81 FR 94485 - Revision to a Previously Approved Information Collection (Veterans Benefits Administration (VBA) Voice of the Veteran (VOV) Customer Satisfaction Continuous Measurement Survey)

DEPARTMENT OF VETERANS AFFAIRS

Federal Register Volume 81, Issue 247 (December 23, 2016)

Page Range		94485-94486
FR Document		2016-30961

In compliance with the Paperwork Reduction Act (PRA) of 1995 (44 U.S.C. 3501-3521), this notice announces that the Veterans Benefits Administration (VBA), 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; it includes the actual data collection instrument.

Federal Register, Volume 81 Issue 247 (Friday, December 23, 2016)

[Federal Register Volume 81, Number 247 (Friday, December 23, 2016)]
[Notices]
[Pages 94485-94486]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2016-30961]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0782]


Revision to a Previously Approved Information Collection 
(Veterans Benefits Administration (VBA) Voice of the Veteran (VOV) 
Customer Satisfaction Continuous Measurement Survey)

AGENCY: Veterans Benefits Administration, Department of Veterans 
Affairs.

ACTION: Notice.

-----------------------------------------------------------------------

SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995 
(44 U.S.C. 3501-3521), this notice announces that the Veterans Benefits 
Administration (VBA), 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; it includes the actual data collection instrument.

DATES: Comments must be submitted on or before January 23, 2017.

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-
0782'' in any correspondence.

FOR FURTHER INFORMATION CONTACT: Cynthia Harvey-Pryor, Enterprise 
Records Service (005R1B), Department of Veterans Affairs, 810 Vermont 
Avenue NW., Washington, DC 20420, (202) 461-5870 or email 
[email protected]. Please refer to ``OMB Control No. 2900-
0782.''

SUPPLEMENTARY INFORMATION: 
    Title: Voice of the Veteran (VOV) Customer Satisfaction Continuous 
Measurement Survey.
    OMB Control Number: 2900-0782.
    Type of Review: Revision of a currently approved collection.
    Abstract: In 2008, VBA recognized a need to develop and design an 
integrated, comprehensive Voice of the Veteran (VOV) Continuous 
Measurement (CM) program for its lines of business: Compensation 
Service (CS), Pension Service (PS), Education (EDU) Service, Loan 
Guaranty (LGY) Service and Vocational Rehabilitation and Employment 
(VR&E) Service. The VOV CM program provides insight regarding Veterans 
and beneficiaries interactions with the benefits and services provided 
by VBA. The VOV CM provides VBA leadership with actionable Veteran 
feedback on how VBA is performing. These insights help identify 
opportunities for improvement and measure the impact of improvement 
initiatives.
    VBA conducted a benchmark study in Fiscal Year 2013 (October 2012 
through January 2013) in order to validate the survey instruments, 
identify Key Performance Indicators, and establish performance 
benchmarks. Findings and recommendations were presented to VBA 
Leadership and stakeholders within each line of business in April 2013.
    Based on interviews conducted, VBA has separated the Veterans 
experience with VBA into two categories:
    1. Access to a Benefit. This measures the enrollment experience 
transaction with the beneficiary or Veteran.
    2. Servicing of a Benefit. This measures the ongoing relationship 
experiences with the beneficiary or Veteran.

[[Page 94486]]

    Each business line desired to understand the components of the 
overall customer experience. Each VBA business line wanted to engage 
their Veteran population with relevant questions regarding their 
experience. The following outlines how that is approached with each of 
the lines of business.
    The Federal Register Notice with a 60-day comment period soliciting 
comments on this collection of information was published at Vol. 81, 
No. 187 on September 27, 2016, at pages 66328-66329.
    Affected Public: Individuals or households.

Compensation and Pension Programs

    During 2014 J.D. Power fielded three survey instruments for the 
Compensation and Pension programs. Discussions with stakeholders from 
both programs indicated that one survey instrument could be used for 
both Compensation and Pension Enrollment category claimants. In FY2015, 
Compensation and Pension identified the need to separate the Enrollment 
survey to better serve the business needs of each program.
    The Compensation Enrollment survey pool for the VOV Continuous 
Measurement Study includes individuals who have received a decision on 
a compensation benefit claim within 30 days prior to the fielding 
period. This includes those who were found eligible on a new or 
subsequent claim and those who have been denied and lack a current 
appeal of the decision. The Pension Enrollment survey pool includes 
individuals who have received a decision on a pension benefit claim 
within the past 30 days. The Compensation Servicing survey pool 
includes individuals who received a decision and are receiving benefit 
payments. The Pension Servicing survey pool includes individuals who 
established and completed a claim in the previous fiscal year.

