Currently, the Board collects customer satisfaction on a very limited basis. Survey cards are distributed to the appellant if a hearing is conducted and the Board relies on respondents to mail in the postcard. The survey card only measures the appellant's satisfaction with the hearing process and response rates are low. The Board will benefit from obtaining direct feedback from its Veterans and appellants regarding their recent Veterans Information Office (VIO) Call Center experience. Specifically, the Veterans' feedback will provide the Board three key benefits: 1) identify what is most important to its Veterans and appellants in determining their satisfaction with their VIO 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 provide to its Veterans.
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:
(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;
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.
White Paper for 0814.docx
BVA Call Center Questionnaire