Fiscal Year 2004 Performance and Accountability Report Published November 15, 2004
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FY 2004 Obligation ($ in Millions) |
% of Total VA Resources |
Strategic Goal 3: Honor and serve veterans in life and memorialize them in death for their sacrifices on behalf of the Nation. |
$23,293 |
33.3% |
Objective |
Performance Results
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3.4 Ensure that the burial needs of veterans and eligible family members are met. |
- Increased the percent of veterans served by a burial option within a reasonable distance (75 miles) of their residence to 75.3 percent (goal was 75.3 percent)
- Maintained the percent of respondents who rated the quality of service provided by the national cemeteries as excellent at 94 percent (goal was 95 percent)
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$247 |
0.4% |
Performance
The percent of the veteran population served by a burial option and the quality of service provided by the national cemeteries are the primary performance measures relating to Objective 3.4. In FY 2004 VA met its goal to increase to 75.3 percent the proportion of veterans served by a burial option in a national or state veterans cemetery within a reasonable distance of their residence. Ninety-four percent of survey respondents rated the quality of service provided by the national cemeteries as excellent in FY 2004, the same high level as in FY 2003, but falling short of VA's goal by 1 percent.
By the end of FY 2004, 66.6 percent of veterans were served by a burial option in a national cemetery within a reasonable distance (75 miles) of their residence. In FY 2004, VA worked on establishing 11 new national cemeteries to provide service to veterans in the areas of greatest need. VA monitors gravesite usage and projects gravesite depletion dates at open national cemeteries that have land for future development, and ensures that construction to make additional gravesites or columbaria available for burial is completed. Last year, VA completed construction projects to extend burial operations at six national cemeteries. Appropriate land acquisition is also a key component to providing continued accessibility to burial options. For example, as part of the Capital Asset Realignment for Enhanced Services process, approximately 50 acres of land were transferred from the Mountain Home VA Medical Center to the National Cemetery Administration (NCA) for the expansion of Mountain Home National Cemetery. VA will continue to identify national cemeteries that are expected to close due to depletion of grave space and determine the feasibility of extending the service life of those cemeteries by acquiring adjacent or contiguous land or by constructing columbaria. These actions, which depend on such factors as the availability of suitable land and the cost of construction, are not possible in every case.
To complement our system of national cemeteries, VA administers the State Cemetery Grants Program, which provides grants to states of up to 100 percent of the cost of establishing, expanding, or improving state veterans cemeteries. In FY 2004, 56 operating state veterans cemeteries performed more than 19,000 interments, and grants were obligated to establish, expand, or improve state veterans cemeteries in 8 states. By the end of FY 2004, 8.7 percent of veterans were served by a burial option only in a state veterans cemetery within a reasonable distance (75 miles) of their residence.
In some cases, veterans may be eligible for reimbursement of burial expenses through programs administered by the Veterans Benefits Administration. In FY 2004, the national accuracy rate for burial claims processed was 94 percent, exceeding our goal of 90 percent. The average number of days to process a claim for reimbursement of burial expenses was 48, which did not meet the goal of 40 days.
Veterans and their families have indicated that they need to know the interment schedule as soon as possible in order to finalize necessary arrangements. To meet this expectation, VA strives to schedule committal services at national cemeteries within 2 hours of the request. Seventy-three percent of funeral directors surveyed responded that national cemeteries confirm the scheduling of the committal service within 2 hours.
To further enhance service to veterans and their families, VA will continue to install kiosk information centers at national and state veterans cemeteries to assist visitors in finding the exact gravesite locations of individuals buried there and provide general information. By the end of FY 2004, 60 kiosk information centers had been installed at national and state veterans cemeteries.
The Survey of Satisfaction with National Cemeteries measures our success in delivering service with courtesy, compassion, and respect. We will continue to conduct focus groups to collect data on stakeholder expectations and their perceptions related to the quality of service provided by national cemeteries. The information obtained is analyzed to ensure that VA addresses those issues most important to its customers. This approach provides data from the customer's perspective, which are critical to developing our objectives and associated measures.
Veterans and their families may experience feelings of dissatisfaction when their expectations concerning the committal service, including military funeral honors, are not met. Dissatisfaction with services provided by DoD (military funeral honors) or the funeral home can adversely affect the public's perceptions regarding the quality of service provided by the national cemetery. VA will continue to work with funeral homes and veterans service organizations to find new ways to increase awareness of benefits and services. Funeral directors and members of veterans service organizations participate in regularly conducted focus groups to identify what information they need and the best way to ensure that they receive it.
Program Assessment Rating Tool (PART) Evaluation
During the development of the FY 2004 budget, the Administration conducted a PART evaluation of VA's burial program that relates to the accomplishment of Objective 3.4. Due to its clear mission and outcome goals, this program received a "Moderately Effective" rating.
The evaluation included findings that VA needed to adopt more performance measures to address all burial benefits and the National Shrine Commitment, and to strengthen methods to link performance, budget, and accountability. VA has addressed these findings by introducing two new burial claims measures and two new measures for the National Shrine Commitment in the President's FY 2005 budget. VA may add additional measures for the National Shrine Commitment in future budgets. During FY 2004, VA collected baseline data for the new measures. In addition, VA has established the Organizational Assessment and Improvement Program for the national cemeteries. The program will strengthen accountability at the national cemeteries by assessing cemetery performance against operational standards and measures. This program will strengthen the link between budget and performance by identifying improvement opportunities for prioritizing resources and by providing a scorecard for performance reporting at each of the national cemeteries.
