VA’s online claims system criticized by House subcommittee

Rep. Matt Rosendale (R-Mont.), who chairs the House Veterans Affairs Technology Modernization Subcommittee, criticized the Department of Veterans Affairs for its implementation of an online self-service system for beneficiary travel during a hearing Tuesday -fair.

The VA launched its online claims system in 2019 to help reimburse veterans for travel expenses to VA hospitals. However, six years later, only about 30 percent of these claims are being processed, and a 2023 Department of Veterans Affairs Inspector General report found that the system failed all four key performance metrics.

“This project has been an egregious example of poor planning, misunderstanding of veterans’ needs and general dysfunction,” Rosendale said. “I’m sure the idea made perfect sense and looked good on paper, but in reality, the VA surprised millions of veterans with a complicated and confusing new process.”

Democrats on the committee also criticized the VA for slow implementation of the software and for deciding to switch to an online system when many of its users are older veterans who have difficulty adopting new technology.

“We seem to hear the same issue every time we talk about a VA modernization effort, poor requirements developments, poor change management, poor governance structures, millions of dollars spent on programs that the VA doesn’t need,” said Sheila Cherfilus- McCormick, Ranking Member. (D-Florida) said, “It’s past time we talk about why the VA can’t learn from its mistakes.”

The program was originally planned to cost about $11 million, but the VA has already spent $36 million on the claims system, drawing criticism from Rosendale and other committee members.

VA first awarded the system contract in 2016, with implementation expected in 2019. But VA launched the system in 2021 and ran it concurrently with the legacy system until the end of 2023, when it attempted to transition exclusively to the online. system, as recommended in the IG report.

However, the system remained riddled with problems.

Jon Retzer, national legislative director for Disabled American Veterans, told the subcommittee that “veterans report that they continue to struggle to get reimbursed because of the challenges” of accessing the system.

“They find that the experience is not user-friendly or seamless due to system delays, multiple screen changes, and the need for verification when the appointment is not at a VA Medical Center,” he added.

Retzer said the VA has been engaging with the DAV since February to improve the system, but he is disappointed that the department waited years before opening that line of communication.

Still, VA officials responsible for veteran transportation programs stood by their decision to make the change.

“The VA acted vigorously to address [the IG] conclusions, and the only recommendation that is still pending closure is changing the system to meet self-adjudication goals,” Ryan Heiman, VA deputy executive director of member services, told lawmakers.

He added that the VA has worked to improve the system with contributions from veterans. However, members were not convinced he had learned his lessons.

“I am concerned that the VA is adding new features without addressing the core problems of the original system,” Cherfilus-McCormick said.

“I’m concerned that your managers at VA still don’t have a clear picture of the future vision,” Rosendale added.

This story originally appeared on thehill.com read the full story