VISN 20 Tele-Call Center Svc Generic_Clearance_Request

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 2900-0770)

TITLE OF INFORMATION COLLECTION:

VISN 20 Telephone Call Center Customer Service Satisfaction Survey

PURPOSE:

The collection of data from patients is to capture their overall satisfaction with their telephone customer service call center experience. The results of the survey will be shared with call center agents in training/coaching sessions. Overall data will be captured as a baseline for VA’s service delivery and the “Veterans Voice” of the VISN 20 PACT Virtual Call Center pilot.

DESCRIPTION OF RESPONDENTS:

Patients calling into the VISN 20 PACT Virtual Call Center to schedule appointments with primary care.

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: Sheila Arie, Project Manager, VISN 20 PACT Call Center

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 [ ] No

3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ ] 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
Individuals& Households	1800	5	150
Totals			150

FEDERAL COST: The estimated annual cost to the Federal government is $0 for automated call.

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? [ ] Yes [X] 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?

Respondents will be chosen from patients calling into the VISN 20 PACT Virtual Call Center to schedule appointments with primary care. Prior to the Veteran being connected to a call center representative, he will be asked if he wants to take a customer satisfaction survey after the completion of his call. If he responds “yes” he will be automatically connected to the survey at the end of his call. 

Administration of the Instrument

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

[ ] Web-based or other forms of Social Media

[X] Telephone

[ ] In-person

[ ] 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.

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