Reforming the Veterans Benefits Claims Processing System

Over the past two years, VA Secretary Shinseki has focused VBA on “breaking the back of the backlog.” However, we should all remember that the backlog is not the core problem but is only a symptom. As shown here, the true and overarching problems at VBA are quality and accuracy. If the VBA focuses simply on reducing the backlog number, it will not sufficiently address the basic issues nor prevent the backlog from growing once again. To achieve real and lasting success, VBA must focus on creating a modern, paperless benefits claims-processing system designed to “decide each claim right the first time.”