The Department of Veterans Affairs Office of Inspector General found that while VBA’s quality assurance program routinely identified claims-processing deficiencies and communicated results to internal and external stakeholders, the Office of Field Operations did not ensure that regional office employees took adequate corrective actions to address the deficiencies identified.
Until VBA senior leaders ensure improvements are made, veterans are at risk of not receiving the veterans benefits they deserve.
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The Office of Field Operations Did Not Adequately Oversee Quality Assurance Program Findings