[Federal Register Volume 62, Number 117 (Wednesday, June 18, 1997)]
[Notices]
[Pages 33153-33155]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 97-15913]
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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
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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
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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.
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Estimated
Number of annual
Year respondents burden Frequency
(hours)
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National Cemetery System Focus Groups With Next of Kin (10 Participants per Group/3 Hours Each Session)
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1998....................................... 150 450 15 Groups Annually..
1999....................................... 150 450 15 Groups Annually..
2000....................................... 150 450 15 Groups Annually.
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National Cemetery System Focus Groups With Funeral Directors (10 Participants per Group/3 Hours Each Session)
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1998....................................... 150 450 15 Groups Annually.
1999....................................... 150 450 15 Groups Annually.
2000....................................... 150 450 15 Groups Annually.
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National Cemetery System Focus Groups with Veterans Service Organizations (10 Participants per Group/3 Hours
each session)
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1998....................................... 150 450 15 Groups Annually.
1999....................................... 150 450 15 Groups Annually.
2000....................................... 150 450 15 Groups Annually.
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National Cemetery System Focus Groups with State Veterans Officers (10 Participants per Group/3 Hours each
Session).
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1998....................................... 20 60 2 Groups Annually.
1999....................................... 20 60 2 Groups Annually.
2000....................................... 20 60 2 Groups Annually.
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National Cemetery System Visitor Comments Cards
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1998....................................... 2,500 420 Twice Annually.
1999....................................... 2,500 420 Twice Annually.
2000....................................... 2,500 420 Twice Annually.
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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.
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National Cemetery System Potential Customers National Customer Satisfaction Survey (Telephone)
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1998....................................... 1,150 750 Annually.
1999....................................... 1,150 750 Annually.
2000....................................... 1,150 750 Annually.
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National Cemetery System Program/Specialized Service Survey (Telephone)
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1998....................................... 1,000 250 Annually.
1999....................................... 1,000 250 Annually.
2000....................................... 1,000 250 Annually.
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Office of Management Accountability Report Pilot Evaluation Form
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1998....................................... 550 138 Annually.
1999....................................... 550 138 Annually.
2000....................................... 550 138 Annually.
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Office of Inspector General Patient Questionnaire
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1998....................................... 1,200 200 Annually.
1999....................................... 1,200 200 Annually.
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2000....................................... 1,200 200 Annually.
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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]
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