Education Program

    J.D. Power fielded two survey instruments for Education Service. 
The Education Enrollment survey pool includes individuals who received 
a decision on their education benefit application within 90 days (i.e., 
the original end-product was cleared within the past 90 days) prior to 
the fielding period. The Education Servicing survey pool includes 
beneficiaries who are currently receiving benefits. The definition of 
those receiving benefits varies based on the educational program. 
Chapter 33 beneficiaries who have received at least 2 payments for 
``tuition'' in the past 9 months are included in the survey pool. 
Chapter 30, Chapter 1606, and Chapter 1607 beneficiaries who have 
received 5 monthly payments during the past 9 months are included.

Loan Guaranty and Specially Adapted Housing Programs

    J.D. Power fielded two survey instruments for Loan Guaranty 
Service. The survey pool for the tracking study for the LGY Enrollment 
questionnaire includes individuals from a 30 day period who closed on a 
VA home loan in the 90 days prior to the fielding period. The sample is 
stratified as follows: (1) Those who closed on purchase loans, (2) 
those who received loans for interest rate reductions, and (3) those 
who obtained cash out or other refinancing. The survey pool for the 
tracking study for the SAH Servicing questionnaire includes individuals 
who are eligible for a specially adapted housing grant and in the past 
12 months have: (1) Received an approval on their grant and are 
currently somewhere in post-approval, (2) have had all their funds 
dispersed and final accounting is not yet complete, and (3) have had 
all of their funds dispersed and final accounting is complete.

Vocational Rehabilitation and Employment Program

    J.D. Power fielded three survey instruments for Vocational 
Rehabilitation & Employment Service (VR&E). The VR&E Enrollment survey 
pool includes individuals who applied within the last 12 months, 
entered Evaluation and Planning and (1) entered any of the following 
case statuses: Extended Evaluation, Independent Living (IL), 
Rehabilitation to Employment (RTE), or Job Ready Status (JRS) (excludes 
re-applicants), or (2) were found not entitled. The VR&E Servicing 
survey pool includes individuals who in the last 30 days were in a plan 
of services for more than 60 days, all rehabilitated participants, and 
MRGs. Participants who interrupted their plan are excluded. The VR&E 
Non-Participant survey explores why eligible individuals chose not to 
pursue the benefit entitlement. The VR&E Non-Participant questionnaire 
survey pool includes individuals who dropped out of the program prior 
to completing a rehabilitation plan. The sample is stratified as 
follows: (1) Applicants who never attended the initial meeting with a 
counselor, (2) applicants who were entitled to the program but did not 
pursue a plan of service, and (3) applicants who started, but did not 
complete a rehabilitation plan (i.e., negative closures).
    The complete survey methodology is available as a supplemental 
document to this information collection: Voice of the Veteran 
Methodology FY17.
    The FY15 Non Response Bias Reports are also attached. The FY16 
reporting and Non Response Bias Reports will be made available upon 
completion.
    Estimated Annual Burden: 32,701 hours per year for the life of the 
collection.
    Estimated Average Burden per Respondent: 15 minutes.
    Frequency of Response: Once Annually (Respondents will not be 
surveyed more than once in a given year.
    Estimated Number of Respondents: 130,800

    By direction of the Secretary.
Cynthia Harvey-Pryor,
Department of Veterans Affairs, Program Specialist (005R1B), Office of 
Privacy and Records Management, Office of Information Technology.
[FR Doc. 2016-30961 Filed 12-22-16; 8:45 am]
BILLING CODE 8320-01-P

94486 Federal Register / Vol. 81, No. 247 / Friday, December 23, 2016 / Notices

Each business line desired to ‘‘tuition’’ in the past 9 months are complete a rehabilitation plan (i.e.,
understand the components of the included in the survey pool. Chapter 30, negative closures).
overall customer experience. Each VBA Chapter 1606, and Chapter 1607 The complete survey methodology is
business line wanted to engage their beneficiaries who have received 5 available as a supplemental document
Veteran population with relevant monthly payments during the past 9 to this information collection: Voice of
questions regarding their experience. months are included. the Veteran Methodology FY17.
The following outlines how that is The FY15 Non Response Bias Reports
approached with each of the lines of Loan Guaranty and Specially Adapted are also attached. The FY16 reporting
business. Housing Programs and Non Response Bias Reports will be
The Federal Register Notice with a J.D. Power fielded two survey made available upon completion.
60-day comment period soliciting instruments for Loan Guaranty Service. Estimated Annual Burden: 32,701
comments on this collection of The survey pool for the tracking study hours per year for the life of the
information was published at Vol. 81, for the LGY Enrollment questionnaire collection.
No. 187 on September 27, 2016, at pages includes individuals from a 30 day Estimated Average Burden per
66328–66329. period who closed on a VA home loan Respondent: 15 minutes.
Affected Public: Individuals or Frequency of Response: Once
in the 90 days prior to the fielding
households. Annually (Respondents will not be
period. The sample is stratified as
surveyed more than once in a given
Compensation and Pension Programs follows: (1) Those who closed on
year.
During 2014 J.D. Power fielded three purchase loans, (2) those who received Estimated Number of Respondents:
survey instruments for the loans for interest rate reductions, and (3) 130,800
Compensation and Pension programs. those who obtained cash out or other
refinancing. The survey pool for the By direction of the Secretary.
Discussions with stakeholders from both
tracking study for the SAH Servicing Cynthia Harvey-Pryor,
programs indicated that one survey
instrument could be used for both questionnaire includes individuals who Department of Veterans Affairs, Program
are eligible for a specially adapted Specialist (005R1B), Office of Privacy and
Compensation and Pension Enrollment Records Management, Office of Information
category claimants. In FY2015, housing grant and in the past 12 months
have: (1) Received an approval on their Technology.
Compensation and Pension identified [FR Doc. 2016–30961 Filed 12–22–16; 8:45 am]
the need to separate the Enrollment grant and are currently somewhere in
survey to better serve the business needs post-approval, (2) have had all their BILLING CODE 8320–01–P

