Veterans Benefits Administration reduces claims backlog, still needs process reforms

The Veterans Benefits Administration has shown progress in eliminating disability claims, but fundamental changes must be made to the claims and appeals processes to prevent future backlog and better serve veterans, according to a review by the National Academy of Public Administration.

Requested by Congress, the report looks at the VBA’s initiatives since 2010 to reduce backlog — defined as claims waiting more than 125 days for decision — as well as its increasingly challenging number of appeals. Claims, which peaked at 611,000 in March 2013, have fallen below 80,000 in recent months, while appeals have increased to more than 443,000.
The independent panel assembled by NAPA interviewed more than 200 individuals, visited VBA facilities and offices, and reviewed documents in order to determine short-term, medium-term and long-term recommendations to enhance veterans services, offer strategies to avoid future backlogs and suggest ways to reduce appeals.

Process modernization initiatives and mandatory overtime over the past three years have helped VBA reduce the backlog, but the complexity of the disability compensation program requires further, aggressive enhancements to VBA’s technology and tools to drive efficiencies and improvements through rule-based and analytic approaches. New metrics should be developed to track backlogs and identify circumstances that lead to another. Consistent practices and performance should be promoted across regional offices. And lessons learned from the policies and decision-making activities reducing claims should be applied to the appeals inventory.

Additionally,. the report said creating a seamless transition from military service to civilian life and transforming the claims and appeals adjudication processes will require the engagement of the veterans service organizations, the Department of Defense, Congress, veterans and other interested parties.

The entire 186-page report can be viewed on NAPA’s website.

http://www.napawash.org/images/reports/2016/VBA-REPORT-FINAL-11-09-16.pdf