[Federal Register Volume 79, Number 12 (Friday, January 17, 2014)]
[Notices]
[Pages 3274-3275]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2014-00896]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900--NEW]


Agency Information Collection (Board of Veterans' Appeals, 
Veterans Information Office, Voice of the Veteran Call Center Survey) 
Activities Under OMB Review

AGENCY: Board of Veterans' Appeals, Department of Veterans Affairs.

ACTION: Notice.

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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995 
(44 U.S.C. 3501-3521), this notice announces that the Board of 
Veterans' Appeals (BVA), 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 includes the actual data collection instrument.

DATES: Comments must be submitted on or before February 18, 2014.

ADDRESSES: Submit written comments on the collection of information 
through www.Regulations.gov or to Office of Information and Regulatory 
Affairs, Office of Management and Budget, Attn: VA Desk Officer; 725 
17th St. NW., Washington, DC 20503 or sent through electronic mail to 
[email protected]. Please refer to ``OMB Control No. 2900-
NEW (Board of Veterans' Appeals, Veterans Information Office, Voice of 
the Veteran Call Center Survey)'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Crystal Rennie, Enterprise Records 
Service (005R1B), Department of Veterans Affairs, 810 Vermont Avenue 
NW., Washington, DC 20420, (202) 632-7492 or email 
[email protected]. Please refer to ``OMB Control No. 2900-NEW 
(Board of Veterans' Appeals, Veterans Information Office, Voice of the 
Veteran Call Center Survey).''

SUPPLEMENTARY INFORMATION:
    Title: Board of Veterans' Appeals, Veterans Information Office, 
Voice of the Veteran Call Center Survey.
    OMB Control Number: 2900-NEW, (Board of Veterans' Appeals, Veterans 
Information Office, 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.
    An agency may not conduct or sponsor, and a person is not required 
to

[[Page 3275]]

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 on September 6, 2013, at pages 54957-54958.
    Affected Public: Individuals or households.
    Estimated Annual Burden: 500.
    Estimated Average Burden per Respondent: 6 minutes.
    Frequency of Response: Annually.
    Estimated Number of Respondents: 5,000.

    Dated: January 14, 2014.

    By direction of the Secretary.
Crystal Rennie,
VA Clearance Officer, Department of Veterans Affairs.
[FR Doc. 2014-00896 Filed 1-16-14; 8:45 am]
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