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Federal Register / Vol. 88, No. 192 / Thursday, October 5, 2023 / Notices
DEPARTMENT OF VETERANS
AFFAIRS
[OMB Control No. 2900–0770]
Agency Information Collection Activity
Under OMB Review: Generic Clearance
for the Collection of Qualitative
Feedback on Agency Service Delivery
(VBA, VHA, NCA)
Veterans Health
Administration, Department of Veterans
Affairs.
ACTION: Notice.
AGENCY:
In compliance with the
Paperwork Reduction Act (PRA) of
1995, this notice announces that the
Veterans Health Administration,
Department of Veterans Affairs, will
submit the collection of information
abstracted below to the Office of
Management and Budget (OMB) for
review and comment. The PRA
submission describes the nature of the
information collection and its expected
cost and burden, and it includes the
actual data collection instrument.
DATES: Written comments and
recommendations for the proposed
information collection should be sent
within 30 days of publication of this
notice to www.reginfo.gov/public/do/
PRAMain. Find this particular
information collection by selecting
‘‘Currently under 30-day Review—Open
for Public Comments’’ or by using the
search function. Refer to ‘‘OMB Control
No. 2900–0770.’’
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:
Authority: 44 U.S.C. 3501–3521.
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: 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
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SUMMARY:
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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
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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 posttransaction 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.
An agency may not conduct or
sponsor, and a person is not required to
respond to a collection of information
unless it displays a currently valid OMB
control number. The Federal Register
Notice with a 60-day comment period
soliciting comments on this collection
of information was published at 88 FR
147 on August 2, 2023, pages 50952 and
50953.
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.
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Federal Register / Vol. 88, No. 192 / Thursday, October 5, 2023 / Notices
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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.
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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.
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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. 2023–22143 Filed 10–4–23; 8:45 am]
BILLING CODE 8320–01–P
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| File Type | application/pdf |
| File Modified | 2023-10-05 |
| File Created | 2023-10-05 |