Veterans Benefits Modernization:

Further Service Improvement Depends on Coordinated Approach

T-AIMD/HEHS-95-184: Published: Jun 22, 1995. Publicly Released: Jun 22, 1995.

Additional Materials:


Office of Public Affairs
(202) 512-4800

Pursuant to a congressional request, GAO discussed the Veterans Benefits Administration's (VBA) efforts to reengineer its claims processing system. GAO noted that: (1) veterans benefits claims totalling more than $19.4 billion were processed through 58 regional offices in fiscal year 1994; (2) VBA has responded to recommendations submitted by a blue-ribbon panel by developing four organizational models to guide regional offices in realigning claims processing duties; (3) the Department's chief information resources officer lacks the authority to resolve problems with the modernization effort and ensure that the new system will deliver improved service; (4) VBA has not been able to specify overall systems development and life-cycle costs, and expected benefits remain unquantified even though VBA has conducted over 130 feasibility studies; and (5) a central point of authority must be designated to ensure improved and cost-effective service to veterans.

Sep 20, 2016

Sep 19, 2016

Sep 16, 2016

Jul 29, 2016

Jul 28, 2016

Jun 27, 2016

Jun 6, 2016

May 11, 2016

Apr 28, 2016

Mar 21, 2016

Looking for more? Browse all our products here