Proposed Information Collection Activity: Proposed Collection; Comment Request

DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0227]

Proposed Information Collection Activity: Proposed Collection;

Comment Request

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 reinstatement, with change, of a previously approved

collection for which approval has expired, and allow 60 days for public

comment in response to the notice. This notice solicits comments on the

burden estimates relating to customer satisfaction surveys.

The purpose of this submission is to request reinstatement of

approval of previously expired data collections. All surveys were

previously approved under the Office of Management and Budget (OMB)

Control No. 2900-0227. At this time VHA wishes to utilize OMB Control

No. 2900-0227 to consolidate all nation-wide surveys under one approval

for Headquarters sponsored patient satisfaction surveys. These

voluntary customer service surveys meet the requirements of Executive

Order 12862, Setting Customer Service Standards.

DATES: Written comments and recommendations on the proposed collection

of information should be received on or before January 31, 2000.

ADDRESSES: Submit written comments on the collection of information to

Ann Bickoff, Veterans Health Administration (193B1), Department of

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

refer to ``OMB Control No. 2900-0227'' 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 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: Nation-wide Customer Satisfaction Surveys.

OMB Control Number: 2900-0227.

Type of Review: Reinstatement, with change, of a previously

approved collection for which approval has expired.

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. 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.

Prosthetic Patient Satisfaction Survey, VA Form 10-0142B

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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2000................................. 27,000 24 10,800 Annual.

(minutes)

2001................................. 27,000 24 10,800 Annual.

2002................................. 27,000 24 10,800 Annual.

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[[Page 67628]]

Prosthetics Blind Aid Phone Survey, VA Form 10-0142C

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1Number of Estimated Estimated

Year Respondents burden hour annual burden Frequency of response

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

2000................................. 1,900 30 950 Annual.

(minutes)

2001................................. 1,900 30 950 Annual.

2002................................. 1,900 30 950 Annual.

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Inpatient Satisfaction Survey--Mental Health Insert Included, VA Form 10-1465-1

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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

2000................................. 33,600 15 8,400 Annual.

(minutes)

2001................................. 33,600 15 8,400 Annual.

2002................................. 33,600 15 8,400 Annual.

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General Outpatient Satisfaction Survey, VA Form 10-1465-3

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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

2000................................. 48,000 15 12,000 Annual.

(minutes)

2001................................. 48,000 15 12,000 Annual.

2002................................. 48,000 15 12,000 Annual.

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General Outpatient Satisfaction Survey, VA Form 10-1465-3.

In addition to the above, VA Form 10-1465-3 will be sent to a selection of Gulf Era Outpatients.

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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

2000................................. 23,400 15 5,850 Annual.

(minutes)

2001................................. 23,400 15 5,850 Annual.

2002................................. 23,400 15 5,850 Annual.

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Spinal Cord Injury Satisfaction Survey, VA Form 10-1465-7

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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2000................................. 2,686 30 1,343 Annual.

(minutes)

2001................................. 2,686 30 1,343 Annual.

2002................................. 2,686 30 1,343 Annual.

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Home Based Primary Care Satisfaction Survey, VA Form 10-1465-9

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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2000................................. 3,876 22.5 1,454 hours Annual.

(minutes)

2001................................. 3,876 22.5 1,454 hours Annual.

2002................................. 3,876 22.5 1,454 hours Annual.

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Nutrition Analysis Satisfaction Survey, VA Form 10-5387

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Number of Estimated Estimated

Year respondents burden hour annual burden Frequency of response

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

2000................................. 137,600 2 4,587 hours Annual.

(minutes)

2001................................. 137,600 2 4,587 hours Annual.

2002................................. 137,600 2 4,587 hours Annual.

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[[Page 67629]]

Most customer satisfaction surveys will be recurring so that 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 VHA's performance. VHA

expects a total annual burden of approximately 45,384 hours in 2000,

2001, and 2002.

The areas of concern to 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. VHA

will consult with OMB regarding each specific information collection

during this approval period.

Dated: November 1, 1999.

By direction of the Secretary:

Sandra S. McIntyre,

Program Analyst, Information Management Service.

[FR Doc. 99-31266 Filed 12-1-99; 8:45 am]

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