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Managing VBAPerformance & ResultsFY20 Q2Under Secretary for BenefitsPaul R. Lawrence, Ph.D.April 30, 2020
AgendaOverviewFY20 Q2 ResultsAdditional TopicsBlue Water NavyAccountabilityColmeryVBBPSolid StartCOVID-19Summary2
With Us TodayMargarita DevlinBeth MurphyTopic: Solid StartTopic: Blue Water NavyPrincipal Deputy UnderSecretary for BenefitsExecutive DirectorCompensation ServicesCharmain BogueJoseph GurneyTopic: EducationTopic: VBBPExecutive DirectorEducation ServiceSenior Advisor forFiscal Stewardship3
VBA Overview and Priorities25,506EMPLOYEES56%VETERANSProvide Veterans withthe benefits they haveearned in a manner thathonors their service 31B In benefits distributed in FY20 Q2540Intake sites, out-based facilities,VetSuccess on campus sites, andVR&E offices56 Regional offices39Other special processing andcall centersEnsure we are strongfiscal stewards of themoney entrusted to usFoster a cultureof collaboration4
About VBAEducationInsurancePension &FiduciaryVocationalRehabilitation& EmploymentCompensation“ To care forhim who shall haveborne the battle andfor his widow, andhis orphan.”Abraham LincolnAppealsHome LoanGuarantyTransition& EconomicDevelopment5
BLUF: FY20 Q2 Performance – OutstandingExceeded All Key Performance MetricsCompensationEducationAppealsVocational Rehabilitation& EmploymentPension & FiduciaryHome Loan GuarantyInsuranceTransition & EconomicDevelopmentTarget ExceededStrong ProgressTarget Not Met6
COMPENSATIONAPPEALSPENSION& FIDUCIARYTargets ExceededTakeaways Completed 65k more than targetINSURANCEEDUCATIONVOCATIONALREHABILITATION& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTPERFORMANCE INDICATORSFY20 Q2TargetClaims Completed392,210326,56094.012595.35%96.0%Average Days to Complete Average days to complete was almosta month faster than targetIssue Quality In March 2020, VBA set a new recordfor the highest number of completeddisability rating claims in a singlemonth at more than 156K5M Veterans Served 24.2B PaidServing more Veterans, faster &with high quality7
Blue Water NavyClaims Report (as of March 31, 2020)Veteran ClaimsBeth MurphyExecutive DirectorCompensation ServicesSurvivor ClaimsTotal ClaimsClaims for Processing47,1484,26751,415Completed Claims12,7521,90814,660Retroactive Payments 274,077,322 31,405,723 305,483,046Find out more information at vy.asp8
C&P Exams UpdateFocusing on safety of Veterans, Service Members, Employees,and C&P ExaminersTemporarily suspending all in-person C&P exams at beginningof AprilUsing alternative means: Rate on available evidence “Tele-C&P exams” for some conditions Acceptable Clinical Evidence (ACE) examsCompleting claims—including partial ratings—to pay benefitsHolding claims in work queue if need in-person C&P exam orother evidence9
COMPENSATIONAPPEALSTargets ExceededTakeaways AMA is a success In Q2, VBA processed HigherLevel Reviews 50% fasterthan our targetNon-remand legacyinventory at the lowest levelsince tracking began in 2006PENSION& N& EMPLOYMENTTRANSITION& ECONOMICDEVELOPMENTHOME LOANGUARANTYReduction of LegacyAppealsPERFORMANCE INDICATORSInventory (Non-Remand)*FY20 Q2Target48,06256,646*Note: Pre-“board” workload inventoryAMA@VBATwo VBA Decision LanesPERFORMANCE INDICATORS SupplementalClaimTarget (Average Days)Average Days to CompleteClaims 0
