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)

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, 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.

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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 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