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VBA’s organizational transformation is sweeping, multi-faceted, major change – not a “once and done,” “flip of the switch” proposition. VBA is implementing changes to its People, Process, and Technology through a deliberate process. It is deploying these changes to regional offices in a multi-year, phased approach to ensure success while measuring results and minimizing risk.
VBA’s Claims Transformation Plan integrates best practices and initiatives across People, Process, and Technology, which include:
changing how we’re organized and trained to do the work, such as:
• Intake Processing Center – enables quick, accurate claims triage (getting the right claim, in the right lane, the first time)
• Segmented Lanes – improves the speed, accuracy and consistency of claims decisions by organizing claims processing work into distinct categories, or lanes, based on the amount of time it takes to process the claim
• Cross-functional Teams – reduces rework time, increases staffing flexibility, and better balances workload by facilitating a case-management approach to completing claims
• Challenge Training – trains employees on claims processing through a standardized curriculum
making improvements that result in quality and timeliness gains such as:
• Simplified Notification Letter (SNL) – standardizes and streamlines the Veteran’s decision notification
• Quality Review Teams (QRTs) – improves claims quality through in-process assessments
• Disability Benefits Questionnaires (DBQs) - changes the way medical evidence is collected, giving Veterans the option of having their private physician complete a form that provides the medical information necessary to process their claim
• Rater Decision Support Tools - establishes consistent rater performance, and includes three rules-based calculators (Special Monthly Compensation, hearing loss, and joints)
• Paperless Compensation and Pension Records Interchange (CAPRI) - eliminates the requirement to print and file CAPRI records, a substantial cost and time savings for VBA that results in increased efficiencies that can be redirected towards backlog elimination
building new systems that transition VBA to an electronic, automated, rules-based, multi-channel access environment, such as:
• Veterans Benefits Management System (VBMS) – standardizes disability compensation claims processing through a web-based paperless system
• Veterans Relationship Management (VRM) – improves telephone service and online web access, including electronic claims submission as it comes online this summer
• Virtual Lifetime Electronic Record (VLER) – enabling access to individuals’ information in DoD, VA, other agencies and private sector partners
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VBA's Transformation is a response to the significant expansion in the scope and complexity of its mission. |
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The Veterans Benefits Administration (VBA) Transformation Strategy will enable VBA to meet VA Agency Priority Goals (APGs). |
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Our End State will eliminate the backlog while raising quality standards.
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Hot Topics
Get Your Claims
Processed Quicker
The Fully Developed Claims (FDC) Program is the fastest way to get your compensation or pension claim processed. Participation in the FDC Program allows for faster claims processing while preserving great quality of service and your right to appeal a decision.
Access Information & File Claims Online
eBenefits is a joint VA/DoD web portal that provides resources and self-service capabilities to Veterans, Service members, and their families to research, access and manage their VA and military benefits and personal information.
eBenefits uses secure credentials to allow access to personal information and gives users the ability to perform numerous self-service functions.
Connect with VBA
Engage with VBA on Transformation through a variety of social media tools:
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