VBA Call Center Satisfaction Survey

Forms and Documents

Document Name	Status
VE Non Substantial Change White Paper Generic Clearance v3.docx Justification for No Material/Nonsubstantive Change	2016-07-14
30-Day FRN (2900-0744)(12-22-14).pdf Supplementary Document	2015-01-06
60-Day FRN (2900-0744).pdf Supplementary Document	2014-07-16
2900-0744_VOV_Call Center_Justification B_05.28.15.docx Supporting Statement B	2015-05-29
201405-2900-001_VOV_Call Center_Justification A(CR 1 23 15) 04 09 15.doc Supporting Statement A	2015-05-29

IC Document Collections

IC ID	Document Title	Status
222114	VBA Pension National Call Center (NPCC) Satisfaction Survey Other-Computer Assisted Telephone Interviewing Survey Instrument	New
222113	VBA National Call Center (NCC) Satisfaction Survey Other-Computer Assisted Telephone Interviewing Survey Instrument	New
189917	VBA Education Call Center (ECC) Satisfaction Survey Other-Computer Assisted Telephone Interviewing Survey Instrument	Modified

ICR Details

OMB Control No: 2900-0744	ICR Reference No: 201606-2900-004
Status: Historical Active	Previous ICR Reference No: 201405-2900-001
Agency/Subagency: VA	Agency Tracking No: VBA-BAS-NK
Title: VBA Call Center Satisfaction Survey
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 08/05/2016
	Date Received in OIRA: 07/21/2016
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2018	06/30/2018	06/30/2018
Responses	36,000	0	36,000
Time Burden (Hours)	3,600	0	3,600
Cost Burden (Dollars)	0	0	0

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Abstract: As part of VBA's continuing commitment to improve the overall service quality, the VBA will benefit from obtaining direct feedback from veterans regarding their recent call center experience. Specifically, veteran feedback will provide the VBA three key benefits: 1) identify what is most important to veterans in determining their satisfaction with their call center experience; 2) determine what to do to improve the call center experience and 30 serve to guide training and/or operational activities aimed at enhancing the quality of service provided to veterans and active duty personnel.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 133	07/11/2014
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 245	12/22/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
VBA National Call Center (NCC) Satisfaction Survey
VBA Education Call Center (ECC) Satisfaction Survey
VBA Pension National Call Center (NPCC) Satisfaction Survey

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	36,000	36,000	0	0	0	0
Annual Time Burden (Hours)	3,600	3,600	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: Previously, the three survey instruments were incorrectly listed under a single collection. The instrument collection list has been separated to reflect the three individual instrument collections. This is administrative. The net burden has not changed. Additionally, the Agency Priority Goal (APG) questions have been added to the survey.

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Annual Cost to Federal Government: $776,532

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 07/21/2016

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