[Federal Register Volume 76, Number 15 (Monday, January 24, 2011)]
[Notices]
[Pages 4152-4154]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2011-1273]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-New (VOV)]
Proposed Information Collection (Veterans Benefits Administration
(VBA) Voice of the Veteran (VOV) Pilot Surveys) Activity: Comment
Request
AGENCY: Veterans Benefits Administration, Department of Veterans
Affairs.
ACTION: Notice.
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SUMMARY: The Veterans Benefits Administration (VBA), 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 new
collection, and allow 60 days for public comment in response to the
notice. This notice solicits comments information needed to determine
beneficiary satisfaction with benefit application and servicing
processes for the VBA Compensation and Pension (C&P) Service, Education
(EDU) Service, Vocational Rehabilitation and Employment (VR&E) Service
and Loan Guaranty (LGY) Service.
DATES: Written comments and recommendations on the proposed collection
of information should be received on or before March 25, 2011.
ADDRESSES: Submit written comments on the collection of information
through the Federal Docket Management System (FDMS) at http://www.Regulations.gov or to Nancy J. Kessinger, Veterans Benefits
Administration (20M35), Department of Veterans Affairs, 810 Vermont
Avenue, NW., Washington, DC 20420 or e-mail [email protected].
Please refer to ``OMB Control No. 2900-New (VOV)'' in any
correspondence. During the comment period, comments may be viewed
online through FDMS.
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FOR FURTHER INFORMATION CONTACT: Nancy J. Kessinger at (202) 461-9769
or FAX (202) 275-5947.
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: Veterans Benefits Administration (VBA) Voice of the Veteran
(VOV) Pilot Surveys.
a. Compensation and Pension (C&P) Service Surveys
J.D. Power will be pilot testing three survey instruments for the
Compensation and Pension (C&P) Service line of business. Based on the
numerous interviews conducted, JDPA has separated the Veterans
experience with C&P into two categories--Enrollment in a Benefit and
Servicing of a Benefit. There will be one survey instrument for the
Enrollment category that will be used for both compensation and pension
claimants; compensation beneficiaries and pension beneficiaries will
receive separate Servicing instruments. The Enrollment questionnaire
will include factors relating to benefit eligibility and the
application process, benefit entitlement, benefit information, and VA
personnel. The Servicing questionnaires will include the same factors
as Enrollment, with the exception of benefit eligibility and the
application process factor. The results of the pilot test will be used
to examine the effectiveness and reliability of the survey instrument,
including an evaluation of the levels of non-response for each
question.
The survey pool for the pilot C&P Enrollment questionnaire will
include individuals who have received a decision on a compensation or
pension benefit claim within 30 days prior to the fielding period. The
sample will be stratified as follows: (1) Type of benefit (i.e.,
Compensation, Pension), (2) claimants who were found eligible, (3)
claimants who were found ineligible and are not appealing their claim.
The survey pool for the pilot Compensation servicing questionnaire will
include individuals who have been receiving compensation benefits for
at least 6 months or individuals who received a decision on a
compensation claim 6-18 months prior to the field period. The sample
will be stratified as follows: (1) Individuals who were granted a
decision, are receiving benefits and not appealing their benefit, (2)
individuals who were granted a decision, are receiving benefits and are
appealing their benefit, (3) individuals who were denied benefits and
are appealing, (4) individuals who were denied benefits and are not
appealing. The survey pool for the pilot Pension servicing
questionnaire will include individuals who have been receiving pension
benefits for at least 6 months or individuals who received a decision
on a pension claim 6-18 months prior to the field period. The sample
will be stratified as follows: (1) Individuals who were granted a
decision, are receiving benefits and not appealing their benefit, (2)
individuals who were granted a decision, are receiving benefits and are
appealing for additional special benefits (i.e., Aid and Attendance,
Housebound), (3) individuals who were denied benefits and are
appealing.
