Review of Alleged Data Manipulation at the Los Angeles VA Regional Office

On June 24, 2014, the Office of Inspector General received an anonymous allegation that Los Angeles VA Regional Office (VARO) management instructed staff to manipulate data to meet a Veterans Benefits Administration (VBA) claims processing timeliness goal. The complainant alleged that management told staff to update VBA’s electronic system to make it appear that VARO staff properly requested documentation to support veterans’ claims, although no actions were actually taken to obtain the required evidence. We did not substantiate the allegation that management instructed staff to input incorrect data in VBA’s electronic system. We determined VARO management provided written instructions to the assigned VSRs on initiating development of evidence to process 183 claims. However, we found that one of the seven VSRs assigned this workload had made entries in VBA’s electronic system to reflect documentation had been requested to support veterans’ claims, although the employee took no actions to obtain the required evidence. This VSR acknowledged manipulating data for claims, stating this was done to comply with verbal instructions from management. Based on our review, we concluded one employee misunderstood management’s instructions and made improper entries in VBA’s electronic system. Since the errors were the result of one individual, we did not consider this a systemic issue. However, given the nature and seriousness of the employee’s claims processing errors, we recommended that the VARO Director take action to correct the fourteen errors the employee introduced in the electronic records on the claims processed. We also recommended the Director ensure monitoring of all employees’ work to ensure that all future work is performed in accordance with VBA policy.