Notice2023-16415
Agency Information Collection Activity: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (VBA, VHA, NCA)
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
August 2, 2023
Issuing agencies
Veterans Affairs Department
Abstract
The Department of Veterans Affairs (VA) 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 extension of a currently approved collection, and allow 60 days for public comment in response to the notice.
Full Text
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<title>Federal Register, Volume 88 Issue 147 (Wednesday, August 2, 2023)</title>
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[Federal Register Volume 88, Number 147 (Wednesday, August 2, 2023)]
[Notices]
[Pages 50952-50953]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-16415]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0770]
Agency Information Collection Activity: Generic Clearance for the
Collection of Qualitative Feedback on Agency Service Delivery (VBA,
VHA, NCA)
AGENCY: Department of Veterans Affairs.
ACTION: Notice.
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SUMMARY: The Department of Veterans Affairs (VA) 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 extension of a currently approved collection, and allow
60 days for public comment in response to the notice.
DATES: Written comments and recommendations on the proposed collection
of information should be received on or before October 2, 2023.
ADDRESSES: Submit written comments on the collection of information
through Federal Docket Management System (FDMS) at <a href="http://www.Regulations.gov">www.Regulations.gov</a>
or to Maribel Aponte, Office of Enterprise and Integration, Data
Governance Analytics (008), Department of Veterans Affairs, 810 Vermont
Avenue NW, Washington, DC 20420 or email to <a href="/cdn-cgi/l/email-protection#761b17041f14131a5817061918021336001758111900"><span class="__cf_email__" data-cfemail="d4b9b5a6bdb6b1b8fab5a4bbbaa0b194a2b5fab3bba2">[email protected]</span></a>.
Please refer to ``OMB Control No. 2900-0770'' in any correspondence.
During the comment period, comments may be viewed online through FDMS.
FOR FURTHER INFORMATION CONTACT: Maribel Aponte, Office of Enterprise
and Integration, Data Governance Analytics (008), 810 Vermont Avenue
NW, Washington, DC 20420, (202) 266-4688 or email
<a href="/cdn-cgi/l/email-protection#335e52415a51565f1d52435c5d47567345521d545c45"><span class="__cf_email__" data-cfemail="523f33203b30373e7c33223d3c26371224337c353d24">[email protected]</span></a>. Please refer to ``OMB Control No. 2900-0770'' in
any correspondence.
SUPPLEMENTARY INFORMATION:
Under the PRA of 1995, 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, VA invites
comments on: (1) whether the proposed collection of information is
necessary for the proper performance of VA's functions, including
whether the information will have practical utility; (2) the accuracy
of VA'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.
Authority: Public Law 104-13; 44 U.S.C. 3501-3521.
[[Page 50953]]
Title: Generic Clearance for the Collection of Qualitative Feedback
on Agency Service Delivery (VBA, VHA, NCA).
OMB Control Number: 2900-0770.
Type of Review: Revision of a currently approved collection.
Abstract: Executive Order 12862 directs Federal agencies to provide
service to the public that matches or exceeds the best service
available in the private sector. In order to work continuously to
ensure that our programs are effective and meet our customers' needs,
the Department of Veterans Affairs (VA) seeks to obtain OMB approval of
a generic clearance to collect qualitative feedback on our service
delivery for Veterans Benefits Administration (VBA); Veterans Health
Administration (VHA); and National Cemetery Administration (NCA). By
qualitative feedback, we mean information that provides useful insights
on perceptions and opinions, but not statistical surveys that yield
quantitative results that can be generalized to the population of
study.
The proposed information collection activity provides a means to
garner qualitative customer and stakeholder feedback in an efficient,
timely manner, in accordance with the Administration's commitment to
improving service delivery. This feedback will provide insights into
customer or stakeholder perceptions, experiences and expectations,
provide an early warning of issues with service, or focus attention on
areas where communication, training, or changes in operations might
improve delivery of products or services. These collections will allow
for ongoing, collaborative, and actionable communications between the
VA and its customers and stakeholders. It will also allow feedback to
contribute directly to the improvement of program management.
The solicitation of feedback will target areas such as: timeliness,
appropriateness, accuracy of information, courtesy, efficiency of
service delivery, and resolution of issues with service delivery.
Responses will be assessed to plan and inform efforts to improve or
maintain the quality of service offered to the public. If this
information is not collected, vital feedback from customers and
stakeholders on the provision of services will be unavailable to the
Agency.
The Agency will only submit information collections for approval
under this generic clearance if it meets the following conditions:
<bullet> The collections are voluntary;
<bullet> The collections are low-burden for respondents (based on
considerations of total burden hours, total number of respondents, or
burden-hours per respondent) and are low-cost for both the respondents
and the Federal Government;
<bullet> The collections are noncontroversial and do not raise
issues of concern to other Federal agencies;
<bullet> Any collection is targeted to the solicitation of opinions
from respondents who have experience with the program or may have
experience with the program in the near future;
<bullet> Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
<bullet> Information gathered will be used only internally for
general service improvement and program management purposes and is not
intended for release outside of the agency;
<bullet> Information gathered will not be used for the purpose of
substantially informing influential policy decisions; and
<bullet> Information gathered will yield qualitative information;
the collections will not be designed or expected to yield statistically
reliable results or used as though the results are generalizable to the
population of study.
The types of collections that this generic clearance covers
include, but are not limited to, Program Satisfaction Surveys; Focus
Groups; Customer Comment Cards; Small Discussion Groups of customers,
potential customers, delivery partners, or other stakeholders;
Cognitive Laboratory Studies, such as those used to refine questions or
assess usability of a website; Qualitative Customer Satisfaction
Surveys, such as post-transaction surveys and opt-out web surveys; In-
person Observation Testing, such as website or software usability
tests; and Patient Surveys. As a general matter, information
collections under this clearance will not result in any new system of
records containing privacy information and will not ask questions of a
sensitive nature, such as sexual behavior and attitudes, religious
beliefs, and other matters that are commonly considered private.
Affected Public: Individuals or Households; Businesses and
Organizations; State, Local or Tribal Government.
Estimated Annual Burden: 256,000 total hours.
Program Satisfaction Surveys: 75,000.
Focus Groups: 32,000.
Customer Comment Cards: 7,500.
Small Discussion Groups: 2,750.
Cognitive Laboratory Studies: 30,000.
Qualitative Customer Satisfaction Surveys: 62,500.
In-Person Observation Testing: 6,000.
Patient Surveys: 40,250.
Estimated Average Burden Per Respondent:
Program Satisfaction Surveys: 30 minutes.
Focus Groups: 60 minutes.
Customer Comment Cards: 30 minutes.
Small Discussion Groups: 30 minutes.
Cognitive Laboratory Studies: 60 minutes.
Qualitative Customer Satisfaction Surveys: 30 minutes.
In-Person Observation Testing: 30 minutes.
Patient Surveys: 30 minutes.
Frequency of Response: Once.
Estimated Number of Respondents: 450,000 total.
Program Satisfaction Surveys: 150,000.
Focus Groups: 32,000.
Customer Comment Cards: 15,000.
Small Discussion Groups: 5,500.
Cognitive Laboratory Studies: 30,000.
Qualitative Customer Satisfaction Surveys: 125,000.
In-Person Observation Testing: 12,000.
Patient Surveys: 80,500.
By direction of the Secretary.
Maribel Aponte,
VA PRA Clearance Officer, Office of Enterprise and Integration/Data
Governance Analytics, Department of Veterans Affairs.
[FR Doc. 2023-16415 Filed 8-1-23; 8:45 am]
BILLING CODE 8320-01-P
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