b. Education (EDU) Service Surveys
J.D. Power will be pilot testing two survey instruments for the
Education (EDU) Service line of business. Based on the numerous
interviews conducted, JDPA has separated the Veterans experience with
Education into two categories--Enrollment in a Benefit and Servicing of
a Benefit. There will be one survey instrument for the Enrollment
category and one survey instrument for the Servicing category. The
Enrollment questionnaire will include factors relating to benefit
eligibility and the application process, benefit entitlement, benefit
information, and VA personnel. The Servicing questionnaire will include
the same factors as Enrollment, with the exception of benefit
eligibility and the application process factor. The results of the
pilot test will be used to examine the effectiveness and reliability of
the survey instrument, including an evaluation of the levels of non-
response for each question.
The survey pool for the pilot Education Enrollment questionnaire
will include individuals who have received a decision on their
education benefit application within 90 days (i.e., the original end-
product has been cleared within the past 90 days) prior to the fielding
period. The sample will be stratified as follows: (1) Accepted and
enrolled, (2) accepted and not enrolled, (3) denied. The survey pool
for the pilot Education Servicing questionnaire will include
beneficiaries who have been enrolled and receiving education benefit
payments for at least 2 consecutive school terms prior to the fielding
period.
c. Loan Guaranty (LGY) Service Surveys
J.D. Power will be pilot testing two survey instruments for the
Loan Guaranty (LGY) Service line of business. Based on the numerous
interviews conducted, JDPA has separated the Veterans experience with
Loan Guaranty into two categories--Home Loan Enrollment and Processing,
and Specially Adapted Housing Servicing (Assessment and Grant Process).
There will be one survey instrument for the Home Loan category, and one
survey instrument for the Specially Adapted Housing category. The Home
Loan Enrollment questionnaire will include factors relating to benefit
eligibility and the application process, benefit entitlement, benefit
information, and VA personnel. Additionally, the Home Loan
questionnaire will address areas specific to the Loan Process. The
Specially Adapted Housing Servicing questionnaire will include the same
factors as Home Loan, but will address the grant process rather than
the loan process. The results of the pilot test will be used to examine
the effectiveness and reliability of the survey instrument, including
an evaluation of the levels of non-response for each question.
The survey pool for the pilot LGY Enrollment questionnaire will
include individuals who closed a VA home loan in the 30 days prior to
the fielding period. The sample will be 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 pilot SAH servicing questionnaire
will include individuals who are eligible for a specially adapted
housing grant in FY 2009. The sample will be stratified as follows: (1)
Those who have not yet applied, (2) those who have applied but have not
yet received a decision, (3) those who have received an approval on
their grant and are currently somewhere in post-approval, (4) those who
have had all their funds disbursed and final accounting is not yet
complete, and (5) those who have had
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all of their funds disbursed and final accounting is complete.
d. Vocational Rehabilitation and Employment (VR&E) Service Surveys
J.D. Power will be pilot testing three survey instruments for the
Vocational Rehabilitation and Employment (VR&E) Service line of
business. Based on the numerous interviews conducted, JDPA has
separated the Veterans experience with Education into three
categories--Enrollment in a Benefit, Servicing of a Benefit, and
Escaped Beneficiaries. There will be one survey instrument for the
Enrollment category, one survey instrument for the Servicing category,
and one survey instrument for the Escaped Beneficiary category. The
Enrollment questionnaire will include factors relating to benefit
eligibility and the application process, benefit entitlement, benefit
information, and VA personnel. The Servicing questionnaire will include
the same factors as Enrollment, with the exception of benefit
eligibility and the application process factor. The Escaped Beneficiary
questionnaire will include similar factors to Enrollment and Servicing;
however, the questionnaire will address the experience that is unique
to potential beneficiaries who applied for the benefit but decided not
to pursue the benefit or services provided, including the reasons why
they chose not to continue with the benefit application process or the
VR&E program. The results of the pilot test will be used to examine the
effectiveness and reliability of the survey instrument, including an
evaluation of the levels of non-response for each question.