COMPENSATIONAPPEALSPENSION& FIDUCIARYVeterans Pension andDependency IndemnityCompensation (DIC)Targets & EMPLOYMENTPERFORMANCE INDICATORSClaims CompletedVeterans Pension AverageDays to CompleteDIC Average Days to CompleteHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTargets32.6K31.1KExceededFY20 Q2Target96.712598.8125Veterans PensionTakeaway Completed claims 4 weeks fasterthan targetServing more Veterans, faster232K Beneficiaries Served 772M PaidDIC438K Beneficiaries Served 1.9B Paid11
COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTFiduciaryTargets ExceededTakeaway Field examinations ensure the wellbeing of the beneficiary and protectthe beneficiary’s VA benefitsPERFORMANCE INDICATORSFY20 Q2TargetTargets26.5K24.5KExceeded175,526 Beneficiariesin the ProgramField ExaminationsProtecting Veterans & theirbenefits from fraud & abuse12
COMPENSATIONAPPEALSPENSION& FIDUCIARYINSURANCETargets ExceededTakeaways Disbursed payments faster Located hard-to-find beneficiariesat a greatly accelerated paceHonoring Veterans’ final requestof VBAEDUCATIONVOCATIONALREHABILITATION& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTPERFORMANCE INDICATORSFY20 Q2Timeliness of Disbursements2.7 days 4.0 daysTargetAccuracy of Disbursements98.5%99.0%Hard-to-Find Beneficiaries1,458383 7.4M–Benefits Paid to FoundBeneficiaries5.6M Lives Insured 1.2T in Coverage13
COMPENSATIONAPPEALSPENSION& FIDUCIARYINSURANCETargets ExceededTakeaways Continuing retroactive paymentsthrough COVID-19 More on this fromCharmain Bogue nextStudent Veterans are gettingaccess to benefits faster & withhigh qualityEDUCATIONVOCATIONALREHABILITATION& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTPERFORMANCE INDICATORSFY20 Q2TargetTimeliness of ProcessingOriginal Applications17.0 days28 days95.0%*95.0%Accuracy701,628 Students 3.4B Paid14
GI Bill UpdateTrue UpCharmain BogueExecutive DirectorEducation ServiceCOVID-19Started April 29Public Law 116-128Worked with schools to receive correctedenrollments August 1, 2018 to November 30, 2019Same monthly housing allowanceImpacted enrollments Classes at extension campuses Signed by POTUS on March 21 Until December 21, 2020 Or School ResumesNo action is required by the student First checks go out May 202015
COMPENSATIONAPPEALSPENSION& FIDUCIARYINSURANCEEDUCATIONTargets ExceededTakeaways VR&E continues to engage withVeterans and provide positiveoutcomes Tele-counseling has expanded,avoiding in-person contactEarly investment in tele-counselingmeans we deliver Veterans what theyneed when & where they need itVOCATIONAL REHABILITATION& EMPLOYMENTPERFORMANCE INDICATORSPositive Outcomes(Employment, IndependentLiving, Persisting in School)HOME LOANGUARANTYFY20 Q24,364TRANSITION& ECONOMICDEVELOPMENTTarget3,900Over 1,000 RehabilitationCounselorsOver 350 Office Locations104 VetSuccess on Campus Sites16
COMPENSATIONAPPEALSPENSION& FIDUCIARYINSURANCETargets ExceededTakeaways More Veterans accessed VAloans for purchase andrefinance LGY increasing the numberof COEs that are issuedautomaticallyVeterans getting homeloans fasterEDUCATIONVOCATIONALREHABILITATION& EMPLOYMENTPERFORMANCE INDICATORSTRANSITION& ECONOMICDEVELOPMENTHOME LOANGUARANTYFY20 Q2TargetCertificate of Eligibilitywithin 5 days99.87%98%Certificate of Eligibilitywithin 1 day87.59%75%31,035 Foreclosures Avoided 30.5M In Specially Adapted Housing Grants280,074 Loans 82B Total Loan Amount17
