[Federal Register Volume 62, Number 113 (Thursday, June 12, 1997)]
[Notices]
[Pages 32148-32149]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-15350]
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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]
BILLING CODE 8320-01-P