The survey pool for the pilot VR&E Enrollment questionnaire will
include individuals who had an initial meeting with their VR&E
counselor and were granted a decision regarding their entitlement in
the past 60 days prior to the fielding period. The sample will be
stratified as follows: (1) Those who applied, showed up for an initial
appointment, were found entitled to and decided to pursue the program,
(2) those who applied, showed up for an initial appointment, were found
entitled to and decided not to pursue the program, (3) those who
applied, showed up for an initial appointment and were not found
entitled to the program. The survey pool for the pilot VR&E Servicing
questionnaire will include individuals who have entered and been
enrolled in one of the five tracks for at least 60 days prior to the
fielding period. The sample will be stratified as follows: (1) Veterans
who are currently participating, (2) Veterans who have been
rehabilitated, (3) Veterans who did not fully complete program
(negative closures), and (4) Veterans who have reached maximum
rehabilitation gain and could not proceed in program. The survey pool
for the pilot VR&E Escaped Beneficiary questionnaire will include
individuals who dropped out of the program prior to completing a
rehabilitation plan. The sample will be stratified as follows: (1)
Applicants who never attended the initial meeting with a counselor, (2)
applicants who were determined to be entitled and did not complete a
rehabilitation plan, and (3) applicants who started, but did not
complete rehabilitation (i.e., negative closures).
OMB Control Number: 2900--New (VOV).
Type of Review: New collection.
Abstract: In 2008, VBA recognized a need to develop and design an
integrated, comprehensive Voice of the Veteran (VOV) measurement
program for their lines of business. This continuous measurement
program will help VBA understand what is important to Veterans relative
to VBA services and will provide VA/VBA leadership with actionable and
timely customer feedback on how VBA is performing against those
metrics. Insights will help identify opportunities for improvement and
measure the impact of improvement initiatives.
The program started with numerous interviews with stakeholders at
various levels within the VBA organization and Veterans Service
Organizations to identify information needs and perceived gaps in
current processes. Surveys are designed to address those needs.
VBA has engaged J.D. Power and Associates to conduct this survey
initiative. The questionnaires are drafted in accordance with the J.D.
Power and Associates Index Model--the cornerstone of all proprietary
and syndicated research studies conducted by J.D. Power. The model will
allow J.D. Power to quantify, based on the survey data, what is most
important and least important with regard to satisfying our nation's
Veterans.
All survey instruments for each line of business, Compensation and
Pension Service, Education Service, Vocational Rehabilitation and
Employment Service, and Loan Guaranty Service, will contain common
factors to allow VBA to compare scores across lines of business. In
addition, JDPA will be in a position to provide VBA with an Overall
Satisfaction score for their experience across all benefits provided by
VBA.
Affected Public: Individuals and Households.
Estimated Annual Burden:
a. Compensation and Pension (C&P) Service Surveys--3,000 hours.
b. Education (EDU) Service Surveys--1,500 hours.
c. Loan Guaranty (LGY) Service Surveys--1,125 hours.
d. Vocational Rehabilitation and Employment (VR&E) Service
Surveys--1,875 Hours
Estimated Average Burden per Respondent: 15 minutes.
Frequency of Response: One time.
Estimated Number of Respondents:
a. Compensation and Pension (C&P) Service Surveys--12,000.
b. Education (EDU) Service Surveys--6,000.
c. Loan Guaranty (LGY) Service Surveys--4,500.
d. Vocational Rehabilitation and Employment (VR&E) Service
Surveys--7,500.
Dated: January 18, 2011.
By direction of the Secretary.
Denise McLamb,
Program Analyst, Enterprise Records Service.
[FR Doc. 2011-1273 Filed 1-21-11; 8:45 am]
BILLING CODE 8320-01-P