Veterans' Benefits: Status of Claims Processing Initiative in VA's New
York Regional Office (Briefing Report, 06/17/94, GAO/HEHS-94-183BR).

The Department of Veterans Affairs (VA) recognizes slow claims
processing and poor customer service as critical concerns. Claims
processing time is increasing as are claims backlogs. In 1993, more than
500,000 claims were pending in VA regional offices nationwide. One of
the most highly publicized initiatives to reduce claims processing time
and improve service to veterans and their families is the restructuring
of the claims processing system in VA's New York Regional Office. In May
1993, the regional office began processing a quarter of its claims in a
prototype unit. This new unit differs substantially from the traditional
"assembly line" organization used by the rest of the New York office and
most other VA regional offices. This briefing report determines (1) how
the operation of the prototype unit differs from the traditional
operation in New York, (2) how VA is assessing the effectiveness of the
prototype and how the prototype's performance compares to the rest of
the New York office's, and (3) what plans New York has for expanding the
use of the prototype.

--------------------------- Indexing Terms -----------------------------

 REPORTNUM:  HEHS-94-183BR
     TITLE:  Veterans' Benefits: Status of Claims Processing Initiative 
             in VA's New York Regional Office
      DATE:  06/17/94
   SUBJECT:  Claims processing
             Veterans benefits
             Federal agency reorganization
             Cost control
             Work measurement standards
             Human resources training
             Personnel management
             Claims adjudicators
             Cost effectiveness analysis
IDENTIFIER:  National Performance Review Hammer Award
             New York
             
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