Reviewed/Updated 2/17/2000
Comments/Questions should be directed to Thom Rochford @ 202.273.5675.
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| Strategic Goals, Objectives, and Performance Measures | ||||||
| Strategic Goal: Restore the capability of disabled veterans to the greatest extent possible and improve their quality of life and that of their families. | ||||||
| Objective: Maximize the physical, mental, and social functioning of disabled veterans and special populations of veterans by assessing their needs and coordinating the delivery of health care, benefits, and services. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of veterans who acquired independent living arrangements at discharge from a Domiciliary Care for Homeless Veterans (DCHV) Program or a community-based contract residential care program (FY 1997 baseline = 8,502 veterans) | N/A | 52.0% | 50.0% | 53.4% | 54.0% | 56.0% |
| Percent of veterans who obtained employment upon discharge from a DCHV Program or a community-based contract residential care program (FY 1997 baseline = 8,502 veterans) | N/A | 54.0% | 55.0% | 57.0% | 58.5% | 64.0% |
| Number of homeless veterans treated in the VA health care system | N/A | 82,900 | 87,900 | 92,900 | 97,850 | 111,100 |
| Proportion of discharges from SCI center bed sections to non-institutional settings | N/A | N/A | 93.0% | 94.0% | 95.0% | 95.0% |
| Percent of hospitalized first admission traumatic brain injury (TBI) patients discharged to the community setting (FY 1997 baseline = 305 patients) | 60.0% | 63.0% | 65.8% | 66.0% | 67.0% | 69.0% |
| Percent of patients seen in specialized substance abuse treatment settings who have an initial Addiction Severity Index (ASI) and six month follow-up (FY 1997 baseline = 38,000 patients) | N/A | N/A | 56.0% | 60.0% | 65.0% | 75.0% |
| Objective: Enable service disabled veterans to become employable, and obtain and maintain suitable employment. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Rehabilitation rate | N/A | 42.0% | 53.0% | 60.0% | 65.0% | 70.0% |
| SEH rehabilitation rate | N/A | N/A | 49.2% | 55.0% | 60.0% | 65.0% |
| Strategic Goal: Ensure a smooth transition for veterans from active military service to civilian life. | ||||||
| Objective: Ease the reentry of new veterans into civilian life by increasing awareness of, access to, and use of benefits and services during transition. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of veterans using Vet Centers who report being satisfied with services and saying they would recommend the Vet Center to other veterans | N/A | N/A | 95.0% | 95.0% | 95.0% | 95.0% |
| Objective: Assist veterans in readjusting to civilian life by restoring lost educational opportunities and enhancing their ability to achieve educational and career goals. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Montgomery GI Bill usage rate | 52.8% | 54.0% | 55.6% | 57.0% | 60.0% | 70.0% |
| Objective: Improve the ability of veterans to purchase and retain a home through a loan guarantee program. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Loan guaranties issued | 239,000 | 369,000 | 396,000 | 280,000 | 250,000 | N/A |
| Foreclosure avoidance through servicing (FATS) ratio | 41.0% | 37.0% | 37.6% | 39.0% | 40.0% | 45.0% |
| Strategic Goal: Honor and serve veterans in life and memorialize them in death for their sacrifices on behalf of the Nation. | ||||||
| Objective: Improve the overall health of enrolled veterans including special populations of veterans through high quality, safe, and reliable health services. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Chronic disease care index | 76.0% | 85.0% | 89.0% | 89.0% | 95.0% | 95.0% |
| Prevention index | 67.0% | 79.0% | 81.0% | 89.0% | 90.0% | 90.0% |
| Percent of patients who use tobacco products | 32.0% | 29.0% | 27.0% | 24.0% | 22.0% | 16.0% |
| Percent of patients with terminal diagnoses or advanced, progressive, incurable illnesses receiving ongoing care through VHA who have a documented individualized plan for palliative care services | N/A | 91.0% | 96.0% | 97.0% | 98.0% | 99.0% |
| Percent of patients who know there is one provider or team in charge of their care | 77.0% | 78.2% | 76.0% | 80.0% | 85.0% | 96.0% |
