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DRAFT <06/23/20>
Working Draft, Pre-Decisional, Deliberative document - Internal VA Use Only
The VA provides free, confidential support 24/7 for Veterans and their family and friends.
If you are in crisis, contact the Veterans Crisis Line by dialing 1 (800) 273-8255 (Press
1), or texting 838255, or visiting https://www.veteranscrisisline.net. If you are homeless
or at risk of homelessness, contact the National Call Center for Homeless Veterans
(NCCHV) by dialing 1 (877) 424-3838 or visiting https://www.va.gov/HOMELESS/.
OMB Number: 2900-0876
Expiration: 03/31/2023
Estimated Burden: 4 minutes
Help us serve you better.
We want to hear about your recent experience.
By indicating how much you agree or disagree with the statements
below, you directly help us improve VA services.
This survey should take you approximately 4 minutes to complete. Please respond to all
questions in order to continue the survey
The information provided by the phone representative was explained in terms I could
understand.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
The phone representative answered my question on the issue I recently called about.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
The phone representative treated me with courtesy and respect.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
The length of time it took to get connected to a phone representative was
reasonable.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
The information provided during the call helped me feel that I have a better
understanding of my issue and next steps.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
I am satisfied with the service I received from the .
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
I trust VA to fulfill our country’s commitment to Veterans.
Strongly
Disagree
Disagree
Neither Agree
nor Disagree
Agree
Strongly
Agree
1
2
3
4
5
Next
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact information to follow up with
you accordingly for purposes of service recovery, potential crisis, or to learn more about feedback you have shared
regarding your experience with VA. VA may utilize individual Veteran survey data from this survey or other sources to ensure
the final scores truly and accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask for this information. We
estimate that you will need an average of 4 minutes to review the instructions and complete this survey. The results of this
survey will be used to inform opportunities for program improvement in the quality of VA services. Participation in this survey
is voluntary, and your decision not to respond will have no impact on VA benefits or services which you may currently be
receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control number is displayed. You are
not required to respond to a collection of information if this number is not displayed. Valid OMB control numbers can be
located on the OMB Internet Page at https://www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private
to the extent provided by law.
Privacy Policy
VBA Insurance Contact Center
DRAFT <06/23/20>
Working Draft, Pre-Decisional, Deliberative document - Internal VA Use Only
The VA provides free, confidential support 24/7 for Veterans and their family and friends.
If you are in crisis, contact the Veterans Crisis Line by dialing 1 (800) 273-8255 (Press
1), or texting 838255, or visiting https://www.veteranscrisisline.net. If you are homeless
or at risk of homelessness, contact the National Call Center for Homeless Veterans
(NCCHV) by dialing 1 (877) 424-3838 or visiting https://www.va.gov/HOMELESS/.
OMB Number: 2900-0876
Expiration: 03/31/2023
Estimated Burden: 4 minutes
Thank you for your feedback. In order to improve VA services we are
asking for your help. Please provide additional information below so we
can better serve you. Thank you.
“The information provided by the phone representative was explained in terms I could
understand.”
You selected Strongly Agree. Please tell us why. Select all that apply.
The representative provided explanations I could understand
The representative was clear and used an appropriate tone
The representative made me feel understood
The representative provided the same update as my previous phone calls
The representative listened to my concerns
“The phone representative answered my question on the issue I recently called about.”
You selected Strongly Agree. Please tell us why. Select all that apply.
The representative explained complicated words or VA terminology in terms I
could understand
The representative made me feel understood
The representative asked me clarifying questions
The representative was attentive and listened to me
“The phone representative treated me with courtesy and respect.”
You selected Strongly Agree. Please tell us why. Select all that apply.
The representative listened to me
The representative had a positive attitude and tone
The representative was patient and took time with me
The representative recognized my military service
“The length of time it took to get connected to a phone representative was reasonable.”
You selected Strongly Agree. Please tell us why. Select all that apply.
The phone system was easy to use. The options were easy to understand
I was helped without requiring multiple transfers
The call center phone number was easy to locate
Were you provided an estimated completion date for the issue you called about? Please
select one option.
7 days or fewer
Between 8-30 days
Between 31-90 days
Between 91-180 days
Over 180 days
No estimated completion date was provided
“I am satisfied with the service I received from the .”
You selected Disagree. Please tell us why. Select all that apply.
The representative was unhelpful
The information provided did not answer my question
The process took (or is taking) too long
I did not understand my recent decision
My payment (or debt) issue is unresolved
Finish
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact information to follow up with
you accordingly for purposes of service recovery, potential crisis, or to learn more about feedback you have shared
regarding your experience with VA. VA may utilize individual Veteran survey data from this survey or other sources to ensure
the final scores truly and accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask for this information. We
estimate that you will need an average of 4 minutes to review the instructions and complete this survey. The results of this
survey will be used to inform opportunities for program improvement in the quality of VA services. Participation in this survey
is voluntary, and your decision not to respond will have no impact on VA benefits or services which you may currently be
receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control number is displayed. You are
not required to respond to a collection of information if this number is not displayed. Valid OMB control numbers can be
located on the OMB Internet Page at https://www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private
to the extent provided by law.