Major Management Challenges
Neither VA's Office of Inspector General nor the Government Accountability Office identified any major management challenges related to Objective 3.4.
Program Evaluations
The Veterans Millennium Health Care and Benefits Act, Public Law 106-117, directed VA to contract for an independent demographic study to identify those areas of the country where veterans will not have reasonable access to a burial option in a national or state veterans cemetery, and the number of additional cemeteries required through 2020. Volume 1: Future Burial Needs, published in May 2002, identified those areas having the greatest need for burial space for veterans. VA continues to use this report as a valuable tool for planning new national cemeteries.
New Policies and Procedures
By the end of FY 2006, VA will establish five new national cemeteries in the areas of Atlanta, Georgia; Detroit, Michigan; Pittsburgh, Pennsylvania; South Florida; and Sacramento, California. In addition, the National Cemetery Expansion Act of 2003, Public Law 108-109, directed VA to establish six new national cemeteries in the areas of Bakersfield, California; Birmingham, Alabama; Columbia/Greenville, South Carolina; Jacksonville, Florida; Sarasota, Florida; and Southeastern Pennsylvania.
Objective 3.4 - Key Performance Goal: Increase the percent of veterans served by a burial option in a national or state veterans cemetery within a reasonable distance (75 miles) of their residence to 75.3 percent in 2004.
Percent of Veterans Served by a Burial Option within a Reasonable Distance (75 miles) of their Residence
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2000 |
72.6% |
2001 |
72.6% |
2002 |
73.9% |
2003 |
75.2% |
2004 Actual |
75.3% |
2004 Plan |
75.3% |
2005 Plan |
83.0% |
Strategic Target |
85.2% |
Description, Importance, and Results
One of VA's primary objectives is to ensure that the burial needs of veterans and eligible family members are met. For the key measure to increase the percent of veterans served by a burial option in a national or state veterans cemetery within a reasonable distance of their residence, VA met its goal of 75.3 percent.
Management and Policy Issues
VA continued the development of five new national cemeteries to provide service to veterans in the areas of Atlanta, Detroit, Pittsburgh, Sacramento, and South Florida. By the end of the year, VA had acquired property, and the development process was underway. As directed by the National Cemetery Expansion Act of 2003, Public Law 108-109, action is underway to establish six new national cemeteries in the areas of Bakersfield, California; Birmingham, Alabama; Columbia/Greenville, South Carolina; Jacksonville, Florida; Sarasota, Florida; and Southeastern Pennsylvania.
VA monitors gravesite usage and projects gravesite depletion dates at open national cemeteries that have land for future development. As cemeteries approach gravesite depletion dates, VA ensures that construction to make additional gravesites or columbaria available for burials is completed. In FY 2004, VA completed construction projects to maintain burial operations at six national cemeteries. VA will continue to identify national cemeteries that are expected to close because of depletion of grave space and determine the feasibility of extending the service life of those cemeteries by acquiring adjacent or contiguous land.
To complement our system of national cemeteries, VA administers the State Cemetery Grants Program, which provides grants to states of up to 100 percent of the cost of establishing, expanding, or improving veterans cemeteries that are owned and operated by the states. In FY 2004, new state veterans cemeteries at Hopkinsville, Kentucky, and WaKeeney, Kansas, began operations, which allowed VA to meet its performance goal. A total of 56 operating state veterans cemeteries performed more than 19,000 interments, and VA obligated grants to establish, expand, or improve state veterans cemeteries in 8 states.
Data Quality
Please refer to the Key Measures Data Table.
Objective 3.4 - Increase the percent of respondents who rate the quality of service provided by national cemeteries as excellent to 95 percent in 2004.
Percent of Respondents Who Rate the Quality of Service Provided by National Cemeteries as Excellent
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2000 |
88% |
2001 |
92% |
2002 |
91% |
2003 |
94% |
2004 Actual |
94% |
2004 Plan |
95% |
2005 Plan |
96% |
Strategic Target |
100% |
Description, Importance, and Results
One of VA's primary objectives is to ensure that the burial needs of veterans and eligible family members are met. Cemetery service goals are set high in keeping with the expectations of all visitors. VA strives to provide high-quality, courteous, and responsive service in all of its contacts with veterans and their families. For this key measure, 94 percent of respondents rated the quality of service provided by the national cemeteries as excellent in FY 2004, falling short of VA's goal by 1 percent. NCA is reviewing information provided by survey respondents to identify opportunities for improvement.
Management and Policy Issues
VA will continue to obtain feedback from veterans, their families, and other cemetery visitors to ascertain how they perceive the quality of service provided by national cemeteries. The Survey of Satisfaction with National Cemeteries measures our success in delivering service with courtesy, compassion, and respect. VA will also continue to conduct focus groups to collect data on stakeholder expectations and their perceptions related to the quality of service provided by national cemeteries. The information obtained is analyzed to ensure that VA addresses those issues most important to its customers. This approach provides data from the customer's perspective, which are critical to developing our objectives and associated measures.
Dissatisfaction with services provided by DoD (military funeral honors) or the funeral home is an external factor that can adversely affect the public's perceptions regarding the quality of service provided by the national cemetery. Veterans and their families have indicated that the provision of military funeral honors for the deceased veteran is important to them. While VA does not provide military funeral honors, VA works closely with components of DoD and veterans service organizations to provide such honors at national cemeteries. Veterans and their families may experience feelings of dissatisfaction when their expectations concerning the committal service, including military funeral honors, are not met.
VA continues to work with funeral homes and veterans service organizations to find new ways to increase awareness and improve delivery of benefits and services.
Data Quality
Please refer to the Key Measures Data Table.
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