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

DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0570]

Proposed Information Collection Activity: Proposed Collection;

Comment Request; Revision

AGENCY: Veterans Health Administration, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: The Veterans Health Administration (VHA) 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 11, 1997.

ADDRESSES: Submit written comments on the collection of information to

Ann Bickoff, Veterans Health Administration (161A4), Department of

Veterans Affairs, 810 Vermont Avenue, NW, Washington, DC 20420. Please

refer to ``OMB Control No. 2900-0570'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Ann Bickoff at (202) 273-8310.

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, VHA

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

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

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

of VHA'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 Health Administration

Customer Satisfaction Surveys.

OMB Control Number: 2900-0570.

Type of Review: Revision of a currently approved collection.

Abstract: Executive Order 12862, Setting Customer Service

Standards, requires Federal agencies and

[[Page 32149]]

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 VHA 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 VHA service delivery by helping to shape

the direction and focus of specific programs and services.

Affected Public: Individuals or households.

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Estimated

Number of annual Frequency of

Year respondents burden response

(hours)

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Nationwide Inpatient Survey

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1998......................... 40,992 15,248 Annually.

1999......................... 40,992 15,248 Annually.

2000......................... 40,992 15,248 Annually.

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Nationwide Outpatient Survey

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1998......................... 30,672 15,336 Annually.

1999......................... 30,672 15,336 Annually.

2000......................... 30,672 15,336 Annually.

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Special Emphasis (Different Special Emphasis Programs will be surveyed

annually; for example, in 1997, VHA is surveying inpatient and

outpatient Persian Gulf Veterans and inpatient and outpatient Spinal

Cord Injury patients. Special Emphasis program selections have not been

made for FYs 1998-2000. Burden hours for the out-years are based on 1997

estimates.)

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1998......................... 46,800 18,200 Annually.

1999......................... 46,800 18,200 Annually.

2000......................... 46,800 18,200 Annually.

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Long Term Care Inpatient (Long Term Care populations will be surveyed

annually, and some may change from year to year: for example, in 1997

VHA is surveying Nursing Home Care and Home Based Primary Care patients.

Estimates for the out-years are based on 1997 estimates.)

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1998......................... 4,000 1,333 Annually.

1999......................... 4,000 1,333 Annually.

2000......................... 4,000 1,333 Annually.

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Long Term Care Outpatient (Long Term Care populations will be surveyed

annually, and some may change from year to year. Estimates for the out-

years are based on 1997 estimates.)

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1998......................... 2,507 627 Annually.

1999......................... 2,507 627 Annually.

2000......................... 2,507 627 Annually.

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Local Facilities Surveys

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1998......................... 12,000 3,000 One-time.

1999......................... 12,000 3,000 One-time.

2000......................... 12,000 3,000 One-time.

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Most customer satisfaction surveys will be recurring so that the

VHA 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 VHA's performance. The

VHA expects to distribute written surveys with a total annual burden of

approximately 53,744 hours in 1998, 1999, and 2000.

The areas of concern to the VHA 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 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 VHA

will consult with OMB regarding each specific information collection

during this approval period.

Dated: June 3, 1997.

By direction of the Secretary.

Donald L. Neilson,

Director, Information Management Service.

[FR Doc. 97-15350 Filed 6-11-97; 8:45 am]

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