Agency Information Collection Activities Under OMB Review

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.

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

SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995

(44 U.S.C. 3501 et seq.), 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; it includes the actual data collection

instrument. In addition, OMB is being requested to:

a. Grant the VBA a 3-year generic clearance approval authority.

b. Allow the VBA to establish a maximum number of annual burden

hours against which burden will be charged for each survey actually

used.

c. Allow for the submission of a summary of objectives, specific

burden estimates, and all final or near final survey instruments

covered by the generic clearance for inclusion in the OMB public docket

prior to their use.

DATES: Comments must be submitted on or before October 14, 1997.

FOR FURTHER INFORMATION OR A COPY OF THE SUBMISSION CONTACT: Ron

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

Affairs, 810 Vermont Avenue, NW, Washington, DC 20420, (202) 273-8015

or FAX (202) 273-5981. Please refer to ``OMB Control No. 2900-0569.''

SUPPLEMENTARY INFORMATION:

Title: Generic Clearance for the Veterans Benefits Administration

Customer Satisfaction Surveys.

OMB Control Number: 2900-0569.

Type of Review: Extension 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.

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 June 5, 1997 at pages 30930-30932.

Affected Public: Individuals or households, non-profit

organizations, educational institutions, veterans' service

organizations, and businesses or other for-profits.

Listing of Survey Activities: The following list of activities is a

compendium of VBA's customer satisfaction survey plan. The actual

conduct of any particular activity listed could be affected by

circumstances. A change in, or refinement of, our focus in a specific

area, as well as resource constraints could require deletion or

substitution of any listed item. If VBA substitutes or proposes to add

a new activity that falls under the umbrella of this generic approval,

including those activities that are currently in a planning stage, OMB

will be notified and will be furnished a copy of pertinent materials, a

description of the activity and number of burden hours involved. VBA

will conduct periodic reviews of ongoing survey activities to ensure

that they comply with the PRA.

Survey of Veterans' Satisfaction with the VA Compensation & Pension

(C&P) Claims Process: VBA will continue to gage customer satisfaction

levels of those who experience the C&P claims adjudication process.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 15 minutes............... 5,700 hours.

1998.............. 15 minutes............... 5,700 hours.

1999.............. 15 minutes............... 5,700 hours.

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

VA Compensation & Pension Claims Process Customer Satisfaction

Focus Groups: VBA will conduct 10 focus groups to solicit customer

opinion of the C&P claims process. Each of the 10 groups will consist

of 20 participants.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 2 hours.................. 400 hours.

1998.............. 2 hours.................. 400 hours.

1999.............. 2 hours.................. 400 hours.

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

Survey of Veterans' Satisfaction with the VA Education Claims

Process: VBA will conduct surveys to determine the customer

satisfaction levels of veterans and their dependents or survivors who

are receiving education benefits from VA.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 15 minutes............... 1,000 hours.

1998.............. 15 minutes............... 800 hours.

[[Page 47877]]

1999.............. 15 minutes............... 800 hours.

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

VA Education Claims Process Focus Groups (Certifying Officials,

Service Organization representatives, and Montgomery GI Bill

participants): VBA will conduct 1 focus group each year which will be

comprised of 10 participants who certify to VA that veterans are

progressing in their chosen education program, veterans service

organization representatives who assist veterans in their education

claims, and veterans who are receiving education benefits under the

Montgomery GI Bill.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 2 hours.................. 220 hours.

1998.............. 2 hours.................. 220 hours.

1999.............. 2 hours.................. 220 hours.

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

VA Loan Customer Service Survey: VBA will conduct customer

satisfaction surveys of those who have had their home loan guaranteed

by VA.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 15 minutes............... 575 hours.

1998.............. 15 minutes............... 575 hours.

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

VA Loan Guaranty Lender Survey: VBA will conduct customer

satisfaction surveys of home loan mortgage lenders that participate in

the VA home loan guaranty program.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 20 minutes............... 303 hours.

1998.............. 20 minutes............... 303 hours.

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

VA Regional Office-Based Loan Guaranty Surveys: VA regional offices

will conduct customer satisfaction surveys of veterans as well as home

mortgage lenders and home builders in their particular areas of

jurisdiction.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 10 minutes to 1 hour..... 257 hours.

1998.............. 10 minutes to 1 hour..... 262 hours.

1999.............. 10 minutes to 1 hour..... 262 hours.

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

VA Regional Office-Based Loan Guaranty Focus Groups: VA regional

offices will conduct focus groups consisting of participating loan

servicers and property managers. There will be 2 groups of 75

participants for up to 4 hours and 12 groups of 10 participants for up

to 3 hours respectively.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 3 to 4 hours............. 960 hours.

1998.............. 3 to 4 hours............. 960 hours.

1999.............. 3 to 4 hours............. 960 hours.

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

VA Regional Office-Based Vocational Rehabilitation & Counseling

Surveys: VA regional offices will conduct customer satisfaction surveys

of veterans who have entered a program of vocational rehabilitation

with VA.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 5 to 15 minutes.......... 384 hours.

1998.............. 5 to 15 minutes.......... 506 hours.

1999.............. 5 to 15 minutes.......... 506 hours.

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

Insurance Customer Surveys: VBA will continue to conduct customer

satisfaction surveys of veterans who have life insurance policies

administered by VA.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 6 minutes................ 216 hours.

