“… VBA’s Compensation Service oversees the delivery of disability compensation benefits to veterans. Its quality assurance programs are designed to make sure that claims processing is accurate and timely. The Quality Review and Consistency Program (consistency study program) is one aspect of the Compensation Service’s quality assurance review program. The VA Office of Inspector General (OIG) conducted this review to determine whether VBA managed this program to improve nationwide consistency in processing veterans’ disability benefits claims. This review is one in a series of five VA OIG reports regarding VBA’s quality assurance program…”
What the OIG Found
“… The OIG concluded that with VBA’s emphasis on production, which can undermine overall accuracy, it is especially important for the Office of Field Operations to require regional office managers to follow up on the results of consistency studies taken by their personnel and take corrective action as needed. By not following up on the consistency study results, the Office of Field Operations has not taken advantage of available options to improve staff performance.”
“The limited distribution of detailed results and lack of follow-up action occurred because VBA lacked strong processes for sharing and monitoring the results of consistency studies. VBA could capitalize on information it already collects to help close knowledge gaps and improve the consistency of decisions on veterans’ disability compensation claims…”
What the OIG Recommended
“The OIG recommended the Compensation Service make certain the detailed report for each consistency study is provided to the Office of Field Operations and to managers at all regional offices. The OIG also recommended the Office of Field Operations develop a process to monitor regional offices to maximize employee participation in consistency studies and require regional office managers to review consistency study results and plan corrective action based on their offices’ performance. The final OIG recommendation calls on the Office of Field Operations to develop a follow-up process to confirm all corrective actions identified are completed by regional office managers.”
Access the full 27-page report here.
Source: Greater Consistency Study Participation and Use of Results Could Improve Claims Processing Nationwide – September 29, 2020. VA OIG.
