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Managing VBA Performance & ResultsFY20 Q3Under Secretary for BenefitsPaul R. Lawrence, Ph.D.July 30, 2020

AgendaOverviewBLUFEffects of COVID-19High Level ResultsResults by Business LineOther Key AccomplishmentsAccountabilityEngaging Our VeteransVeterans Benefits Banking ProgramSummary2

With Us TodayDavid McLenachenCharmain BogueExecutive DirectorMedical Disability ExamProgram Integration OfficeExecutive DirectorEducation ServiceTopic: Update onC&P ExamsTopic: Update onColmery True-Up3

VBA Overview and Priorities25,72956%EMPLOYEEVETERANS In benefits distributedS in FY20 30B Q35405639Intake sites, out-basedfacilities, VetSuccess oncampus sites, and VR&EofficesRegional officesOther special processing andcall centersProvide Veterans withthe benefits they haveearned in a mannerthat honors theirserviceEnsure we are strongfiscal stewards of themoney entrusted tousFoster a cultureof collaboration4

VBA Business LinesEducationCompensationInsuranceAppealsPension &FiduciaryHome LoanGuarantyVocationalRehabilitation &EmploymentTransition& EconomicDevelopment5

Effects of COVID-19CompensationStopped in-Person C&P ExamsCritical Piece of EvidenceLimited Ability to Award BenefitsCompleted Fewer ClaimsVocational Rehabilitation& EmploymentPublic Law 116-140 passed onApril 28, 2020Allows Veterans 2 monthsof employment adjustmentallowance paymentsExtended time means reportingfewer positive outcomes6

BLUF: FY20 Q3 – Very StrongHigh Level ResultsCompensationEducationAppealsVocational Rehabilitation& EmploymentPension& FiduciaryHome Loan GuarantyInsuranceTransition & EconomicDevelopmentCOVID ImpactedTarget ExceededStrong ProgressVery Strong because:6 of 8 exceeded targets2 were directly affectedby COVID-19Significant, additionalitems accomplishedfor VeteransTarget Not Met7

COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Limitations on evidence reducedclaims to completeMay 26: 1 Millionth Rating ClaimCompleted - Fastest Ever!FY20 Q3TARGET249,617340,511Average Daysto Complete90125Issue Quality96.6%96.0%Claims Completed5.1M Veterans Served 24.5B PaidServing Veterans faster & with high quality8

COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTSuccesses During COVIDModernized Hospital Adjustments processin coordination with VHA:Processed more Freedom of InformationAct (FOIA) requests: When Veterans are hospitalized for 21days or more, they are now automaticallyreviewed for additional benefits withoutany action by the Veteran 31,000 cases, up 33% over Q2 Eliminated virtually all outstanding FY18& FY19 hospital adjustments (78,000) Addresses findings by VA InspectorGeneral9

COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTBlue Water NavyClaims ReportVeteran ClaimsSurvivor ClaimsTotal 62826,057RetroactivePayments 474,623,333 55,415,029 530,038,362For more information visit: www.benefits.va.gov/benefits/blue-water-navy.aspAs of June 202010

COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTC&P Exams UpdateDavid McLenachenExecutive DirectorMedical Disability ExamProgram Integration OfficeResumed in-person exams inmost areas of the countryWhere in-person examsremain suspended:76% of pending exams availablefor scheduling Rate on available evidenceC&P examiners following CDCscreening, sanitation, distancingand PPE guidance Acceptable Clinical Evidence(ACE) exams Tele-C&P exams Holding claims in place ifin-person exam can’t beheld or completed throughTele-C&P or ACE11

COMPENSATIONAPPEALSPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Delivered on promise to eliminatenon-remand legacy appeals by July 4th Except for those impacted by COVID-19Since the end of Q3 FY19 through end of Q3 FY20,VBA completed 269,115 legacy appealsThe mission of the Appeals ManagementOffice is changing, and is focused on managinghigher-level reviews and Board RemandsReduction of Legacy AppealsFY20 Q3TARGET(without COVID)Inventory2,180*1,000(Non-Remand)Now known as the Office of Administrative Review, or OAR12

COMPENSATIONADMINISTRATIVEREVIEWPENSION& FIDUCIARYINSURANCEVOCATIONALREHABILITATION& EMPLOYMENTEDUCATIONHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Completed Supplemental Claims41% faster than targetVBA Decision LanesCompleted Higher-Level Review38% faster than targetRemand production at highestlevels everSupplementalClaimTarget (Average Days)Average Daysto CompleteClaims ReceivedHigher-LevelReview125125747851,13322,90613

