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

DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0571]

Proposed Information Collection Activity: Proposed Collection;

Comment Request; Extension

AGENCY: Department of Veterans Affairs

ACTION: Notice

-----------------------------------------------------------------------

SUMMARY: The National Cemetery System (NCS), Office of Management (OM),

and Office of Inspector General (IG) are 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 extension 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 the NCS, OM, and IG customer

satisfaction surveys.

DATES: Written comments and recommendations on the proposed collection

of information should be received on or before August 18, 1997.

ADDRESSES: Submit written comments on the collection of information to

Ron Taylor, Information Management Service (045A4), Department of

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

refer to ``OMB Control No. 2900-0571'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Ron Taylor at (202) 273-8015.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 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 collections of information, comments

are invited on: (1) Whether the proposed collections of information are

necessary for the proper performance of functions, including whether

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

burden estimate of the proposed

[[Page 33154]]

collections 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 collections of information on respondents,

including through the use of automated collection techniques or the use

of other forms of information technology.

Title and Form Number: Generic Clearance for the VA Central Office

Customer Satisfaction Surveys.

OMB Control Number: 2900-0571.

Type of Review: Extension of a currently approved collection.

Abstract: 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 NCS,

OM, and IG use the customer satisfaction surveys to evaluate customer

services as well as customer expectations and desires. The results of

this information collection lead to improvements in the quality of the

NCS, OM, and IG service delivery by helping to shape the direction and

focus of specific services.

Affected Public: Individuals or households; Business or other for-

profit.

----------------------------------------------------------------------------------------------------------------

Estimated

Number of annual

Year respondents burden Frequency

(hours)

----------------------------------------------------------------------------------------------------------------

National Cemetery System Focus Groups With Next of Kin (10 Participants per Group/3 Hours Each Session)

----------------------------------------------------------------------------------------------------------------

1998....................................... 150 450 15 Groups Annually..

1999....................................... 150 450 15 Groups Annually..

2000....................................... 150 450 15 Groups Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Focus Groups With Funeral Directors (10 Participants per Group/3 Hours Each Session)

----------------------------------------------------------------------------------------------------------------

1998....................................... 150 450 15 Groups Annually.

1999....................................... 150 450 15 Groups Annually.

2000....................................... 150 450 15 Groups Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Focus Groups with Veterans Service Organizations (10 Participants per Group/3 Hours

each session)

----------------------------------------------------------------------------------------------------------------

1998....................................... 150 450 15 Groups Annually.

1999....................................... 150 450 15 Groups Annually.

2000....................................... 150 450 15 Groups Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Focus Groups with State Veterans Officers (10 Participants per Group/3 Hours each

Session).

----------------------------------------------------------------------------------------------------------------

1998....................................... 20 60 2 Groups Annually.

1999....................................... 20 60 2 Groups Annually.

2000....................................... 20 60 2 Groups Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Visitor Comments Cards

----------------------------------------------------------------------------------------------------------------

1998....................................... 2,500 420 Twice Annually.

1999....................................... 2,500 420 Twice Annually.

2000....................................... 2,500 420 Twice Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Next of Kin National Customer Satisfaction Survey (Telephone)

1998....................................... 1,150 750 Annually.

1999....................................... 1,150 750 Annually.

2000....................................... 1,150 750 Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Potential Customers National Customer Satisfaction Survey (Telephone)

----------------------------------------------------------------------------------------------------------------

1998....................................... 1,150 750 Annually.

1999....................................... 1,150 750 Annually.

2000....................................... 1,150 750 Annually.

----------------------------------------------------------------------------------------------------------------

National Cemetery System Program/Specialized Service Survey (Telephone)

----------------------------------------------------------------------------------------------------------------

1998....................................... 1,000 250 Annually.

1999....................................... 1,000 250 Annually.

2000....................................... 1,000 250 Annually.

----------------------------------------------------------------------------------------------------------------

Office of Management Accountability Report Pilot Evaluation Form

----------------------------------------------------------------------------------------------------------------

1998....................................... 550 138 Annually.

1999....................................... 550 138 Annually.

2000....................................... 550 138 Annually.

----------------------------------------------------------------------------------------------------------------

Office of Inspector General Patient Questionnaire

----------------------------------------------------------------------------------------------------------------

1998....................................... 1,200 200 Annually.

1999....................................... 1,200 200 Annually.

[[Page 33155]]

2000....................................... 1,200 200 Annually.

----------------------------------------------------------------------------------------------------------------

Most customer satisfaction surveys will be recurring so that the

NCS, OM, and IG 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

organization's performance. The NCS expects to conduct 47 focus groups

annually involving a total of 1,410 hours during the approval period.

In addition, the NCS expects to conduct telephone surveys with a total

annual burden of 1,750 hours. The NCS, OM, and IG will distribute

written surveys with a total annual burden of 758 hours.

The areas of concern to the NCS, OM, and IG and their 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 NCS, OM, and IG will consult with OMB

regarding each specific information collection during this approval

period.

Dated: June 10, 1997.

By direction of the Secretary.

William T. Morgan,

Program Analyst.

[FR Doc. 97-15913 Filed 6-16-97; 8:45 am]

BILLING CODE 8320-01-P