VBA Call Center Satisfaction Survey

Forms and Documents

Document Name	Status
2018-13818.pdf Supplementary Document	2018-07-10
2900-0744_Supporting_Statement_A_04.04.2018.docx Supporting Statement A	2018-04-17
2018-07949.pdf Supplementary Document	2018-04-17
Questionnaire_Response_Option_Examples.docx Supplementary Document	2018-03-29
2900-0744_Supporting_Statement_B_03.29.18.docx Supporting Statement B	2018-03-29

IC Document Collections

IC ID	Document Title	Status
222114	VBA Pension National Call Center (NPCC) Satisfaction Survey Other-Computer Assisted Telephone Interviewing Survey Instrument	Modified
222113	VBA National Call Center (NCC) Satisfaction Survey Other-Computer Assisted Telephone Interview Survey	Modified
189917	VBA Education Call Center (ECC) Satisfaction Survey Other-Computer Assisted Telephone Interview Survey	Modified

ICR Details

OMB Control No: 2900-0744	ICR Reference No: 201802-2900-012
Status: Active	Previous ICR Reference No: 201606-2900-004
Agency/Subagency: VA	Agency Tracking No: VBA-BAS-NK
Title: VBA Call Center Satisfaction Survey
Type of Information Collection: Reinstatement with change of a previously approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 02/11/2019
	Date Received in OIRA: 11/30/2018
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2022	36 Months From Approved
Responses	36,000	0	0
Time Burden (Hours)	3,600	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: As part of VBA's continuing commitment to improve the overall service quality, the VBA will benefit from obtaining direct feedback from veterans regarding their recent call center experience. Specifically, veteran feedback will provide the VBA three key benefits: 1) identify what is most important to veterans in determining their satisfaction with their 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 provided to veterans and active duty personnel.

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Authorizing Statute(s): US Code: 38 USC 557 Name of Law: Evaluation and Data Collection
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 7949	04/17/2018
30-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 13818	06/27/2018
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
VBA Education Call Center (ECC) Satisfaction Survey
VBA Pension National Call Center (NPCC) Satisfaction Survey
VBA National Call Center (NCC) Satisfaction Survey

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	36,000	0	0	0	0	36,000
Annual Time Burden (Hours)	3,600	0	0	0	0	3,600
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The total burden hours for this collection remain the same. However, VA has redistributed burden hours among instrument collections. Program adjustments have been made to support the agency's commitment to ongoing assessment based on respondent feedback. The supporting statement clarifies that this information collection will be refined on an ongoing basis to obtain relevant and timely feedback to improve VA service delivery. VA has explained the use of ongoing flexibilities within the Paperwork Reduction Act to improve survey administration and reduce respondent burdens. Burden hours for individual instruments were reallocated resulting in a simultaneous increase and decrease to the respondent burden. The total respondent burden for this collection remains unchanged. Additionally, the Government burden hours have been updated to reflect the increasing influence and review of this instrument collection to improve processes within VA contact centers.

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Annual Cost to Federal Government: $922,754

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 11/30/2018

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