In 1994, an appeal took over 24 months to process, a 50-percent increase in 4 years. The Board makes its decision. Officials Cite the Act and Court Decisions as Key Factors in Increased Board Workload

VA officials stated that increased responsibilities imposed on VA by the 1988 act and Court decisions have contributed directly to the substantial increase in claims and appeals processing times as well as to the increased number of remanded decisions. Again, a legislative change is needed before VA can implement this recommendation. Decisionmakers will have to weigh the benefits of providing individual veterans with unlimited access to the system against the impact that access has on the system as a whole and all veterans seeking benefits from VA.

	Interaction Among VA Organizations Needed to Ensure Effective Service to Veterans

Since 1990, at least four studies have made recommendations aimed at ensuring that VA organizations work together to improve claims and appeals processing to better serve veterans and their families. 3.1.) Its legal authority does not include setting policy or issuing rules for VA claims adjudication. Figure 3.2 depicts the complex framework of the adjudication process. Some suggested that a broader organizational restructuring may be needed. Doing so is critical to fair and efficient claims adjudication. Additionally, a clear understanding of VA’s responsibilities is necessary for a meaningful analysis of the resources needed to meet those responsibilities and, in turn, for developing solutions to overcome problems, including resource constraints. There are many procedural and interpretive areas in which multiple VA organizations are involved. Recommendation

The Secretary of Veterans Affairs should designate a Department-level official to monitor actions by the Board, VBA, and VHA to identify and resolve intra-agency impediments to efficient claims and appeals processing.
Why GAO Did This Study

Pursuant to a congressional request, GAO examined the need for organizations within the Department of Veterans Affairs (VA) that are involved in processing claims to increase cooperation and coordination so that impediments to processing appeals can be identified and resolved.

What GAO Found

GAO found that: (1) legislation and Court of Veterans Appeals' rulings have forced VA to integrate new adjudication responsibilities into its already unwieldy adjudication process; (2) since 1991, the number of appeals awaiting Board of Veterans Appeals' action has increased by over 175 percent and the average processing time has increased by over 50 percent; (3) the VA legal and organizational framework makes effective interaction among autonomous VA claims adjudication organizations essential to fair and efficient claims processing; (4) although VA believes it has implemented efficient problem solving mechanisms, problems are going unidentified and unresolved; (5) unless consistent Board interpretations are developed, VA decisions will continue to be remanded, delaying benefits for some veterans and increasing VA workloads; and (6) unless VA clearly defines its adjudication responsibilities, it can not determine whether it has adequate resources to meet those responsibilities and whether new solutions may be needed.