Agency Information Collection Activity: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (VBA, VHA, NCA), 50952-50953 [2023-16415]

Agencies

• DEPARTMENT OF VETERANS AFFAIRS

[Federal Register Volume 88, Number 147 (Wednesday, August 2, 2023)]
[Notices]
[Pages 50952-50953]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[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 www.Regulations.gov 
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 [email protected]. 
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 
[email protected]. 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:
     The collections are voluntary;
     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;
     The collections are noncontroversial and do not raise 
issues of concern to other Federal agencies;
     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;
     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     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;
     Information gathered will not be used for the purpose of 
substantially informing influential policy decisions; and
     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]
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