Privacy Policy
VBA Contact
Centers
Insurance
Contact Center
DRAFT>
DRAFT <06/21/20>
Working Draft, Pre-Decisional, Deliberative document - Internal VA Use Only
The VA provides free, confidential support 24/7 for Veterans and their family and friends.
If you are in crisis, contact the Veterans Crisis Line by dialing 1 (800) 273-8255 (Press
1), or texting 838255, or visiting https://www.veteranscrisisline.net. If you are homeless
or at risk of homelessness, contact the National Call Center for Homeless Veterans
(NCCHV) by dialing 1 (877) 424-3838 or visiting https://www.va.gov/HOMELESS/.
OMB Number: 2900-0876
Expiration: 03/31/2023
Estimated Burden: 4 minutes
Thank you for choosing VA.
The U.S. Department of Veterans Affairs uses these surveys to collect
your feedback in order to continuously improve your experience with VA
services.
Please visit VA.gov to explore benefits, resources, and information
at VA.
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact information to follow up with
you accordingly for purposes of service recovery, potential crisis, or to learn more about feedback you have shared
regarding your experience with VA. VA may utilize individual Veteran survey data from this survey or other sources to ensure
the final scores truly and accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask for this information. We
estimate that you will need an average of 4 minutes to review the instructions and complete this survey. The results of this
survey will be used to inform opportunities for program improvement in the quality of VA services. Participation in this survey
is voluntary, and your decision not to respond will have no impact on VA benefits or services which you may currently be
receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control number is displayed. You are
not required to respond to a collection of information if this number is not displayed. Valid OMB control numbers can be
located on the OMB Internet Page at https://www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private
to the extent provided by law.
Privacy Policy
VBA Insurance Contact Center
DRAFT <06/23/20>
Working Draft, Pre-Decisional, Deliberative document - Internal VA Use Only
EMAIL SUBJECT LINE: VBA Call Center experience survey (4 minutes)
EMAIL PREHEADER: Tell us about your experience with the VBA Call Center.
OMB Number: 2900-0876
Expiration: 03/31/2023
Estimated Burden: 4 minutes
Your opinion matters.
Thank you for the opportunity to serve you. Please tell us
about your recent experience with the [CALL CENTER
TYPE].
Dear ,
We care about your experience with VA. Please take this
four-minute survey to let us know how we are doing. The
more information you share with us, the better we can
serve you.
Take Our Survey
Thank you,
Veterans Experience Office
Department of Veterans Affairs
Whether you’re just getting out of the service or you’ve been a civilian for years, the VA Welcome Kit
can help guide you to the benefits and services you’ve earned.
The Veterans Crisis Line provides free, confidential support for Veterans and their families and
friends in crisis. Dial 1 (800) 273-8255 (Press 1), or text 838255 to receive confidential support 24/7
(System of Records Notice VA158VA10NC5). Visit https://www.veteranscrisisline.net for
more information.
Additionally, the National Call Center for Homeless Veterans (NCCHV) provides free, confidential
support for Veterans and their family members and friends who are homeless or at risk of
homelessness. Veterans can either call or chat online with the National Call Center for Homeless
Veterans where trained counselors are ready to talk confidentially 24 hours a day, 7 days a week.
Dial 1 (877) 424-3838 or visit https://www.va.gov/HOMELESS/ to receive confidential support.
Please do not reply to this email - it is unmonitored.
If you wish to share your feedback, please do so by .
You received this email because you provided your email address to VA. If you would like to opt out
from receiving future surveys, please click below.
Unsubscribe from this VA Survey | Privacy Policy
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact
information to follow up with you accordingly for purposes of service recovery, potential crisis, or to
learn more about feedback you have shared regarding your experience with VA. VA may utilize
individual Veteran survey data from this survey or other sources to ensure the final scores truly and
accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask
for this information. We estimate that you will need an average of 4 minutes to review the
instructions and complete this survey. The results of this survey will be used to inform opportunities
for program improvement in the quality of VA services. Participation in this survey is voluntary, and
your decision not to respond will have no impact on VA benefits or services which you may currently
be receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control
number is displayed. You are not required to respond to a collection of information if this number is
not displayed. Valid OMB control numbers can be located on the OMB Internet Page at https://
www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private to the extent
provided by law.
