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 2008-05-27 monographic deposited born digital GA 1.13:GAO-08-561 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-08-561 P0b002ee180375555 f:d08561 DGPO 2010-08-12 2011-03-28 GAOREPORTS-GAO-08-561 machine generated eng fdlp REPORT GAOREPORTS-GAO-08-561 GAO-08-561 Claims processing Employee training Employees Human capital management Occupational retraining On-the-job training Performance appraisal Performance management Performance measures Policy evaluation Program evaluation Program management Reporting requirements Staff utilization Strategic planning Training utilization Veterans Veterans benefits program goals or objectives Program implementation Other Written Product A82192 Faced with an increase in disability claims, the Veterans Benefits Administration (VBA) is hiring a large number of new claims processing staff. We were asked to determine: (1) What training is provided to new and experienced claims processors and how uniform is this training? (2) To what extent has VBA planned this training strategically, and how well is the training designed, implemented, and evaluated? and (3) To what extent is the performance management system for claims processors consistent with generally accepted practices? To answer the questions, GAO reviewed documents including VBA policies and training curricula; interviewed VBA central office officials; visited 4 of VBA's 57 regional offices, which were selected to achieve diversity in geographic location, number of staff, and officewide accuracy in claims processing; and compared VBA's training and performance management to generally accepted practices identified by GAO. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-08-561/html/GAOREPORTS-GAO-08-561.htm GAO-08-561 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-08-561 Other Written Product GAO-08-561; Veterans' Benefits: Increased Focus on Evaluation and Accountability Would Enhance Training and Performance Management for Claims Processors; Claims processing Employee training Employees Human capital management Occupational retraining On-the-job training Performance appraisal Performance management Performance measures Policy evaluation Program evaluation Program management Reporting requirements Staff utilization Strategic planning Training utilization Veterans Veterans benefits program goals or objectives Program implementation Title 38 Part 3.14 38 CFR Part 3.14