According to VBA’s current schedule, the development of the full TPSS program will not be completed until at least calendar year 2004, or about 2 years later than VBA had planned. In general, the regional offices reported that the most significant hindrance to using the modules was lack of time for training due to workload pressures. Many TPSS Modules Will Not Be Available When Needed to Train New Claims Processing Employees

In its rationale for the TPSS program, VBA stated that the program would allow VBA to effectively train employees hired and promoted as replacements for the expected wave of retiring claims processors. TPSS May Not Substantially Shorten the Training Period for Employees to Become Fully Proficient

In its rationale for the TPSS program, VBA may have overstated the extent to which the TPSS modules can be expected to reduce the employees’ training period. Conclusions

While we support VBA’s objective to centrally develop a standardized training program, significant delays in the development of TPSS are hindering the program’s ability to achieve its objective of providing standardized training to claims processing employees. Furthermore, we recognize that it may not be feasible to measure the exact extent to which TPSS improves claims-processing accuracy or consistency. Appendix I: Scope and Methodology

	To determine regional offices’ experiences with and views on the Training and Performance Support System (TPSS) program, as well as other types of training, we sent a questionnaire in October 2000 to each of the Veterans Benefits Administration’s (VBA) 57 regional offices.
Why GAO Did This Study

The Veterans Benefits Administration (VBA) developed a computer-assisted training program, known as the Training and Performance Support System (TPSS), to help its employees become more accurate in processing disability compensation and pension claims. The program seeks to provide uniform and consistent training to employees in 57 regional offices. Although VBA's long-term goal is to attain a 96 percent accuracy rate for claims processing, VBA reported an accuracy rate of only 59 percent for fiscal year 2000. This report reviews (1) the status of the TPSS program's development and implementation and (2) the extent to which TPSS will meet its objectives.

What GAO Found

GAO found that despite VBA's objective to centrally develop a standardized training program, significant delays in the development of TPSS are hindering the program's ability to provide standardized training to claims processing employees. According to VBA's current schedule, the full development of the program will not be completed until at least 2004, or about two years later than VBA had planned. Although VBA provided nine training modules to regional offices to begin the program, the extent to which the offices implemented them varied considerably. Many offices reported that workload pressures prevented them from fully using the modules. GAO found that TPSS might not fully achieve its objectives. For instance, TPSS training modules may not be available in time to train new employees hired to replace employees who are expected to retire in the future. Furthermore, TPSS may not reduce training time, as envisioned by VBA.