[Federal Register Volume 78, Number 173 (Friday, September 6, 2013)]
[Notices]
[Pages 54957-54958]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2013-21692]
-----------------------------------------------------------------------
DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-NEW]
Proposed Information Collection (Board of Veterans' Appeals,
Voice of the Veteran Call Center Survey) Activity: Comment Request
AGENCY: Board of Veterans Affairs, Department of Veterans Affairs.
ACTION: Notice.
-----------------------------------------------------------------------
SUMMARY: The Board of Veterans Affairs (BVA), 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 new collection, and allow 60
days for public comment in response to the notice. This notice solicits
comments information needed to enable the Board to gauge the
effectiveness of its Veterans Information Office (VIO) Call Center in
delivering information and assistance to its Veterans, as well as
assess the Veterans' overall level of satisfaction with the VIO Call
Center experience. In addition, the data will be used by the Board to
make improvements to the VIO Call Center operational processes and
service delivery, which in turn, will enable the Board to serve its
Veterans in the most efficient and effective way possible.
DATES: Written comments and recommendations on the proposed collection
of information should be received on or before November 5, 2013.
ADDRESSES: Submit written comments on the collection of information
through the Federal Docket Management System (FDMS) at
www.Regulations.gov or to Sue Hamlin, BVA, (01C2), Department of
Veterans Affairs, 810 Vermont Avenue NW., Washington, DC 20420 or email
[email protected]. Please refer to ``OMB Control No. 2900-NEW Board of
Veterans' Appeals, Voice of the Veteran Call Center Survey'' in any
correspondence. During the comment period, comments may be viewed
online through FDMS.
FOR FURTHER INFORMATION CONTACT: Sue Hamlin at (202) 632-632-5100.
SUPPLEMENTARY INFORMATION: Under the PRA of 1995 (Pub. L. 104-13; 44
U.S.C. 3501-3521), 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, VBA
invites comments on: (1) Whether the proposed collection of information
is necessary for the proper performance of VBA's functions, including
whether the information will have practical utility; (2) the accuracy
of VBA'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.
Title: Board of Veterans' Appeals, Voice of the Veteran Call Center
Survey.
OMB Control Number: 2900-NEW, Board of Veterans' Appeals, Voice of
the Veteran Call Center Survey.
Type of Review: New collection.
Abstract: Currently, the Board collects customer satisfaction on a
very limited basis. Survey cards are distributed to the appellant if a
hearing is conducted and the Board relies on respondents to mail in the
postcard. The survey card only measures the appellant's satisfaction
with the hearing process and response rates are low. The Board will
benefit from obtaining direct feedback from its Veterans and appellants
regarding their recent VIO Call Center experience. Specifically, the
Veterans' feedback will provide the Board three key benefits: (1)
Identify what is most important to its Veterans and appellants in
determining their satisfaction with their VIO Call Center experience;
(2) determine what to do to improve the call center experience; and (3)
serve to guide training and/or operational activities aimed at
enhancing the quality of service provide to its Veterans.
[[Page 54958]]
Affected Public: Individuals or Households.
Estimated Annual Burden: 2,000.
Estimated Average Burden per Respondent: 4 minutes.
Frequency of Response: Quarterly.
Estimated Number of Respondents: 20,000.
Dated: September 3, 2013.
By direction of the Secretary.
Crystal Rennie,
VA Clearance Officer, U.S. Department of Veterans Affairs.
[FR Doc. 2013-21692 Filed 9-5-13; 8:45 am]
BILLING CODE 8320-01-P