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Veterans' Benefits: Claims Processing Timeliness Performance Measures Could Be Improved

GAO-03-282 Published: Dec 19, 2002. Publicly Released: Dec 23, 2002.
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Highlights

The Chairman and Ranking Minority Member, Senate Committee on Veterans' Affairs, asked GAO to assist the Committee in its oversight of the Veterans Benefits Administration's (VBA) efforts to improve compensation and pension claims processing. As part of this effort, GAO assessed (1) whether VBA's key timeliness measure clearly reflects its performance and (2) whether it has adequate data to measure the timeliness of its newly created specialized claims processing teams.

Recommendations

Recommendations for Executive Action

Agency Affected Recommendation Status
Department of Veterans Affairs The Secretary of Veterans Affairs should direct the Under Secretary for Benefits to establish a separate claims processing timeliness goals for its three main disability programs, incorporate these goals into VA's strategic plan and annual performance plans, and report its progress in meeting these goals in its annual performance report.
Closed – Implemented
VBA has established separate timeliness goals and reported its progress in meeting these goals in key accountability documents. In its Fiscal Year 2005 Budget Submission, which incorporates VA's Fiscal Year 2005 Performance Plan, VA established and reported its progress in meeting separate timeliness goals for the compensation, pension, and Dependency and Indemnity Compensation (DIC) programs.

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Topics

Claims processingPerformance measuresVeterans benefitsUntimely protestsDisabilitiesVeteransIndemnityVeterans affairsCompensation claimsPension claims