5 Ways We’re Improving the Benefits Claims Process for Veterans

October 25, 2015 Michael McGowan

VA benefits backlog claims

Since 2013, Leidos has been working with the Department of Veterans Affairs (VA) to help reduce the claims backlog. Here are five ways we’re helping to improve the process for our heroes:

1. We’ve gone digital

Over the past 3 years, the U.S. Department of Veterans Affairs (VA) Veterans Benefits Administration (VBA) has processed more than 3 million Veterans claims, 95% of which originated as printed or handwritten physical documents. We’ve converted, standardized and indexed 128 million of them since 2013 (containing over 895 million images) into searchable portable document formats (PDF).

2. We’ve simplified the process

Every business day, 1 million new images are added to the VA Benefit Management system. That’s nearly 260 million images a year. Let’s put that into perspective – those documents would span approximately 57 miles when stacked. That’s more than 208 Empire State Buildings. By establishing a centralized repository of Veterans claim information, we’re helping to eliminate unnecessary mailing and distribution of paper records across VA offices and departments, increasing the overall efficiency of the process.

3. We’re saving time

In 2010, as part of the VA’s Transformation Plan, it was agreed that the backlog would be eliminated and all claims would be processed in 125 days at 98% accuracy. This document conversion process is, simply, saving time. Electronic records make it easy to locate information and conduct medical disability exams. Clearing the backlog is paramount since it means our Veterans are having to wait long periods of time before a claim can be processed. Since 2012, VBA has reduced the overall claims backlog from 611,000 to 83,000 and cut claims processing times to an all-time low.

4. We’re putting in the work

Our providers perform more than 2 million medical exams to reduce the backlog and, over the course of the next five years, the program is expected to process more than 2.8 billion images. That’s even more than the amount of images uploaded to Instagram daily by our selfie-loving millennials! Nearly 500 employees, 10% of whom are Veterans, have supported our work from facilities in Janesville, Wisconsin; Clinton, Iowa; and Washington D.C.

5. We’ve reduced the backlog

Since 2013, we’ve pulled that backlog down by 90% improving the service for just under 4 million U.S. Veterans who receive compensation and payment benefits through VA. Some only see advanced systems, but we see a better way to improve the lives of our heroes.

Leidos - VA Benefits Claims Process



Michael McGowan

Michael is Global Social Media Manager at Leidos.

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