Audit of VA Regional Office Claim-Related Mail Processing

The Office of Inspector General (OIG) conducted this audit to evaluate whether VA regional offices (VAROs) effectively managed mailroom operations and controlled the timely and accurate processing of claim-related mail. In fiscal year (FY) 2008, VBA processed about 20 million pieces of incoming mail and 13 million pieces of outgoing mail. Both the significant number of claim-related documents handled by VARO mailrooms and the potential effect on the processing of veterans claims that can occur if documents are inappropriately handled or destroyed make this a high-risk area for VBA. VARO mailrooms needed improvements in the handling, processing, and protection of claims-related documents, as well as in meeting mailroom security and other operational requirements. The use of amnesty periods and the extensive volume of mail recovered while taking these proactive initiatives are strong indicators that controls over mail management in VAROs were ineffective. The audit found some claim-related documents at the four VAROs visited were inappropriately placed in shred bins, a problem that appeared to be systemic. We also noted that VBA mail processing practices led to unnecessary delays in establishing control of claims in VBA’s “SHARE” system after receipt, and some claim dates were incorrectly entered into the system. In addition, VAROs do not effectively use X-ray machines to scan mail for threat objects and improvements are needed to strengthen mailroom security plans and practices. The Under Secretary for Benefits agreed with our findings and recommendations and made acceptable plans to implement appropriate actions.