82 FR 19140 - Agency Information Collection Activity: Board of Veterans' Appeals Voice of the Veteran Appellant Satisfaction Survey

DEPARTMENT OF VETERANS AFFAIRS

Federal Register Volume 82, Issue 78 (April 25, 2017)

The Board of Veterans' Appeals (Board), 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 proposed extension of a currently approved collection, and allow 60 days for public comment in response to the notice.

[Federal Register Volume 82, Number 78 (Tuesday, April 25, 2017)]
[Notices]
[Page 19140]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2017-08336]


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DEPARTMENT OF VETERANS AFFAIRS

[OMB Control No. 2900-0816]


Agency Information Collection Activity: Board of Veterans' 
Appeals Voice of the Veteran Appellant Satisfaction Survey

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

ACTION: Notice.

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SUMMARY: The Board of Veterans' Appeals (Board), 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 proposed extension of a 
currently approved collection, and allow 60 days for public comment in 
response to the notice.

DATES:  Written comments and recommendations on the proposed collection 
of information should be received on or before June 26, 2017.

ADDRESSES: Submit written comments on the collection of information 
through Federal Docket Management System (FDMS) at www.Regulations.gov 
or to Sue Hamlin, Board of Veterans' Appeals (01C2), Department of 
Veterans Affairs, P.O. Box 27063, Washington, DC 20038, or email: 
[email protected]. Please refer to ``OMB Control No. 2900-0816'' in any 
correspondence. During the comment period, comments may be viewed 
online through FDMS.

FOR FURTHER INFORMATION CONTACT: Sue Hamlin at (202) 632-5100.

SUPPLEMENTARY INFORMATION: Under the PRA of 1995, 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, the Board 
invites comments on: (1) Whether the proposed collection of information 
is necessary for the proper performance of the Board's functions, 
including whether the information will have practical utility; (2) the 
accuracy of BVA'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.

    Authority: (Pub. L. 104-13; 44 U.S.C. 3501-3521).

    Title: Board of Veterans' Appeals Voice of the Veteran Appellant 
Satisfaction Survey.
    OMB Control Number: 2900-0816.
    Type of Review: Renewal.
    Abstract: This notice solicits comments information needed to 
enable the Board to gauge the effectiveness of the Board's process 
delivering information and assistance to Veterans and other appellants, 
as well as assess Veterans' and other appellants' overall level of 
satisfaction with the Board's appeals process. In addition, the data 
will be used by the Board to make improvements to the Board's 
operational processes and service delivery, which in turn, will enable 
the Board to serve Veterans in the most efficient and effective way 
possible.
    Currently, the Board collects customer satisfaction data using the 
Customer Satisfaction Research Study, consisting of two survey 
instruments--the Appellant Satisfaction Telephone Survey and the 
Appellant Satisfaction eSurvey. The Board provides a sample to J.D. 
Power and Associates (JDPA) on a monthly basis of all individuals who 
have been issued a decision in the previous month. JDPA contacts 
individuals to participate in a 5-minute phone survey and are asked at 
the end of the phone survey to provide an email address to participate 
in a longer online eSurvey. If respondents agree to provide their email 
address, JDPA sends an email invitation with the eSurvey link. Survey 
results are aggregated and included in quarterly results reports to the 
Board. The Board will continue to benefit from obtaining direct 
feedback from Veterans and other appellants regarding their experience 
with the Board's appeals process. Specifically, the Veterans' and other 
appellants' feedback will provide the Board three key benefits: (1) 
Identify what is most important to them in determining their 
satisfaction with the Board's appeals process; (2) determine how to 
improve their experience with the Board's appeals process; and (3) 
serve to guide training and/or operational activities aimed at 
enhancing the quality of service provided to Veterans and other 
appellants.
    The Board and JDPA will continue to survey Veterans and other 
appellants who have had their appeal decided through the Board's 
appeals process. This will enable the Board to gauge the effectiveness 
of its process delivering information and assistance to Veterans, as 
well as assess Veterans' overall level of satisfaction with the Board's 
appeals experience. In addition, the data will be used by the Board to 
make potential improvements to its operational processes and service 
delivery, which in turn, will enable the Board to serve Veterans and 
other appellants in the most efficient and effective way possible.
    Affected Public: Individuals and households.
    Estimated Annual Burden: 1,571 hours.
    Estimated Average Burden per Respondent: 5 minutes for telephone 
survey; 12 minutes for eSurvey.
    Frequency of Response: One-time.
    Estimated Number of Respondents: 14,727 total (11,782 for telephone 
survey; 2,945 for eSurvey).

    By direction of the Secretary.
Cynthia Harvey-Pryor,
Agency Clearance Officer, Office of Privacy and Records Management, 
Department of Veterans Affairs.
[FR Doc. 2017-08336 Filed 4-24-17; 8:45 am]
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