COMPENSATIONAPPEALSPENSION& FIDUCIARYINSURANCEEDUCATIONTargets ExceededTakeaways Conducted at 3 key intervals posttransition (Stage 1:0-90; Stage 2: 91-180;Stage 3:181-365)VOCATIONALREHABILITATION& EMPLOYMENTHOME LOANGUARANTYTRANSITION & ECONOMICDEVELOPMENTPERFORMANCE INDICATORSActualsTargetVA TAP Touches90,866–VA TAP Customer Satisfaction95.9%95%53%15%VA Solid Start SuccessfulContact Rate Implemented priority Solid Start callingfor Veterans in need of mental healthsupport More on Solid Start fromMargarita Devlin nextConsistent, Caring Contact for Veterans18
Solid StartMargarita DevlinPrincipal DeputyUnder Secretaryfor BenefitsStage 2 calls started100 specially trained VA representatives reached out toover 50,000 VeteransCallers are engaging range of Veterans – active dutyand reserve/guard personnel who have separatedVA benefits and services, including mental healthcare,warm transfers to VA Crisis LineCOVD-19 – access healthcare, receive assistance withemployment, financial information and resources19
Accountability20
Veterans BenefitsBanking ProgramKey FeaturesFraud Protection: Secure direct deposit into banks andcredit unionsService and Flexibility for Veterans: Providing excellent customer service viaphone, online and in personNo Cost Checking: Cost-effective for Veterans on accounts andmaintenance feesChoice: Top and well-known institutions for Veteransto choose fromJoseph GurneySenior Advisor forFiscal StewardshipBy The Numbers19912,000Credit UnionsBanksLocationsTo learn more go to www.va.gov/changedirect-deposit orwww.veteransbenefitsbanking.orgor call us at 1-800-827-1000.21
Thank YouVA Office of Informationand Technology!James P. GfrererAssistant Secretary forInformation & Technologyand Chief Information Officer Chris BarnesDewaine BeardJohn BlankenshipRuchika CroallDominic CussattJohn EverettJack GalvinJohn GardnerTy JacobsDaniel McCune Joe McDowellClyde MillerDianne NewmanYu (Boris) NingRob OrificiSusan PerezDennis PetersonAngela RustRoger SigleyCherri WatersOIT’s VBA Account LeadersBrad HoustonRob Smith22
COVID-19Open for business Telework enabledClosed public contact centers VA.gov 1 (800) 827-1000Quickly dealing with changes Extensions – yes Debt Relief – 1 (800) 827-0648Veterans are not alone Benefits Questions? - 1 (800) 827-1000 In Crisis? – 1 (800) 273-8255COVID Microsite - www.publichealth.va.gov/n-coronavirus/FAQ - estions/23
SummaryOutstanding Performance More and FasterSustaining our promises BWN, Colmery, Solid Start, VBBPContext – Consistently Outstanding 4 consecutive QuartersWhy does it matter? We are delivering for VeteransFulfilling directive:o VA Secretary Wilkie – “ExcellentCustomer Service”o President Lincoln – “To care for himwho has borne the battle ”We are still on track to:24
Connect with us!This webcast and materials will be posted at:benefits.va.gov/stakeholderFor VA customer service, call:1-800-827-1000@VAVetBenefits@VABenefitsTo learn more about VA Benefits, visit:benefits.va.govFor more specific questions, access:Inquiry Routing & Information System f-veterans-affairs25
Stay With Us for theAfter ShowVBA COVID-19 ReadinessOpen for business and continuingto do more!Adapting to stay engagedwith Veterans in new waysTele-Townhalls andSolid Start calls:What We’ve Learned26
Apr 30, 2020 · Paul R. Lawrence, Ph.D. April 30, 2020 Managing VBA Performance & Results FY20 Q2. 2 Agenda Blue Water Navy Colmery . COMPENSATION APPEALS INSURANCE EDUCATION . Ty Jacobs Daniel McCune Joe
