The Office of Field Operations Did Not Adequately Oversee Quality Assurance Program Findings

In 2020, the Veterans Benefits Administration (VBA) processed about 1.2 million disability compensation claims and paid more than $90.8 billion in total benefits to veterans. About five million veterans were receiving these benefits as of December 31. To ensure claims decisions are accurate and consistent so veterans receive the benefits to which they are entitled, VBA established a multifaceted quality assurance program. The VA Office of Inspector General (OIG) reviewed the quality assurance program and identified a systemic weakness in oversight and accountability. In the quality assurance program, Compensation Service conducts reviews that identify deficiencies in the disability compensation benefits claims process, and the Office of Field Operations has oversight responsibility for ensuring regional office employees and supervisors follow quality assurance procedures and take action to correct deficiencies identified during quality assurance reviews. The OIG found that while VBA’s quality assurance program routinely identified claims-processing deficiencies and communicated results to internal and external stakeholders, the Office of Field Operations did not ensure that regional office employees took adequate corrective actions to address the deficiencies identified. Until VBA senior leaders ensure improvements are made, veterans are at risk of not receiving the benefits they deserve. The OIG recommended the acting under secretary for benefits develop and implement a written plan to strengthen oversight of the quality assurance program and monitor the plan to ensure identified deficiencies are adequately addressed.