1998.............. 6 minutes................ 280 hours.

1999.............. 6 minutes................ 280 hours.

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

Survey of Insurance Interactive Voice Response Users: VBA will

continue to conduct customer satisfaction surveys of veterans who have

life insurance policies administered by VA and use the Interactive

Voice Response System employed at the VA Regional Office & Insurance

Center, Philadelphia, PA.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 12 minutes............... 41 hours.

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

VA Regional Office-Based Customer Satisfaction Surveys: Many VA

regional offices will conduct customer satisfaction surveys of veterans

who inquire about and/or apply for different VA benefits.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 3 to 15 minutes.......... 432 hours.

1998.............. 3 to 15 minutes.......... 468 hours.

1999.............. 3 to 15 minutes.......... 468 hours.

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

VA Regional Office-Based Customer Satisfaction Focus Groups: Many

VA regional offices will conduct focus groups comprising veterans who

inquire about and/or apply for different VA benefits. The groups will

commonly consist of groups of 10 to 12 participants meeting for 2 to 3

hours at a time.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 2 to 3 hours............. 767 hours.

1998.............. 2 to 3 hours............. 767 hours.

1999.............. 2 to 3 hours............. 767 hours.

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

VA Regional Office-Based Surveys of Specialized Population Groups:

VA regional offices will conduct customer satisfaction surveys of such

specialized population groups as county veterans officers and Persian

Gulf War veterans)

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 10 minutes to 1 hour..... 125 hours.

1998.............. 10 minutes to 1 hour..... 115 hours.

1999.............. 10 minutes to 1 hour..... 115 hours.

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

VA Regional Office-Based Focus Groups of Specialized Population

Groups: VA regional offices will conduct focus groups consisting of

such specialized population groups as minority veterans, women

veterans, and active duty military personnel.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 2 hours.................. 120 hours.

1999.............. 2 hours.................. 120 hours.

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

Conceptual Survey Activities: The VBA is planning or considering

survey activities in the following areas:

Vocational Rehabilitation & Counseling Service Survey (National):

VBA plans to conduct a national survey encompassing veterans who are in

a VA Vocational Rehabilitation & Counseling program.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 30 minutes............... 5,600 hours.

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

Vocational Rehabilitation & Counseling Focus Groups (National): VBA

plans to conduct focus groups that consist of veterans who are in a VA

Vocational Rehabilitation & Counseling program. These will include 30

groups of 10 participants.

[[Page 47878]]

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

Estimated average burden

Year per respondent Estimated annual burden

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

1998.............. 2 hours.................. 600 hours.

1999.............. 2 hours.................. 600 hours.

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

VA Loan Customer Service Survey: VBA plans to develop a new

national survey of veterans who apply for VA home loan guaranty

benefits.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 15 minutes............... 4,600 hours.

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

VA Regional Office Specific Service Improvement Initiatives

(Comment Card): VBA plans to develop a comment card which would be

given to customers to determine what effect service improvement

initiatives are having on customer satisfaction.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1997.............. 5 minutes................ 4,275 hours.

1998.............. 5 minutes................ 8,550 hours.

1999.............. 5 minutes................ 8,550 hours.

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

Survey of Educational Institutions: VBA plans to develop new survey

of educational institutions where veterans attend. This survey would

gauge the institution's level of satisfaction with their dealings with

VA offices.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 15 minutes.............. 250 hours.

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

Survey of Veterans Who Filed for an Increase in their Service-

Connected Disability Compensation: VBA plans to develop a new survey to

determine customer satisfaction levels of those who have applied for an

increase in their service-connected disability compensation.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 20 minutes............... 167 hours.

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

Survey of Veterans and their Survivors Who Have Been Denied Claims

for Service-Connected Disability Compensation or Related Benefits: VBA

plans to develop a new survey of veterans and survivors to determine

customer satisfaction levels of those who have been denied benefits.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 20 minutes............... 167 hours.

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

Survey of Military Personnel Who are Separating from Active Duty:

VBA plans to develop a new survey intended to gauge customer

satisfaction expectations of military personnel as they leave active

service.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1999.............. 20 minutes............... 167 hours.

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

Survey of Veterans Service Officers: VBA plans to develop a new

survey intended to gauge customer satisfaction levels of Veterans

Service Officer that work in partnership with VA in service to

veterans.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1998.............. 20 minutes............... 50 hours.

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

Undetermined Focus Groups: VBA plans to conduct focus groups

consisting of specific population groups that have yet to be

determined. There will be approximately 200 focus groups of 10

participants.

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

Estimated average burden

Year per respondent Estimated annual burden

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

1998.............. 2 hours.................. 4,000 hours.

1999.............. 2 hours.................. 4,000 hours.

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

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 focus groups involving an estimated burden of

2,467 hours during the remainder of 1997, 6,947 hours in 1998, and

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. 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.

Send comments and recommendations concerning any aspect of the

information collection to VA's OMB Desk Officer, Allison Eydt, OMB

Human Resources and Housing Branch, New Executive Office Building, Room

10235, Washington, DC 20503 (202) 395-4650. Please refer to ``OMB

Control No. 2900-0570'' in any correspondence.

Dated: August 14, 1997.

By direction of the Secretary.

Donald L. Neilson,

Director, Information Management Service.

[FR Doc. 97-24061 Filed 9-10-97; 8:45 am]

BILLING CODE 8320-01-P