Boise-RO Has 30% Error Rate, VAOIG Report No. 10-03858-92

Inspection of the VA Regional Office Boise, ID

Report Number 10-03858-92, 2/17/2011 | Full Report (PDF)

The Benefits Inspection Division conducts onsite inspections at VA Regional Offices (VAROs) to review disability compensation claims processing and Veterans Service Center operations.

The Boise VARO staff corrected errors identified by the Veterans Benefits Administration’s (VBA) Systematic Technical Accuracy Review program. In general, VARO staff established correct dates of claim in the electronic record and followed VBA mail handling procedures. Additionally, the VARO staff generally processed post-traumatic stress disorder disability claims accurately. The VARO needs to improve the control and accuracy of processing disability claims for temporary 100 percent disability evaluations, traumatic brain injury, and herbicide exposure. Overall, VARO staff did not accurately process 30 (30 percent) of the 101 disability claims reviewed. Controls also need strengthening to ensure timely processing of Notices of Disagreement for appealed claims as well timely and complete Systematic Analyses of Operations. We recommended the Boise VARO Director ensure staff review all temporary 100 percent disability evaluations to determine if reevaluations are required and take appropriate actions. We recommended VARO management implement controls to ensure the staff establishes reminder notifications for temporary 100 percent disability reevaluations. We recommended that VARO management provide refresher training on the proper procedures for processing traumatic brain injury claims and implement an additional level of review for all TBI rating decisions prior to finalizing those decisions. We also recommended VARO management strengthen controls to ensure timely establishment of Notices of Disagreement in the Veterans Appeals Control and Locator System as well as implement a plan to ensure timely and complete preparation of Systematic Analysis of Operations. The Director of the Boise VARO concurred with all recommendations. Management’s planned actions are responsive and we will follow up as required on all actions.