Review of VBA’s Transition to a Paperless Claims Processing Environment

Report Information

Issue Date
Report Number
11-04376-81
VISN
State
Kansas
Montana
Rhode Island
Utah
District
VA Office
Veterans Benefits Administration (VBA)
Information and Technology (OIT)
Report Author
Office of Audits and Evaluations
Report Type
Audit
Recommendations
3
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
In May 2012, the House Appropriations Committee directed the VA OIG to evaluate the VBMS to determine whether VA has performed sufficient systems testing. Our review included assessing whether VBA is positioned to meet its goal of eliminating the claims backlog and increasing the accuracy rate of processing claims to 98 percent by 2015. We also evaluated the effectiveness of VBA’s efforts to scan and digitize veterans’ claims to support paperless claims processing. We found, as of September 2012, in the early stages of VBMS system development, VA had not fully tested VBMS. The system had not been fully developed to the extent that its capabilities could be sufficiently evaluated and the partial deployment to date has experienced system performance issues. VA officials stated they have taken action to improve digitization of veterans’ claims including better organization of electronic claims folders.

Open Recommendation Image, SquareOpenClosed and Implemented Recommendation Image, CheckmarkClosed-ImplementedNot Implemented Recommendation Image, X character'Closed-Not Implemented
No. 1
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Under Secretary for Benefits in coordination with the Assistant Secretary for Information Technology broaden the types of claims tested at additional sites to provide assurance that the range of VBA functionality and processing requirements can be met through VBMS.
No. 2
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Under Secretary for Benefits in coordination with the Assistant Secretary for Information Technology establish a plan with milestones to resolve the system issues to ensure system testing does not adversely impact and add to the existing claims processing backlog.
No. 3
Closed and Implemented Recommendation Image, Checkmark
to Veterans Benefits Administration (VBA)
We recommend the Under Secretary for Benefits ensure development of a detailed plan, including costs associated with the long-term scanning solution, so that transformation efforts do not adversely impact and add to the existing claims processing backlog.