The VBA, which is struggling to keep pace with a huge disability claims backlog, told the House Veterans Affairs committee that it was taking actions to ensure the integrity and accuracy of claims systems and processes.
For example, it said acting VA secretary Sloan Gibson has ordered an expert team be assembled to look into how individuals might be able to find a way “around the system” and to determine if further controls are needed, suggesting struggles with verifying claims.
The department said it has also directed a 100-percent facility and desk audit of mail and documentation at all 56 regional offices to ensure records management compliance, and proper control, storage, and maintenance of claim mail and other benefit-related documents.
Undersecretary for benefits Allison Hickey told the committee she holds weekly calls with front-line employees in the absence of managers to solicit input, and said she directed the VBA to apply for additional quality management certification for VBA data.
VA said it recently completed its one millionth claim in fiscal 2014.