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Office of Budget

Fiscal Year 2005 Performance and Accountability Report
Published November 15, 2005

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Strategic Goal Three: Honoring, Serving, and Memorializing Veterans

Strategic Objective 3.2: Decisions on Pension Claims

Process pension claims in a timely and accurate manner to provide eligible veterans and their survivors a level of income that raises their standard of living and sense of dignity

Performance Trends and Impact of FY 2005 Results

Performance Trend FY 2005 Impact
Key Measure: Average Days to Process Compensation and Pension Rating-Related Actions
2001 181
2002 223
2003 182
2004 166
2005 Result 167
2005 Plan 145
2006 Plan 145
Strategic Target 125
On average, the veteran had to wait an additional day for a rating decision when compared to last year (167 vs. 166 days). While negligible, this processing time is too long, does not meet the needs of the veteran, and is significantly higher than the 145-day target. The continuing increase in the number of claims received did appreciably affect VA's ability to meet its 2005 target.
Key Measure: Non-rating pension actions - average days to process
2001 59
2002 65
2003 67
2004 58
2005 Result 68
2005 Plan 73
2006 Plan 73
Strategic Target 21
In 2005 VA met its target by 5 days, thus providing more timely responses to those veterans who are either waiting for decisions on claims or are waiting for VA to make adjustments to their awards.
Key Measure: National accuracy rate (authorization pension work)
* Actual data through June 2005. Final data will be available in January 2006.
2001 62%
2002 76%
2003 81%
2004 84%
2005 Result 84%*
2005 Plan 84%
2006 Plan 84%
Strategic Target 98%
The veteran is entitled to an accurate decision on his or her pension claim. VA continues to strive to improve in this important area by providing enhanced training to help employees properly make increasingly complex pension-related decisions.

Related Information

Major Management Challenges

The following major management challenges have been identified for this strategic objective:

OIG
GAO

Program Evaluations

An evaluation of the Pension program was completed by ORC Macro; Economic Systems, Incorporated; and the Hay Group in 2004. They recommended that the pension benefit payable to veterans' survivors be more consistent with the benefit provided by the U.S. Department of Agriculture's food assistance programs. VA is reviewing the proposal.

Program Assessment Rating Tool (PART) Evaluation

In relation to this strategic objective, the Administration conducted a PART evaluation of VA's Pension program during 2005. The rating has not yet been issued.

New Policies and Procedures

The Veterans Claims Assistance Act of 2000 has significantly increased both the length and complexity of claims development. VA's notification and development duties increased, adding more steps to the claims process and lengthening the time it takes to develop and decide a claim.

We expect increased workload due to pending requirements to expand outreach efforts. These requirements would involve additional efforts to identify and inform veterans who are not enrolled or registered with VA about their potential eligibility for benefits or services, including eligibility for medical and nursing care.

Other Important Results

Despite the increased workload, the overall customer satisfaction rate for pension has increased from 63 percent in 2001 to 66 percent in 2004.