Veterans' Benefits: Increased Focus on Evaluation and Accountability Would Enhance Training and Performance Management for Claims Processors

摘要

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. VBA has a standardized training curriculum for new staff and a training requirement for all staff, but does not hold staff accountable for meeting this requirement. The curriculum for new staff includes what is referred to as centralized training and training at their home offices. All claims processors must complete 80 hours of training annually, which may cover a mix of topics identified centrally and by regional offices. Individual staff members face no consequences for failing to meet the training requirement, however, and VBA has not tracked training completion by individuals. It is implementing a new system that should provide this capacity. Although VBA has taken steps to plan its training strategically, the agency does not adequately evaluate training and may be falling short in training design and implementation.