United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 2001-08-23 monographic deposited born digital 7 p. GA 1.13:GAO-01-930R https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-930R P0b002ee18037e224 f:d01930r DGPO 2010-08-12 2011-03-28 GAOREPORTS-GAO-01-930R machine generated eng fdlp REPORT GAOREPORTS-GAO-01-930R GAO-01-930R Claims processing Internal controls Quality control Veterans Veterans benefits VA Systematic Individual Performance Assessment VA Systematic Technical Accuracy Review System Correspondence A01507 In recent years, the accuracy of claims processing in the Veterans Benefits Administration's (VBA) compensation and pension programs has been the subject of concern and attention within the Department of Veterans Affairs, Congress, and veteran's service organizations. In October 1998, VBA implemented its Systematic Technical Accuracy Review (STAR) system to improve the measurement of the accuracy of claims processing. As designed by VBA, the STAR system determines accuracy rates for (1) the nation as a whole, (2) each VBA Service Delivery Network, and (3) each VBA regional office. In March 1999, GAO reported that the claims-processing accuracy rates for individual regional offices are determined through quality reviews conducted by regional office staff, who themselves are involved in processing claims and who report to managers responsible for claims processing. Such an arrangement does not meet the governmental internal control standard calling for segregation of key duties, or the performance audit standard calling for organizational independence for those who review and evaluate program performance. GAO recommended that VBA correct these reported shortcomings to comply with these standards. Subsequently, Congress enacted a provision in the Veteran's Millennium Health Care and Benefits Act requiring VBA to have a quality assurance program that meets both generally applicable government standards for independence and internal controls for quality reviews of government performance and results. Effective October 1, 2001, VBA plans to implement a modification to the STAR system that would bring it into compliance with the standards on segregation of duties and organizational independence. VBA plans that all STAR reviews will be conducted by staff of the Compensation and Pension Service who themselves do not process claims and do not report to managers responsible for claims processing. Staff of VBA's regional offices would no longer be responsible for conducting the STAR reviews that determine regional office accuracy rates. If this modification is implemented as planned, the STAR system would comply with the act's requirements regarding segregation of duties and organizational independence. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-930R/html/GAOREPORTS-GAO-01-930R.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-01-930R/pdf/GAOREPORTS-GAO-01-930R.pdf GAO-01-930R https://www.govinfo.gov/app/details/GAOREPORTS-GAO-01-930R Correspondence GAO-01-930R; Veterans' Benefits: Quality Assurance for Disability Claims Processing; Claims processing Internal controls Quality control Veterans Veterans benefits VA Systematic Individual Performance Assessment VA Systematic Technical Accuracy Review System Public Law 106-117