Modernize the VA Disability Claims Process

Veterans of Iraq and Afghanistan are filing disability claims under a system that was outdated before most of them were even born. With the number of disabled veterans climbing and an unacceptably high error rate at the VA, it is time to develop a claims process that no longer moves at the speed of mail, and is compatible with 21st century ideas and expectations.

IAVA is working with VSOs, Congress and the VA to help modernize the VA Disability Claims Process. This initiative will be fought on many fronts through legislation and regulation. We are recommending the following critical reforms:

Streamline the Claims Process for efficiency, accuracy, and timeliness. The Claims Process itself should be reformed capitalize on successful pilots, expedite ready to rate claims, and remove unnecessary procedures.

UPDATE: H.R. 5549 (Donnelly IN-2): Will improve the VA’s Fully Developed Claims program by allowing veterans to hold their place in line and require VA notification of what’s missing from their claim.
UPDATE: S. 3517 (Akaka-HI): This is a massive Claims Reform Omnibus bill that will do several things.

1. Allow for Fast Tracked temporary ratings for claims that have all supporting evidence.
2. Allow for Fully Developed Claims to move through an expedited process.
3. Shorten the appeals process by requiring the VA to send appeals forms with the rating decision.

Make the Appeals Process work for veterans. With appeals taking years to complete, the VA should adopt reforms that prevent claims from getting caught in an endless loop that prevents veterans from receiving the benefits that they deserve.

UPDATE: H.R. 5549 (Donnelly IN-2): Will shorten the appeals process by requiring the VA to send appeals forms with the rating decision.
UPDATE: S. 3517 (Akaka-HI): This is a massive Claims Reform Omnibus bill that will do several things.

1. Shorten the appeals process by requiring the VA to send appeals forms with the rating decision.
2. Reduce mandatory wait time for processing appeals.
3. Clarifies the VA's decision explanation.
4. Makes appeals go directly to the Board rather than back to the beginning of the process.
5. Allows the Board of Appeals to review new evidence.

Bring the Claims Process in to the 21st Century. The VA needs to develop a modern, IT based system for filing, processing and rating disability claims. This system should reflect the best practices of 20 years of digital evolution; meeting the expectations of access and customer service that modern veterans have become accustomed to in everyday life. This system should provide a clear and easy way for the VA and the veteran to communicate, access benefits and monitor the progress of pending claims.

UPDATE: VA is currently developing a digital processing system that is set to go online nationally in January of 2012. They are beginning to test it out on select presumptive claims by the end of the summer.
UPDATE: The VA is developing the Veterans Relationship Management (VRM). It will provide on-demand, self-service access to VA services and benefits on an easily customized platform that each Veteran and his or her family can suit to their needs. This is in development and should roll out in the next year.

Change the passive culture at the VA. The VA needs to adopt modern business practices that promote quality and maximize productivity. The system for assigning credit for work must be reformed to reduce errors and reflect accurate credit for work completed. Training at the VA needs to be reformed so that processors can share knowledge and retrain on common errors.

UPDATE: The VA has completed a comprehensive study of its work credit system. It is currently not released for public view.
UPDATE: The VA has been conducting a Six Sigma lean processing pilot for disability claims. This pilot has all processors who work on a claim in one room working as a team (PODs) rather than having each step of the process in separate areas of the regional office. This pilot has been very successful and is expected to roll out nationally over the next year.

For the latest on Disability Claims Reform follow us on Twitter @iava [5] or sign up to receive email updates [6].