COMPENSATIONADMINISTRATIVEREVIEWPENSION& N& EMPLOYMENTVeterans Pension & DependencyIndemnity Compensation (DIC)Takeaways:FY20 Q332.4KAverage Days to Complete85.7125DIC75.3125Veterans PensionAverage Days to CompleteTRANSITION& ECONOMICDEVELOPMENTTARGET32.6KClaims CompletedCompleted claims an average of 44 daysfaster than targetHOME LOANGUARANTYVeterans Pension226K Beneficiaries Served 759M PaidDIC443K Beneficiaries Served 1.9B Paid14

COMPENSATIONADMINISTRATIVEREVIEWPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTFiduciaryTakeaways:FY20 Q3Exceeded the target by 10%Ensured necessary oversight for vulnerableVeterans and beneficiaries who are unableto manage their financial affairsField Examinations175,526 Beneficiaries in the Program28KTARGET25.5K Targets Exceeded15

COMPENSATIONADMINISTRATIVEREVIEWPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Disbursed payments fasterFY20 Q3TARGET2.8 days4.0 its Paid 3.5MLocated more hard-to-find beneficiariesat a greatly accelerated paceTimelinessNew Leader:Daniel KeenaghanAccuracy5.6M Lives Insured 1.2T in Coverage16

COMPENSATIONADMINISTRATIVEREVIEWPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Completed applications nearly 18 daysfaster than targetBeat target for accuracyFY20 Q3Timeliness of ProcessingOriginal ApplicationsFulfilling the commitment to makePost-9/11 GI Bill beneficiaries whole758,169 StudentsAccuracyTARGET10.1 days 28 days97.5%95.0%(through June 2020) 2.2B Paid Targets ExceededStudent Veterans access benefits faster with high quality17

COMPENSATIONADMINISTRATIVEREVIEWPENSION& N& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTrue-Up UpdateStarted April 29August 1, 2018 toNovember 30, 2019No action required by the studentFirst checks went out May 2020Charmain BogueExecutive DirectorEducation Service 3.4 million in paymentsAverage payment of 2,000 to1,700 beneficiariesTo learn more, call us at 1-888-GIBILL1.Public Law 116-128 Protects resident housingrate if converted online Until December 21, 2020 Or School ResumesPublic Law 116-140 Work Study Continuation of benefitpayments for 28 days Restoration of Entitlement Delimiting Date Extensions18

COMPENSATIONADMINISTRATIVEREVIEWPENSION& FIDUCIARYINSURANCEVOCATIONALREHABILITATION& EMPLOYMENTEDUCATIONHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:The Coronavirus Response Act of 2020extended employment services toVeterans for an additional 60 daysprior to declaring a positive outcome1,000 CounselorsFY20 Q3Positive Outcomes3,709TARGET4,132(Employment, IndependentLiving, Persisting in School)350 Locations104 VetSuccess SitesStayed connected with Veterans via tele-counseling19

COMPENSATIONADMINISTRATIVEREVIEWPENSION& FIDUCIARYINSURANCEEDUCATIONVETERAN READINESS& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTVeteran Readiness & EmploymentVocational Rehabilitation & Employment (VR&E) is nowVeteran Readiness & Employment (VR&E).Why: New name puts the focus on Veterans andtheir employment goalsHow: The new name and logo is the result ofinterviews with transitioning Service members,Veterans, VSOs & VR&E field staffDon’t Worry: VR&E will provide the same servicesit always has, with more modernization to comeover the next year. Stay tuned!20

COMPENSATIONADMINISTRATIVEREVIEWPENSION& FIDUCIARYINSURANCEEDUCATIONHOME LOANGUARANTYVETERAN READINESS& EMPLOYMENTTRANSITION& ECONOMICDEVELOPMENTTakeaways:Guaranteed nearly 900K loans so far thisfiscal yearThis quarter, nearly 111,000 VA borrowerswere identified as being impacted by COVID-19 Those borrowers may seek forbearanceunder the CARES ACT to provide temporaryrelief from mortgage payments331,071 LoansFY20 Q3Certificate of Eligibility(within 5 days)Certificate of Eligibility 100.5B Loan AmountTARGET99.81%98%86.51%75%(within 1 day) Targets ExceededMore Veterans are getting home loans faster21

