Focus Groups of Specialized Population Groups (Female Veterans, Minority Veterans,

Active Duty Military Personnel, and Separating Active Duty Military Personnel) (Note: 2-year surveys)

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1997.......................................... 60 120 One-time.

1999.......................................... 60 120 One-time.

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Vocational Rehabilitation and Counseling Service Survey (National Survey)

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1999.......................................... 11,200 5,600 One-time.

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Vocational Rehabilitation and Counseling Focus Groups (National Survey)

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1998.......................................... 300 600 One-time.

1999.......................................... 300 600 One-time.

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VA Loan Customer Service Survey

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1999.......................................... 18,400 4,600 One-time.

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Survey of Educational Institutions

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1999.......................................... 1,000 250 One-time.

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Survey of Veterans Who Filed for an Increase in Their Service-Connected Disability Compensation

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1999.......................................... 500 167 One-time.

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Survey of Veterans and Their Survivors Who Have Been Denied Claims for Service-Connected Disability Compensation

or Related Benefits

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1999.......................................... 500 167 One-time.

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Survey of Military Personnel Who Are Separating From Active Duty

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1999.......................................... 500 167 One-time.

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Survey of Veterans Service Officers

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1998.......................................... 150 50 One-time.

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Undetermined Focus Groups (To Assess Issues and Canvass Population Groups Not Yet Identified)

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1998.......................................... 2,000 4,000 One-time.

1999.......................................... 2,000 4,000 One-time.

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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 62 focus groups involving a total of 2,467 hours

during the remainder of 1997; 282 focus groups involving an estimated

6,947 hours in 1998; and 292 focus groups involving an estimated 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. OMB will be requested to grant generic clearance

approval for a 3-year period to conduct customer satisfaction surveys

and focus groups. 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.

Dated: May 14, 1997.

By direction of the Secretary

Donald L. Neilson,

Director, Information Management Service.

[FR Doc. 97-14665 Filed 6-4-97; 8:45 am]

BILLING CODE 8320-01-P