Veterans' Benefits: Improvements Needed in Processing Disability Claims
HRD-89-24
Published: Jun 22, 1989. Publicly Released: Jul 25, 1989.
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Highlights
In response to a congressional request, GAO reviewed the Department of Veterans Affairs' (VA) claims processing procedures for compensation and pension disability benefits, focusing on the extent to which the procedures violated veterans' due process rights or resulted in their unfair treatment.
Recommendations
Recommendations for Executive Action
| Agency Affected | Recommendation | Status |
|---|---|---|
| Department of Veterans Affairs | To better serve the veteran, the Secretary of Veterans Affairs should modify the Target system to provide greater flexibility in the preparation of decision notices, which should clearly state why a decision was made. At a minimum, notices should list the evidence considered and the basic rationale for decisions. Further, notices should be sent as VA regulations require. |
Closed – Implemented
VA issued VBA Circular 21-90-1 to implement legislative requirements that notices include the reasons for the decision and a summary of the evidence considered.
|
| Department of Veterans Affairs | To better serve the veteran, the Secretary of Veterans Affairs should improve the procedures manual by simplifying the structure, indexing subjects to make guidance more accessible, and ensuring that changes to the manual are printed and distributed promptly. |
Closed – Implemented
The index was published in September 1989. VA has published the six-part revised manual. The entire manual is on the Wang system which facilitates the revision and distribution process.
|
| Department of Veterans Affairs | To better serve the veteran, the Secretary of Veterans Affairs should evaluate as to whether the extent of supervision is sufficient to provide acceptable quality in claims processing. |
Closed – Implemented
VA evaluation of employment data concluded that any change in the quality of claims processing can not be attributed to the level of supervision. To improve claims processing, VA established six regional adjudication advisory committees and installed an Automated Medical Information Exchange. All exam results from VA medical facilities are submitted to regional offices.
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Topics
Claims processingEligibility determinationsInformation systemsInternal controlsQuality controlRight to due processSystems managementVeterans benefitsVeterans disability compensationVeterans pensions