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091620 1 (1970-08-24)

handle is hein.gao/gaobacwcy0001 and id is 1 raw text is: UNITED STATES GENERAL ACCOUNTING OFFICE WASHINGTCN, D.C. 20548 AUG '2 1 CIVIL DIVISION Dear Mr. Rhodes: We made a limited study of the feasibility of consolidating operations of Veterans Administration (VA) regional offices concerned with adjudicating claims for benefits under the compensation, pension, and education (CP&E) programs for veterans or their dependents. Our study was performed at the VA Central Office, Washington D. C., and at the Veterans Administration Center, Philadelphia, Pennsylvania. We made an analysis of the operations of the Philadelphia Regional Office and we performed a pilot study involving four regional offices to determine whether savings in administrative costs could be realized by such consolidation. The VA Central Office Department of Veterans Benefits (DVB) is responsible for adrinistfration of tha CP&Eprograms. The programe are imriplenented by DVB's 57 regional office field stations located in the United States and overseas, At the end of fiscal year 1969, DVB field stations employed about 16,000 personnel. The regional office Adjudication Division has primdry responsibility for processing actions related to the CPE programs. Other regional office divisions provide management, iinancial, administrative, and- nersonnet l. - vices to support the A dfcaffon ,ivision. Our analysis of Philadelphia Regional Office operations indicates that most field offic functions con- cerned with processing claims for benefits under the CP&E programs, and servicing beneficiaries of the programs, could be consolidated without reducin'g service to veterans and their dependents. Based on discussions with VA perconnel and our observations and analyses, we determined that Adjudication Division personnel rarely have. personal contact with claimants or beneficiaries when developing informa- tion needed to process claims, and when approving or disapproving claims. In carrying out these functions most interviews are made by Contact Divi- sion personnel and most communications are by mail. In our opinion :onsolidation of these adjudication operations would not reduce the service provided by Contact Division representatives. Our analysis indicates that some adjudication functions should continue to be performed on the existing decentralized basis. These include the functions of the Vocationrl Counseling, Training, and PU9~$Ll

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