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At its worst, U.S. military veterans were waiting almost 300 days to receive compensation and pension claims. There was no question that the Department of Veterans Affairs’ (VA) paper-intensive system required a transformation to effectively serve beneficiaries.
The agency announced a plan to fix the claims system through a series of tightly integrated people, process, and technology initiatives. Our team, with expertise in high-transaction volume portals and exchanges, helped them develop what's now the Veterans Benefit Management System (VBMS).
It was a tall order: Build a custom web application to process compensation and pension claims 24/7 across the entire VA enterprise.
Our consultants focused on compensation and pensions, the largest business line for the Veterans Benefits Administration, which administers VA financial and other assistance programs. The agency’s enterprise architecture standards were complex. VBMS also needed protection from digital threats, so we concentrated on web security vulnerabilities.
VBMS is the cornerstone of the VA’s technology transformation, integrating 21st century, web-based, paperless processing along with improved business practices. Since the program’s inception in 2010, our consultants have led VBMS development, architecture, and production operations.
The VBMS development, with more than 24 concurrent Scrum teams, is one of the largest examples of scaled agile deliveries in the Federal Government. By leveraging smaller cycles using Agile methodology, we could identify and address scope changes in week 2 of a 12-week delivery cycle. Agile development accelerates the frequency and volume of releases by streamlining activities throughout the delivery lifecycle.
“The VA disability claims backlog was at its lowest point in history. Now, the average wait time for a decision is about 91 days — a 191-day reduction from its peak of 282 days.”
The success of VBMS is clear: The VA disability claims backlog is down 88 percent to its lowest point in history. The average wait time for a decision is now about 91 days, a 191-day reduction from its peak of 282 days.
Our team provided critical end-to-end processing and functionality enhancements for compensation and pension claims processing. 99.8 percent of all disability claims are now processed electronically, and 1.9 billion documents have been converted to digital images that are maintained in veterans' electronic claim folders. The new paperless system processes claims with a 98 percent rating accuracy.
Looking to modernize and transform your organization? Booz Allen’s technology experts are up to the challenge. We help government leaders think through their mission challenges strategically, developing leading digital solutions to meet them.