| Rate of prophylaxis for HIV-related, opportunistic infections | N/A | N/A | 65.0% | 70.0% | 75.0% | 95.0% |
| Percent of medical centers with at least one clinician trained in problems, diseases, and experiences prevalent in former prisoners of war | N/A | 40.0% | 66.0% | 80.0% | 100.0% | 100.0% |
| Percent of medical facilities that have at least one clinician trained in primary care for Gulf War veterans | N/A | N/A | 92.0% | 95.0% | 100.0% | 100.0% |
| Percent of homeless patients with mental illness who receive a follow-up mental health outpatient visit, admission to a CWT/TR or admission to a PRRTP within 30 days of discharge | N/A | 64.0% | 64.5% | 65.0% | 66.5% | 68.0% |
| Percent of diabetic patients, at risk for foot amputations, who are referred to a foot care specialist | N/A | 81.0% | 86.0% | 88.0% | 90.0% | 93.0% |
| Mammography examination rate among appropriate and consenting women veterans | 87.0% | 89.0% | 91.0% | 92.0% | 93.0% | 96.0% |
| Cervical cancer screening examination rate among appropriate and consenting women veterans | 90.0% | 93.0% | 94.0% | 94.0% | 95.0% | 95.0% |
| Percent of veterans currently enrolled in the National PTSD Outcomes Monitoring System who were successfully followed-up by the fourth month after discharge (FY 1998 baseline = 2,275 veterans) | N/A | N/A | 51.0% | 52.0% | 53.0% | 58.0% |
| Number of months in which the veteran received VA mental health services during the six months after the first PTSD visit | N/A | 4.3 | 4.3 | 4.4 | 4.4 | 4.6 |
| Objective: Ensure that the burial needs of veterans and eligible family members are met. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of veteran population served by a burial option within a reasonable distance (75 miles) of their residence | 65.7% | 65.5% | 66.8% | 75.1% | 76.2% | 82.0% |
| Number of veterans served by a burial option in a state veterans cemetery (veterans served in thousands) | 2,474 | 2,601 | 2,596 | 2,695 | 2,971 | 3,564 |
| Objective: Provide veterans and their families with symbolic expressions of remembrance. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of headstones and markers that are undamaged and correctly inscribed | 95.0% | 94.5% | 94.7% | 96.6% | 97.0% | 98.0% |
| Percent of monuments ordered on-line by other federal and state veterans cemeteries using AMAS-R | N/A | N/A | 65.0% | 75.0% | 80.0% | 95.0% |
| Percent of individual headstone and marker orders transmitted electronically to contractors | 68.0% | 85.0% | 88.0% | 90.0% | 92.0% | 95.0% |
| Percent of Presidential Memorial Certificates that are accurately inscribed | 98.0% | 98.0% | 98.0% | 98.0% | 98.0% | 98.0% |
| Strategic Goal: Contribute to the public health, socio-economic well being and history of the Nation. | ||||||
| Objective: Advance VA medical research and development programs to better address the needs of the veteran population and to contribute to the nation’s knowledge of disease and disability. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of funded research projects reviewed by appropriate peers and selected through a merit-based competitive process | 99.0% | 99.0% | 99.0% | 99.0% | 99.0% | 99.0% |
| Percent of funded research projects in Designated Research Areas (DRA) relevant to VA’s health care mission | 97.0% | 99.0% | 99.0% | 99.0% | 99.0% | 100.0% |
| Objective: Ensure an appropriate supply of health care providers for veterans and the Nation through sustained partnerships with the medical education community. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of residents trained in primary care (Category I) | 39.3% | 41.3% | 46.0% | 47.0% | 48.0% | 48.0% |
| Objective: Improve the Nation’s response in the event of a national emergency or natural disaster by providing timely and effective contingency medical support and other services. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of VA managed Federal Coordinating Centers that complete at least one NDMS casualty reception exercise every three years | N/A | N/A | 50.0% | 65.0% | 80.0% | 100.0% |
| Objective: Ensure that National Cemeteries are shrines dedicated to preserving our Nation’s history, nurturing patriotism, and honoring the service and sacrifice veterans have made. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent of survey respondents who rate national cemetery appearance as excellent | 78.0% | 77.0% | 79.0% | 82.0% | 88.0% | 100.0% |
