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Inspection of the VA Regional Office Muskogee, OK

Report Information

Issue Date
Report Number
10-00936-158
VISN
State
Oklahoma
District
VA Office
Veterans Benefits Administration (VBA)
Report Author
Office of Audits and Evaluations
Report Type
Review
Recommendations
0
Questioned Costs
$0
Better Use of Funds
$0
Congressionally Mandated
No

Summary

Summary
The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center (VSC) operations. The Muskogee VARO properly established the correct dates of claim in the electronic record and accurately and timely completed all Systematic Analysis of Operations (SAOs). Further, management developed a best practice process to ensure staff promptly corrected errors identified by the Veterans Benefits Administration’s (VBA's) Systematic Technical Accuracy Review (STAR) staff and an extensive training program that improved Triage Team routing of incoming mail. As of December 2009, the VARO took an average of 115.4 days to complete compensation-rating claims—approximately 42.7 days better than the national target of 158.1 days. VARO management needs to improve the control and accuracy of disability claims processing for temporary 100 percent disability evaluations and improve accuracy for processing claims involving traumatic brain injury (TBI). VARO staff did not accurately process disability claims for 27 (23 percent) of 120 claims reviewed. Management also needs to strengthen controls over establishing Notices of Disagreement (NODs) for appealed claims and processing incompetency determinations. We recommend VARO management ensure staff correctly establishes future medical examination dates for temporary 100 percent evaluations and provide training on the proper procedures for processing TBI claims. We also recommend management improve oversight to ensure the timely establishment of NODs in the electronic system and the timely processing of fiduciary adjustments. The Director of the Muskogee VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow-up as required on all actions.
Recommendations (0)