Veterans Benefits: Training for Claims Processors Needs Evaluation

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A letter report issued by the General Accounting Office with an abstract that begins "The Veterans Benefits Administration (VBA) developed a computer-assisted training program, known as the Training and Performance Support System (TPSS), to help its employees become more accurate in processing disability compensation and pension claims. The program seeks to provide uniform and consistent training to employees in 57 regional offices. Although VBA's long-term goal is to attain a 96 percent accuracy rate for claims processing, VBA reported an accuracy rate of only 59 percent for fiscal year 2000. This report reviews (1) the status of the TPSS program's ... continued below

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United States. General Accounting Office. May 31, 2001.

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Description

A letter report issued by the General Accounting Office with an abstract that begins "The Veterans Benefits Administration (VBA) developed a computer-assisted training program, known as the Training and Performance Support System (TPSS), to help its employees become more accurate in processing disability compensation and pension claims. The program seeks to provide uniform and consistent training to employees in 57 regional offices. Although VBA's long-term goal is to attain a 96 percent accuracy rate for claims processing, VBA reported an accuracy rate of only 59 percent for fiscal year 2000. This report reviews (1) the status of the TPSS program's development and implementation and (2) the extent to which TPSS will meet its objectives. GAO found that despite VBA's objective to centrally develop a standardized training program, significant delays in the development of TPSS are hindering the program's ability to provide standardized training to claims processing employees. According to VBA's current schedule, the full development of the program will not be completed until at least 2004, or about two years later than VBA had planned. Although VBA provided nine training modules to regional offices to begin the program, the extent to which the offices implemented them varied considerably. Many offices reported that workload pressures prevented them from fully using the modules. GAO found that TPSS might not fully achieve its objectives. For instance, TPSS training modules may not be available in time to train new employees hired to replace employees who are expected to retire in the future. Furthermore, TPSS may not reduce training time, as envisioned by VBA."

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Government Accountability Office Reports

The U.S. Government Accountability Office (GAO) is an independent, nonpartisan agency that works for the U.S. Congress investigating how the federal government spends taxpayers' money. Its goal is to increase accountability and improve the performance of the federal government. The Government Accountability Office Reports Collection consists of over 13,000 documents on a variety of topics ranging from fiscal issues to international affairs.

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  • May 31, 2001

Added to The UNT Digital Library

  • June 11, 2014, 5:03 a.m.

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United States. General Accounting Office. Veterans Benefits: Training for Claims Processors Needs Evaluation, report, May 31, 2001; Washington D.C.. (digital.library.unt.edu/ark:/67531/metadc294257/: accessed August 16, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; crediting UNT Libraries Government Documents Department.