60-day FRN - Generic Clearance for Qual Feedback on Service Delivery - 2900-0770

Federal Register / Vol. 85, No. 142 / Thursday, July 23, 2020 / Notices
be summarized and/or included in the
request for OMB approval. All
comments will become a matter of
public record. Comments are invited on:
(a) Whether the collection of
information is necessary for the proper
performance of the functions of the
agency, including whether the
information shall have practical utility;
(b) the accuracy of the agency’s estimate
of the burden of the collection of
information; (c) ways to enhance the
quality, utility, and clarity of the
information to be collected; (d) ways to
minimize the burden of the collection of
information on respondents, including
through the use of automated collection
techniques or other forms of information
technology; and (e) estimates of capital
or start-up costs and costs of operation,
maintenance, and purchase of services
to provide information.
Approved: July 17, 2020.
Chakinna B. Clemons,
Supervisory Tax Analyst.
[FR Doc. 2020–15948 Filed 7–22–20; 8:45 am]
BILLING CODE 4830–01–P

DEPARTMENT OF VETERANS
AFFAIRS
[OMB Control No. 2900–0770]

Agency Information Collection
Activity: Generic Clearance for the
Collection of Qualitative Feedback on
Agency Service Delivery
Veterans Health
Administration, Department of Veterans
Affairs.
ACTION: Notice.
AGENCY:

Veterans Health
Administration, 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 September 21,
2020.

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SUMMARY:

Submit written comments
on the collection of information through
Federal Docket Management System
(FDMS) at www.Regulations.gov or to
Brian McCarthy, Office of Regulatory

ADDRESSES:

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and Administrative Affairs (10B4),
Department of Veterans Affairs, 810
Vermont Avenue NW, Washington, DC
20420 or email to Brian.McCarthy4@
va.gov. Please refer to ‘‘OMB Control
No. 2900–0770’’ in any correspondence.
During the comment period, comments
may be viewed online through FDMS.
FOR FURTHER INFORMATION CONTACT:
Brian McCarthy at (202) 615–9241.
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, VHA invites
comments on: (1) Whether the proposed
collection of information is necessary
for the proper performance of VHA’s
functions, including whether the
information will have practical utility;
(2) the accuracy of VHA’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: Public Law 104–13; 44
U.S.C. 3501–3521.
Title: Generic Clearance for the
Collection of Qualitative Feedback on
Agency Service Delivery.
OMB Control Number: 2900–0770.
Type of Review: Revision of a
currently approved collection.
Abstract: The proposed information
collection activity provides a means to
garner qualitative customer and
stakeholder feedback in an efficient,
timely manner, in accordance with the
Administration’s commitment to
improving service delivery. By
qualitative feedback we mean
information that provides useful
insights on perceptions and opinions,
but are not statistical surveys that yield
quantitative results that can be
generalized to the population of study.
This feedback will provide insights into
customer or stakeholder perceptions,
experiences and expectations, provide
an early warning of issues with service,
or focus attention on areas where
communication, training or changes in
operations might improve delivery of
products or services. These collections
will allow for ongoing, collaborative and
actionable communications between the
Agency and its customers and

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stakeholders. It will also allow feedback
to contribute directly to the
improvement of program management.
The solicitation of feedback will target
areas such as: Timeliness,
appropriateness, accuracy of
information, courtesy, efficiency of
service delivery, and resolution of
issues with service delivery. Responses
will be assessed to plan and inform
efforts to improve or maintain the
quality of service offered to the public.
If this information is not collected, vital
feedback from customers and
stakeholders on the Agency’s services
will be unavailable.
The Agency will only submit a
collection for approval under this
generic clearance if it meets the
following conditions:
• The collections are voluntary;
• The collections are low-burden for
respondents (based on considerations of
total burden hours, total number of
respondents, or burden-hours per
respondent) and are low-cost for both
the respondents and the Federal
Government;
• The collections are
noncontroversial and do not raise issues
of concern to other Federal agencies;
• Any 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 near future;
• Personally identifiable information
(PII) is collected only to the extent
necessary and is not retained;
• Information gathered will be used
only internally for general service
improvement and program management
purposes and is not intended for release
outside of the agency;
• Information gathered will not be
used for the purpose of substantially
informing influential policy decisions;
and
• Information gathered will yield
qualitative information; the collections
will not be designed or expected to
yield statistically reliable results or used
as though the results are generalizable to
the population of study.
Feedback collected under this generic
clearance provides useful information,
but it does not yield data that can be
generalized to the overall population.
This type of generic clearance for
qualitative information will not be used
for quantitative information collections
that are designed to yield reliably
actionable results, such as monitoring
trends over time or documenting
program performance. Such data uses
require more rigorous designs that
address: The target population to which
generalizations will be made, the
sampling frame, the sample design

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Federal Register / Vol. 85, No. 142 / Thursday, July 23, 2020 / Notices

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(including stratification and clustering),
the precision requirements or power
calculations that justify the proposed
sample size, the expected response rate,
methods for assessing potential
nonresponse bias, the protocols for data
collection, and any testing procedures
that were or will be undertaken prior to
fielding the study. Depending on the
degree of influence the results are likely
to have, such collections may still be
eligible for submission for other generic
mechanisms that are designed to yield
quantitative results.
As a general matter, information
collections will not result in any new
system of records containing privacy
information and will not ask questions
of a sensitive nature, such as sexual
behavior and attitudes, religious beliefs,
and other matters that are commonly
considered private.
Affected Public: Individuals and
Households; Businesses and

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Organizations; State, Local or Tribal
Government.
Estimated Annual Burden: 235,584
total hours.
Customer Satisfaction Surveys:
73,334.
Focus Groups: 33,000.
Customer Comment Cards: 5,500.
Small Discussion Groups: 2,750.
Cognitive Laboratory Studies: 33,000.
Qualitative Customer Satisfaction
Surveys: 41,250.
In-Person Observation Testing: 5,500.
Patient Surveys: 41,250.
Estimated Average Burden per
Respondent:
Customer Satisfaction Surveys: 40
minutes.
Focus Groups: 60 minutes.
Customer Comment Cards: 30
minutes.
Small Discussion Groups: 30 minutes.
Cognitive Laboratory Studies: 60
minutes.
Qualitative Customer Satisfaction
Surveys: 30 minutes.

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In-Person Observation Testing: 30
minutes.
Patient Surveys: 30 minutes.
Frequency of Response: Once.
Estimated Number of Respondents:
368,500 total.
Customer Satisfaction Surveys:
110,000.
Focus Groups: 33,000.
Customer Comment Cards: 11,000.
Small Discussion Groups: 5,500.
Cognitive Laboratory Studies: 33,000.
Qualitative Customer Satisfaction
Surveys: 82,500.
In-Person Observation Testing:
11,000.
Patient Surveys: 82,500.
By direction of the Secretary.
Danny S. Green,
VA Clearance Officer, Office of Quality,
Performance and Risk (OQPR), Department
of Veterans Affairs.
[FR Doc. 2020–15909 Filed 7–22–20; 8:45 am]
BILLING CODE 8320–01–P

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