VA Memorial Products Survey (Headstones, Markers, Medallions, and Presidential Memorial Certificates

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 2900-0571)

T ITLE OF INFORMATION COLLECTION:

VA Memorial Products Survey

(Headstones, Markers, Medallions, and Presidential Memorial Certificates)

PURPOSE:

This is an annual survey to assess satisfaction and customer focused improvement opportunities for key MPS products, services, and processes. Information gathered will provide overall satisfaction measures and multiple process indicators that will serve as a basis for process improvements, revised product service features, and the identification of new needs and expectations.

DESCRIPTION OF RESPONDENTS:

Two key customer groups:

• Next-of Kin

• Funeral Directors.

Next-of-kin are the primary customer for MPS products and services. The products are for their loved one (either as a headstone, marker, medallion to mark a gravesite or Presidential Memorial Certificate for family to remember the service provided to the nation). This primary group of customers may interact with MPS by independently completing forms and ordering products with assistance from others (usually a funeral director). Their input is critical to ensuring MPS processes and products are designed and delivered in a way that meets their needs during this difficult time.

Funeral directors often work with next-of-kin to identify needs, complete forms, and place orders for MPS products and services. Due to their role is assisting next-of kin during this critical time, MPS needs to understand their perceptions of our products, services, and the ease of using our processes.

TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [ X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group

[ ] Focus Group [ ] Other: ______________________

CERTIFICATION:

I certify the following to be true:

1. The collection is voluntary.

2. The collection is low-burden for respondents and low-cost for the Federal Government.

3. The collection is non-controversial and does not raise issues of concern to other federal agencies.

4. The results are not intended to be disseminated to the public.

5. Information gathered will not be used for the purpose of substantially informing influential policy decisions.

6. The collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the future.

Name:_Eric Malloy______________________________________

To assist review, please provide answers to the following question:

Personally Identifiable Information:

1. Is personally identifiable information (PII) collected? [ ] Yes [X] No

2. If Yes, will any information that is collected be included in records that are subject to the Privacy Act of 1974? [ ] Yes [X ] No

3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ X] No

Gifts or Payments:

Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [ ] Yes [X ] No

BURDEN HOURS

Category of Respondent	No. of Respondents	Participation Time	Burden
Next of kin	2,000	10 minutes per survey	334 hrs. annually
Funeral Directors	2,000	10 minutes per survey	334 hrs. annually
Totals	4,000	10 min. per survey	668 hrs annually

FEDERAL COST: The estimated annual cost to the Federal government is $50,000

If you are conducting a focus group, survey, or plan to employ statistical methods, please provide answers to the following questions:

The selection of your targeted respondents

1. Do you have a customer list or something similar that defines the universe of potential respondents and do you have a sampling plan for selecting from this universe? [ X] Yes [ ] No

If the answer is yes, please provide a description of both below (or attach the sampling plan)? If the answer is no, please provide a description of how you plan to identify your potential group of respondents and how you will select them?

Information will be gathered through administration of a paper survey. Potential sample group is identified from orders placed for headstones, markers, or medallions to be delivered to private cemeteries. The sample timeframe is from 7/2010 to 4/2011.

A contractor designs a sampling plan and then pulls a sufficient number of orders (approximately 4,000) to ensure a statistically valid sample (95% confidence +-5%) of both next-of-kin and funeral directors and be valid for the two main product lines (headstones and markers).

Administration of the Instrument

1. How will you collect the information? (Check all that apply)

[ ] Web-based or other forms of Social Media

[ ] Telephone

[ ] In-person

[ X ] Mail

[ ] Other, Explain

2. Will interviewers or facilitators be used? [ ] Yes [ X] No

Please make sure that all instruments, instructions, and scripts are submitted with the request.

Instructions for completing Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback”

TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is the subject of the request. (e.g. Comment card for soliciting feedback on xxxx)

PURPOSE: Provide a brief description of the purpose of this collection and how it will be used. If this is part of a larger study or effort, please include this in your explanation.

DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group or groups for this collection of information. These groups must have experience with the program.

TYPE OF COLLECTION: Check one box. If you are requesting approval of other instruments under the generic, you must complete a form for each instrument.

CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the collection will be returned as improperly submitted or it will be disapproved.

Personally Identifiable Information: Provide answers to the questions. Note: Agencies should only collect PII to the extent necessary, and they should only retain PII for the period of time that is necessary to achieve a specific objective.

Gifts or Payments: If you answer yes to the question, please describe the incentive and provide a justification for the amount.

BURDEN HOURS:

Category of Respondents: Identify who you expect the respondents to be in terms of the following categories: (1) Individuals or Households;(2) Private Sector; (3) State, local, or tribal governments; or (4) Federal Government. Only one type of respondent can be selected per row.

No. of Respondents: Provide an estimate of the Number of respondents.

Participation Time: Provide an estimate of the amount of time required for a respondent to participate (e.g. fill out a survey or participate in a focus group)

Burden: Provide the Annual burden hours: Multiply the Number of responses and the participation time and divide by 60.

FEDERAL COST: Provide an estimate of the annual cost to the Federal government.

If you are conducting a focus group, survey, or plan to employ statistical methods, please provide answers to the following questions:

The selection of your targeted respondents. Please provide a description of how you plan to identify your potential group of respondents and how you will select them. If the answer is yes, to the first question, you may provide the sampling plan in an attachment.

Administration of the Instrument: Identify how the information will be collected. More than one box may be checked. Indicate whether there will be interviewers (e.g. for surveys) or facilitators (e.g., for focus groups) used.

Submit all instruments, instructions, and scripts are submitted with the request.

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