| Strategic Goal: Provide One VA world-class service to veterans and their families through the effective management of people, technology, processes and financial resources. | ||||||
| Objective: Improve communications with veterans, employees and stakeholders to share the department’s mission, goals and results, and to increase awareness of benefits and services for veterans and their families. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Telephone activities - abandoned call rate (C&P) | 9.0% | 13.0% | 9.0% | 10.0% | 7.0% | 5.0% |
| Telephone activities - blocked call rate (C&P) | 45.0% | 52.0% | 27.0% | 15.0% | 12.0% | 10.0% |
| Blocked call rate (Education) | 45.0% | 60.0% | 15.5% | 23.0% | 20.0% | 10.0% |
| Abandoned call rate (Education) | N/A | N/A | N/A | 18.0% | 15.0% | 5.0% |
| Percentage of blocked calls (Insurance) | 44.0% | 17.0% | 6.0% | 6.0% | 5.0% | 1.0% |
| Average hold time in seconds (Insurance) | 70 | 35 | 20 | 21 | 20 | 20 |
| Objective: Recruit, develop, and retain a competent, committed, and diverse workforce that provides high quality service to veterans and their families. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Job satisfaction (Education) | 56.0% | N/A | 56.0% | 58.0% | 60.0% | 75.0% |
| Cumulative number of computer based training modules completed (Insurance) | N/A | 1 | 1 | 4 | 5 | 5 |
| Employee satisfaction (Insurance) | N/A | N/A | N/A | 3.5 | 3.7 | 4.0 |
| Percentage of decisions without quality deficiencies (BVA) | N/A | 88.8% | 83.5% | 88.0% | 90.0% | 95.0% |
| Remand rate from CAVC to BVA | 64.4% | 57.7% | 65.0% | 60.0% | 55.0% | 33.0% |
| Objective: Improve VA’s overall governance, 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. | ||||||
| 1997 | 1998 | 1999 | 2000 | 2001 | Strategic Target | |
| Percent reduction (before the impact of inflation) from FY 1997 in average cost (obligations) per patient (FY 1997 baseline = $5,458) | N/A | -10% | -16% | -16% | -16% | -30% |
| Percent increase from FY 1997 in unique patients in the health care system (FY 1997 baseline = 3,142,000) | N/A | 9% | 15% | 21% | 24% | 20% |
| Medical care cost recoveries, Medicare, and other sharing revenues as a percentage of the medical care operating budget | <1% | 4% | 4% | 4% | 3% | 10% |
| Percent of customers rating VA health care service as very good or excellent - Inpatient | 65.0% | 65.3% | 65.0% | 67.0% | 68.0% | 72.0% |
| Percent of customers rating VA health care service as very good or excellent - Outpatient | 63.0% | 64.8% | 65.0% | 67.0% | 68.0% | 72.0% |
| Percent of outpatients who rate the quality of VA health care as equivalent to or better than any other health care provider | 78.4% | 79.3% | 84.0% | 89.0% | 89.5% | 90.0% |
| Percent of patients reporting coordination of care problems in the outpatient customer feedback survey | 19.0% | 17.0% | 16.0% | 15.0% | 14.0% | 12.0% |
| Percent of patients reporting problems on courtesy questions in the annual outpatient customer feedback survey | 9.0% | 9.0% | 7.0% | 7.0% | 6.0% | 4.0% |
| Percent of patients seen within 20 minutes of scheduled appointment at VA health care facilities | 55.0% | 66.0% | 68.0% | 75.0% | 79.0% | 90.0% |
| Number of VISNs ensuring all veterans have access to telephone care 7 days a week, 24 hours a day | N/A | N/A | N/A | N/A | 8 | 22 |
| Number of community based outpatient clinics (CBOC) | 267 | 362 | 519 | 622 | 635 | 659 |
| Percent of patients queried on the National Blind Rehabilitation Customer Satisfaction Survey who are satisfied or completely satisfied | N/A | 97.7% | 98.0% | 98.0% | 98.0% | 98.0% |
| Percent of spinal cord injury (SCI) respondents to the National Customer Feedback Center Survey who rate their care as very good or excellent - Inpatient | 55.0% | 55.2% | 55.0% | 57.0% | 58.0% | 62.0% |
| Percent of SCI respondents to the National Customer Feedback Center Survey who rate their care as very good or excellent - Outpatient | 57.0% | 55.2% | 55.0% | 57.0% | 58.0% | 62.0% |
| National accuracy rate (core rating work) | N/A | 64.0% | 68.0% | 81.0% | 85.0% | 96.0% |