ADMINISTRATIVEREVIEWCOMPENSATIONPENSION& FIDUCIARYINSURANCEEDUCATIONVETERAN READINESS& EMPLOYMENTHOME LOANGUARANTYTRANSITION& ECONOMICDEVELOPMENTTakeaways:Solid Start reached more than73,000 VeteransConnecting Veterans with VA benefitsand services Priority calling for mental healthcareWarm transfers to VA Crisis LineCOVD-19 informationAssistance with employment,financial information & resourcesNew Leader:Dr. Richard HartmanFY20 Q3VA TAP Touches (Q2)TARGET90,625VA TAP CustomerSatisfaction (Q2)95.7%95%VA Solid StartSuccessful Contact Rate40.7%15% Targets ExceededCaring Contact22

Thank YouVA Office of Information and Technology!James P. GfrererAssistant Secretary forInformation & Technologyand Chief Information OfficerDominic CussattJohn EverettDianne NewmanBrad HoustonJack GalvinYu (Boris) NingRob SmithJohn GardnerRob OrificiArthur AllenTy JacobsSusan PerezChris BarnesChris JohnstonDennis PetersonDewaine BeardDaniel McCuneAngela RustJohn BlankenshipJoe McDowellRoger SigleyRuchika CroallClyde MillerCherri WatersEric DesjardinsPatrick MusaroCharles Worthington23

AccountabilityHouse AppropriationsCommitteeMay 28Department of VeteransAffairs - Response toCOVID-19Senate Veterans Affairs CommitteeJune 3Review of the FY 2021 Budget andFY 2022 Advance AppropriationsRequest and Oversight of CARES ActSupplemental Appropriations for theDepartment of Veterans AffairsPDUSB held weekly phone briefings with bothSVAC and HVAC congressional staff regarding: C&P Exams COVID Impacts and Recovery Plans Weekly VBA Metrics Financial Protections for Vulnerable Veterans24

Engaging Our VeteransTELE-TOWN HALLS33 States Reached Connected with over 1.5 million VeteransAs of July 30, 2020July 30833.380.0417Ohio 5 ETAug 14New Mexico 5 ET/3 MTAug 3New Jersey 4 ETAug 17New Hampshire 4 ETAug 4Michigan 5 ET/4 CTAug 18Arizona 5 ET/3 MT/2 PTAug 5Washington State 5 ET/2 PTAug 19Disabled American Veterans (DAV) 4 ETAug 6Tennessee 4 ET/ 3 CTAug 20Nebraska 5 ET/4 MTAug 11Iowa 5 ET/4 CTAug 25Delaware 4 ETAug 12Veterans of Foreign Wars (VFW) 4 ETAug 26Indiana 4ET/ 3 CTAug 13Missouri 5 ET/ CTAug 27Idaho 5 ET/3 MT/2 PT25

What I Learned from 1.5 Million VeteransCustomer ServiceBegins at the TopVeterans Need Assistance,Not BureaucracyWe Have2Great State Partners626

Veteran’s Benefits Banking ProgramDecember 2019: Began targetedoutreach to unbanked VeteransDecember through June: 7,587 fewerunbanked Veterans 85% fewer “first-time”pre-paid debit card users 28% fewer ‘first time’check recipientsApril 2020Partnership withTreasury Department VBBP-focused inserts sentto Veterans receivingbenefits via checkTo learn more, go to www.va.gov/change-direct-deposit orwww.veteransbenefitsbanking.org or call us at 1-800-827-1000.27

SummaryStrong Performance6 of 8 ExceededCompensation, VR&E leaned inPromises KeptEliminated Legacy AppealsAwarding Blue Water Navy benefitsStarted Colmery “True-Up”Enhancing Innovations to Support VeteransSolid StartVeterans Benefits Banking Program28

Stay With Us forthe After ShowTransition Talk 1: VSOCVET TEC ProgramTransition Talk 2: Educational &Career Counseling (Chapter 36)Dave McLenachen - DAV InterviewTransition Talk 3: Colmery Act29

Connect with us!To follow us on social media:For VA customer service, onTo learn more about VA Benefits, visit:benefits.va.govFor more specific questions, access:Inquiry Routing & Information System (IRIS)department-of-veterans-affairs30

Jul 30, 2020 · Paul R. Lawrence, Ph.D. July 30, 2020 . Agenda Overview BLUF Effects of COVID-19 High Level Results . INSURANCE 22 VA TAP Touches (Q2) 90,625 95.7% 40.7% 95% 15% VA TAP Customer Satisfaction (Q2) . Ty Jacobs Chris Johnston Daniel McCu