In 1990, VA took steps to fundamentally change the way services are provided to veterans. I for a list of the panel’s recommendations.) VA Is Developing Guidance to Help and Encourage VAROs to Implement Initiatives

VA has developed several model claims processing structures that incorporate some key Blue Ribbon Panel recommendations. VA has mandated that VAROs choose one of the models for reorganizing staff as a basis for their new claims processing structures. This is especially critical because information currently available about the effectiveness of initiatives has been inconclusive. For example, analyses usually considered only the initiatives’ impact on overall processing time or backlog; they did not consider other possible impacts, such as improved communications with veterans. VA needs to know how well regional initiatives, in total, are working. However, if first efforts do not result in sufficient improvement, the VAROs and headquarters need to understand why and to have some basis for determining what other changes have a better chance of success. Recommendations

To better ensure improvement in VARO claims processing, we recommend that the VA Secretary direct the Under Secretary for Benefits to improve plans to evaluate the effectiveness of claims processing initiatives. Therefore, the plan should require VAROs to evaluate their major improvement initiatives and provide guidance on how to do so; identify which analytical methods and which data VA headquarters will use to evaluate the various initiatives and make judgments about what changes are most likely to improve claims processing under what circumstances; and describe how VA will disseminate to VAROs information on the experiences, good and bad, that VAROs have in implementing claims processing initiatives. 2. 3. 4. 5. 6. 7. 8.
Why GAO Did This Study

Pursuant to a congressional request, GAO reviewed the Department of Veterans Affairs' (VA) efforts to improve its claims processing operations, focusing on the effectiveness of planned changes to veterans affairs regional offices' (VARO) claims processing structures and procedures.

What GAO Found

GAO found that: (1) VA has taken steps to ensure that VARO implement the changes necessary to improve overall service to veterans; (2) VA needs to implement the Blue Ribbon Panel's recommendations to improve disability claims processing; (3) VA has developed several model claims processing structures designed to reorganize staff so that fewer resources are devoted to clerical functions; (4) the models will serve as a framework for implementing other initiatives such as improving claims folder management and the use of evidence received by telephone or fax; (5) VA is also developing regulations and training materials to encourage VARO to adopt these improvement initiatives; (6) VARO have been given significant flexibility to implement initiatives in ways they believe are appropriate; (7) VA may not have a sound basis for determining what additional changes need to be made for guiding future improvements because it has not developed adequate plans for evaluating the merits of the various initiatives; and (8) VA does not have a formal mechanism to disseminate information about the effectiveness of regional initiatives and other VARO experiences with these initiatives.