of each program. funds dispersed and final accounting is
The Compensation Enrollment survey not yet complete, and (3) have had all
of their funds dispersed and final DEPARTMENT OF VETERANS
pool for the VOV Continuous AFFAIRS
Measurement Study includes accounting is complete.
individuals who have received a Vocational Rehabilitation and Notice that Certain VA Homeless
decision on a compensation benefit Employment Program Providers Grants Will Be Terminated
claim within 30 days prior to the
fielding period. This includes those who J.D. Power fielded three survey AGENCY: VA Homeless Providers Grant
were found eligible on a new or instruments for Vocational and Per Diem (GPD) Program, Veterans
subsequent claim and those who have Rehabilitation & Employment Service Health Administration (VHA),
been denied and lack a current appeal (VR&E). The VR&E Enrollment survey Department of Veterans Affairs (VA).
of the decision. The Pension Enrollment pool includes individuals who applied ACTION: Notice that certain VA homeless
survey pool includes individuals who within the last 12 months, entered providers grants will be terminated.
have received a decision on a pension Evaluation and Planning and (1) entered
any of the following case statuses: SUMMARY: VA is announcing that all per
benefit claim within the past 30 days.
Extended Evaluation, Independent diem funding for grants awarded during
The Compensation Servicing survey
Living (IL), Rehabilitation to fiscal year (FY) 1994 through FY 2016
pool includes individuals who received
Employment (RTE), or Job Ready Status under VA’s Homeless Providers GPD
a decision and are receiving benefit
(JRS) (excludes re-applicants), or (2) will be terminated, in accordance with
payments. The Pension Servicing survey
were found not entitled. The VR&E the grant award agreements. This does
pool includes individuals who
Servicing survey pool includes not apply to special need grants and
established and completed a claim in
individuals who in the last 30 days were Transition in Place (TIP) grants.
the previous fiscal year. Prior to September 30, 2017, VA will
in a plan of services for more than 60
Education Program days, all rehabilitated participants, and offer the opportunity to compete for
J.D. Power fielded two survey MRGs. Participants who interrupted new grants through a Notice of Funding
instruments for Education Service. The their plan are excluded. The VR&E Non- Availability (NOFA) to grantees whose
Education Enrollment survey pool Participant survey explores why eligible transitional housing and service center
includes individuals who received a individuals chose not to pursue the grants will be terminated. This will
decision on their education benefit benefit entitlement. The VR&E Non- allow the Department and grantees to
application within 90 days (i.e., the Participant questionnaire survey pool refocus programs and resources to better
original end-product was cleared within includes individuals who dropped out serve the homeless Veteran population.
the past 90 days) prior to the fielding of the program prior to completing a DATES: December 19, 2016.
mstockstill on DSK3G9T082PROD with NOTICES

period. The Education Servicing survey rehabilitation plan. The sample is ADDRESSES: VA Homeless Providers
pool includes beneficiaries who are stratified as follows: (1) Applicants who Grant and Per Diem Field Office, 10770
currently receiving benefits. The never attended the initial meeting with North 46th Street Suite C–200, Tampa,
definition of those receiving benefits a counselor, (2) applicants who were Florida 33617
varies based on the educational entitled to the program but did not FOR FURTHER INFORMATION CONTACT: Mr.
program. Chapter 33 beneficiaries who pursue a plan of service, and (3) Jeffery L. Quarles, Director, VA
have received at least 2 payments for applicants who started, but did not Homeless Providers Grant and Per Diem

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Document Created: 2016-12-23 12:29:11
Document Modified: 2016-12-23 12:29:11

Category		Regulatory Information
Collection		Federal Register
sudoc Class		AE 2.7: GS 4.107: AE 2.106:
Publisher		Office of the Federal Register, National Archives and Records Administration
Section		Notices
Action		Notice.
Dates		Comments must be submitted on or before January 23, 2017.
Contact		Cynthia Harvey-Pryor, Enterprise Records Service (005R1B), Department of Veterans Affairs, 810 Vermont Avenue NW., Washington, DC 20420, (202) 461-5870 or email [email protected] Please refer to ``OMB Control No. 2900- 0782.''
FR Citation		81 FR 94485