VBA Insurance Contact Center
DRAFT <06/23/20>
Working Draft, Pre-Decisional, Deliberative document - Internal VA Use Only
EMAIL SUBJECT LINE: Tell us about your recent VBA Call Center experience
EMAIL PREHEADER: Tell us about your experience with the VBA Call Center.
OMB Number: 2900-0876
Expiration: 03/31/2023
Estimated Burden: 4 minutes
Your feedback is important to us.
Dear ,
VA constantly strives to provide excellent service. Please
let us know how we are doing by taking a four-minute
customer survey regarding your recent experience with the
[CALL CENTER TYPE]
Take Our Survey
Thank you,
Veterans Experience Office
Department of Veterans Affairs
Whether you’re just getting out of the service or you’ve been a civilian for years, the VA Welcome Kit
can help guide you to the benefits and services you’ve earned.
The Veterans Crisis Line provides free, confidential support for Veterans and their families and
friends in crisis. Dial 1 (800) 273-8255 (Press 1), or text 838255 to receive confidential support 24/7
(System of Records Notice VA158VA10NC5). Visit https://www.veteranscrisisline.net for
more information.
Additionally, the National Call Center for Homeless Veterans (NCCHV) provides free, confidential
support for Veterans and their family members and friends who are homeless or at risk of
homelessness. Veterans can either call or chat online with the National Call Center for Homeless
Veterans where trained counselors are ready to talk confidentially 24 hours a day, 7 days a week.
Dial 1 (877) 424-3838 or visit https://www.va.gov/HOMELESS/ to receive confidential support.
Please do not reply to this email - it is unmonitored.
If you wish to share your feedback, please do so by .
You received this email because you provided your email address to VA. If you would like to opt out
from receiving future surveys, please click below.
Unsubscribe from this VA Survey | Privacy Policy
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact
information to follow up with you accordingly for purposes of service recovery, potential crisis, or to
learn more about feedback you have shared regarding your experience with VA. VA may utilize
individual Veteran survey data from this survey or other sources to ensure the final scores truly and
accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask
for this information. We estimate that you will need an average of 4 minutes to review the
instructions and complete this survey. The results of this survey will be used to inform opportunities
for program improvement in the quality of VA services. Participation in this survey is voluntary, and
your decision not to respond will have no impact on VA benefits or services which you may currently
be receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control
number is displayed. You are not required to respond to a collection of information if this number is
not displayed. Valid OMB control numbers can be located on the OMB Internet Page at https://
www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private to the extent
provided by law.
EMAIL SUBJECT LINE: “Unmonitored Automated Email: U.S. Department of Veterans Affairs”
OMB Number: 2900-0876
Expiration: 03/31/2023
This is an unmonitored email address.
The Veterans Crisis Line provides free, confidential support for Veterans
and their families and friends in crisis. Dial 1 (800) 273-8255 (Press 1), or
text 838255 to receive confidential support 24/7 (System of Records Notice
VA158VA10NC5). Visit https://www.veteranscrisisline.net for more
information.
Additionally, the National Call Center for Homeless Veterans (NCCHV)
provides free, confidential support for Veterans and their family members
and friends who are homeless or at risk of homelessness. Veterans can
either call or chat online with the National Call Center for Homeless
Veterans where trained counselors are ready to talk confidentially 24 hours
a day, 7 days a week. Dial 1 (877) 424-3838 or visit
https://www.va.gov/HOMELESS/ to receive confidential support.
Thank you,
Veterans Experience Office
Department of Veterans Affairs
Please do not reply to this email - it is unmonitored.
If you wish to share your feedback, please do so by .
You received this email because you provided your email address to VA. If you would like to opt out
from receiving future surveys, please click below.
Unsubscribe from this VA Survey | Privacy Policy
By filling out this survey, you are authorizing VA database access to retrieve Veteran contact
information to follow up with you accordingly for purposes of service recovery, potential crisis, or to
learn more about feedback you have shared regarding your experience with VA. VA may utilize
individual Veteran survey data from this survey or other sources to ensure the final scores truly and
accurately represent the experiences of Veterans. This information is collected in accordance with
section 3507 of the Paperwork Reduction Act of 1995. Title 38, United States Code, allows us to ask
for this information. We estimate that you will need an average of 4 minutes to review the
instructions and complete this survey. The results of this survey will be used to inform opportunities
for program improvement in the quality of VA services. Participation in this survey is voluntary, and
your decision not to respond will have no impact on VA benefits or services which you may currently
be receiving. VA cannot conduct or sponsor a collection of information unless a valid OMB control
number is displayed. You are not required to respond to a collection of information if this number is
not displayed. Valid OMB control numbers can be located on the OMB Internet Page at https://
www.reginfo.gov/public/do/PRAMain. Information gathered will be kept private to the extent
provided by law.
| File Type | application/pdf |
| File Modified | 2020-06-23 |
| File Created | 2020-06-23 |