Federal Register #29000770

VA Requests Public Comment on Qualitative Feedback Collection for Service Delivery

The Department of Veterans Affairs (VA), including the Veterans Benefits Administration (VBA), Veterans Health Administration (VHA), and National Cemetery Administration (NCA), is seeking public comment on a proposed information collection to improve service delivery. - Purpose: Gather qualitative feedback on agency service delivery for internal program management and quality improvement - Methods include: - Program satisfaction surveys - Focus groups - Customer comment cards - Small discussion groups - Qualitative customer satisfaction surveys - In-person observation testing - Patient surveys - Estimated annual responses: 425,000 - Estimated annual burden: 201,250 hours - No specific OEMs or vendors are involved; this is an internal feedback collection effort - Collection is voluntary, low-burden, and does not collect sensitive or unnecessary personally identifiable information - Applies to all three major VA administrations (VBA, VHA, NCA)

Description

The Department of Veterans Affairs (VA) is seeking public comment on a proposed information collection activity aimed at gathering qualitative feedback on agency service delivery across the Veterans Benefits Administration (VBA), Veterans Health Administration (VHA), and National Cemetery Administration (NCA). This collection will provide insights into customer perceptions, experiences, and expectations to improve service quality. The feedback mechanisms include surveys, focus groups, comment cards, and other qualitative methods. The information collected will be used internally to enhance program management and service delivery.

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