Voice of the Veteran Customer Satisfaction Surveys

Justification

The United States Department of Veterans Affairs (VA), Veterans Benefits Administration (VBA) seeks a Non-Substantial Change to the Voice of the Veteran Line of Business survey instruments – OMB Control Number 2900-0782, which approved by OMB on July 09, 2012. The non-substantial change is being submitted to increase the number of respondents and burden hours.

The study will identify process improvement initiatives across all lines of business being measured – Compensation, Pension, Loan Guaranty, Specialty Adapted Housing Grants, Education, and Vocational Rehabilitation & Employment – and VBA would like continuously measure the effectiveness of those process changes.

The table below outlines the fielding frequency and reporting frequency for each instrument. In addition, VBA is increasing the number of survey instruments fielded on an annual basis in order to provide Regional Offices with a statistically significant sample size in order to measure individual performance, and report metrics in the annual VA Performance and Accountability Report.

Veterans Benefits Administration (VBA) is currently fielding 10 survey instruments in order to benchmark satisfaction, and other key performance indicators (KPI), for several lines of business – Compensation, Pension, Loan Guaranty, Education, Vocational Rehabilitation & Employment, and Specialty Adapted Housing Grants. VBA intends to field these survey instruments on a more frequent basis (outlined in the table below) in order to track and continuously measure veteran satisfaction.

Title	Number of Respondents	Fielding Frequency	Total No. of Responses	Completion Time	Burden Hours
Compensation Enrollment % Collected Electronically	54,720 17,280	Monthly Monthly	656,640 207,360	15 minutes 12 minutes	164,160 41,472
Compensation Servicing % Collected Electronically	2,280 720	Once per year	2280 720	15 minutes 12 minutes	570 144

Title	Number of Respondents	Fielding Frequency		Completion Time	Burden Hours
Pension Servicing % Collected Electronically	3,000 0	Once per year	3,000	15 minutes	750
Education Enrollment % Collected Electronically	3,648 1,152	Four times per year	14,592 4,608	15 minutes 12 minutes	3,648 922
Education Servicing % Collected Electronically	2,280 720	Once per year	2,280 720	15 minutes 12 minutes	570 144
VR&E Enrollment % Collected Electronically	13,680 4,320	Monthly	164,160 51,840	15 minutes 12 minutes	41,040 10,368
VR&E Servicing % Collected Electronically	3,000 0	Once per year	3,000	15 minutes	750
VR&E Escaped Ben. % Collected Electronically	3,000 0	Once per year	3,000	15 minutes	750
Loan Guaranty % Collected Electronically	9,120 2,880	Monthly	109,440 34,560	15 minutes 12 minutes	27,360 6,912
Specialty Adapted Housing Grant % Collected Electronically	1,500 0	Once per year	1,500	15 minutes	375
Total:	123,300		1,259,700		299,935

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