VA Claims Processing Improvements Can Aid in Improving Productivity

AFMD-82-86: Published: Jul 13, 1982. Publicly Released: Jul 13, 1982.

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GAO reviewed the productivity of the Veterans Administration's (VA) compensation, pension, and education benefits claims processing function.

As a result of the review, GAO identified a number of operational changes that could lower costs and improve timeliness. Several of these suggestions have already been implemented at some locations and GAO believes that the potential for considerable cost savings can be achieved from a broad adoption of these operational changes. Some of the changes include: (1) authorizing claims on a sample basis; (2) screening incoming mail; (3) reducing the number of section chiefs; (4) supervising file activities on a central basis; (5) strengthening the VA training program; (6) granting awards at the time of application; (7) allowing veterans benefits counselors to process more claim changes; and (8) recognizing employee accomplishments.

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