| National accuracy rate (authorization work) | N/A | 70.0% | 63.0% | 85.0% | 88.0% | 93.0% |
| National accuracy rate (fiduciary work) | N/A | 51.0% | 48.0% | 75.0% | 80.0% | 93.0% |
| Overall satisfaction (C&P) | 58.0% | 57.0% | 57.0% | 65.0% | 70.0% | 90.0% |
| Rating-related actions - average days to process | 94 | 128 | 166 | 160 | 142 | 74 |
| Rating-related actions - average days pending | 94 | 119 | 144 | 150 | 120 | 78 |
| Non-rating actions - average days to process | 23 | 32 | 44 | 33 | 40 | 17 |
| Non-rating actions - average days pending | 56 | 74 | 94 | 59 | 75 | 44 |
| Fiduciary activities - initial appointment > 45 days | 20.0% | 21.0% | 12.0% | 8.0% | 6.0% | 1.0% |
| Compliance survey completion rate | 81.8% | 79.8% | 98.1% | 88.0% | 90.0% | 90.0% |
| Customer satisfaction-high ratings (Education) | 76.0% | 76.0% | 78.0% | 79.0% | 80.0% | 95.0% |
| Payment accuracy rate (Education) | 92.9% | 94.0% | 94.4% | 95.0% | 95.0% | 97.0% |
| FMFIA compliance rate | 75.0% | 75.0% | 75.0% | 75.0% | 100.0% | 100.0% |
| Average days to complete original education claims | 19 | 25 | 26 | 26 | 20 | 10 |
| Average days to complete supplemental education claims | 11 | 15 | 16 | 17 | 13 | 7 |
| Administrative cost per trainee (Education) | N/A | $156 | $175 | $166 | $163 | $150 |
| Speed of entitlement decisions in average days (VR&E) | N/A | 88 | 88 | 79 | 60 | 60 |
| Employment timeliness in average days (VR&E) | N/A | 83 | 53 | 52 | 50 | 50 |
| Accuracy of decisions (Entitlement) (VR&E) | N/A | N/A | 86.0% | 94.0% | 96.0% | 96.0% |
| Accuracy of decisions (Services) (VR&E) | N/A | 85.0% | 87.0% | 88.0% | 96.0% | 96.0% |
| Accuracy of decisions (Fiscal) (VR&E) | N/A | N/A | 94.0% | 95.0% | 99.0% | 99.0% |
| Customer satisfaction (VR&E) | N/A | 86.0% | N/A | 80.0% | 92.0% | 92.0% |
| Administrative cost per loan (Housing) | $291 | $233 | $111 | $120 | $125 | $125 |
| Administrative cost per default (Housing) | $212 | $304 | $338 | $340 | $335 | $320 |
| Return on investment (Housing) | 97.2% | 99.0% | 100.6% | 98.0% | 100.0% | 100.0% |
| Property holding time (months) | N/A | N/A | 6.7 | 9.0 | 8.5 | 8.0 |
| Statistical quality index (Housing) | N/A | N/A | TBD | 97.0% | 97.0% | 98.0% |
| Average days to issue certificates of reasonable value | N/A | N/A | 19 | 19 | 17 | 15 |
| High customer ratings (Insurance) | 90.0% | 95.0% | 96.4% | 95.0% | 95.0% | 95.0% |
| Low customer ratings (Insurance) | 5.0% | 2.0% | 1.3% | 2.0% | 2.0% | 2.0% |
| Percentage of insurance disbursements paid accurately | 98.0% | 99.0% | 99.1% | 99.0% | 99.0% | 99.0% |
| Average days to process insurance disbursements | 4.4 | 3.2 | 3.2 | 3.0 | 2.9 | 2.5 |
| Cost per policy maintained (Insurance) | $9.96 | $10.34 | $11.25 | $11.87 | $12.07 | $13.00 |
| Cost per death award (Insurance) | $87.55 | $88.15 | $78.18 | $85.65 | $81.81 | $85.00 |
| Percent of survey respondents who rate the quality of service provided by the national cemeteries as excellent | 86.0% | 85.0% | 84.0% | 88.0% | 90.0% | 100.0% |
| Cumulative number of kiosks installed at national cemeteries | 2 | 6 | 14 | 24 | 32 | 64 |
| Appeals resolution time (in days) | 628 | 686 | 745 | 670 | 650 | 365 |
| BVA response time (in days) | 334 | 197 | 195 | 237 | 229 | 175 |
| Appeals decided per FTE | 88.1 | 80.5 | 78.2 | 70.5 | 71.1 | 71.1 |
| Cost per appeals case | $839 | $965 | $1,062 | $1,235 | $1,292 | $1,511 |
| Cumulative number of program evaluations initiated | N/A | 1 | 4 | 10 | 14 | 30 |
| Number of national standardized contracts for medical and other related products and services | 48 | 99 | 151 | 120 | 120 | 120 |
| Percent increase in purchases made using EDI from FY 1997 baseline | N/A | 16.0% | 48.0% | 50.0% | 50.0% | 100.0% |
| Percent of contract disputes electing ADR | 9.9% | 10.7% | 12.0% | 13.0% | 14.0% | 15.0% |
| Indictments, convictions and administrative sanctions | 395 | 366 | 696 | 765 | 816 | 1,000 |
| Reports issued | 181 | 171 | 162 | 161 | 173 | 190 |
| Value of monetary benefits ($ in millions) from: | ||||||
| IG investigations | $18 | $17 | $24 | $28 | $29 | $33 |
| IG audit and health care inspection reviews | $104 | $468 | $610 | $615 | $630 | $640 |
| IG contract reviews | $99 | $250 | $47 | $48 | $50 | $65 |
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