Strategic Goal: Provide One VA world-class service to veterans and their families through the effective management of people, technology, processes, and financial resources. VA will operate as a veteran-focused organization that provides high quality, accessible, and timely information and service through the development and maintenance of a high-performing workforce, the application of state-of-the-art technologies, the continuous improvement of processes, and the effective allocation of dollars.

Objective: Improve VA’s overall governance and operational management, and access to benefits and services to meet or exceed the expectations of veterans and their families, while ensuring full compliance with applicable laws, regulations, and financial commitments.

The strategic objective for veteran satisfaction is driven by accuracy and professionalism in the way we serve our claimants. As we take action to improve technical accuracy, enhance veterans’ access to us, and provide them with the information they need, we anticipate improvements in veteran satisfaction. The following initiatives will significantly improve our performance.

• Additional FTE Resources – VBA will redirect 183 existing FTE and hire 243 new FTE to claims adjudication to improve accuracy and timeliness of processing. With full implementation, this should result in significant improvement in customer satisfaction because timeliness, accuracy, and access will improve.

• Training, Responsibilities, Involvement, and Preparation (TRIP) - VA will continue its partnership with veterans service organizations, states’ Departments of Veterans Affairs, county veterans service officers, and other recognized entities representing veterans’ interests. The purpose of this initiative is to increase satisfaction by improving the evidence gathering component of claims processing. This will provide two benefits: fewer resources will be required to handle a claim and a decision-maker can decide the claim earlier in the claims process.

• Virtual Service Center – VA will implement a user-friendly website from which veterans and dependents can inquire about claim status or checks issued and receive immediate on-line answers. The site will also contain certain forms which veterans can complete and submit electronically. This improved access should increase veterans’ satisfaction with claims processing.

• Virtual VBA – This project will launch VA into the 21^st Century by allowing us to process veterans claims in an electronic environment. Since many of our stakeholders, including DoD and other government agencies, are beginning to use digital imaging technology, we must be in an environment that will facilitate the exchange of information with them.

• VETSNET Migration (C&P Benefits Payment Replacement System) – VA will pursue an incremental strategy as the most effective means to complete the development of the C&P payment system. A key component of the strategy is the completion of the award, payment, and accounting subsystem. Completion of this forms the basis for replacing the finance and accounting code with a standardized, on-line accounting and payment system that will interface with the Financial Management System.

Achievement of this performance goal is not directly dependent on other agencies.

There are no major management challenges that will affect achievement of this performance goal.

Veteran satisfaction information is collected through an annual survey of veterans or their families who have recently received decisions on their claims or whose claims are still pending. VA conducted prior surveys in conjunction with Pacific Consulting Group.

VBA’s Surveys and Research Staff oversees the survey process to make sure professional standards are met and reliable data are obtained.

(For additional information on this performance goal, refer to General Operating Expenses, Volume 4, Chapter 2B.)