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66–288 PDF 2011

S. HRG. 112–14 

NOMINATIONS OF BRIG. GEN. ALLISON HICKEY TO BE UNDER 

SECRETARY FOR BENEFITS AND STEVE MURO TO BE UNDER 

SECRETARY FOR MEMORIAL AFFAIRS, U.S. DEPARTMENT OF 

VETERANS AFFAIRS 

HEARING 

BEFORE THE

COMMITTEE ON VETERANS’ AFFAIRS 

UNITED STATES SENATE 

ONE HUNDRED TWELFTH CONGRESS 

FIRST SESSION 

APRIL 6, 2011 

Printed for the use of the Committee on Veterans’ Affairs 

( 

Available via the World Wide Web: http://www.fdsys.gov/ 

(II) 

COMMITTEE ON VETERANS’ AFFAIRS 

PATTY MURRAY, Washington, Chairman 

JOHN D. ROCKEFELLER IV, West Virginia 

DANIEL K. AKAKA, Hawaii 

BERNARD SANDERS, (I) Vermont 

SHERROD BROWN, Ohio 

JIM WEBB, Virginia 

JON TESTER, Montana 

MARK BEGICH, Alaska 

RICHARD BURR, North Carolina, Ranking 

Member 

JOHNNY ISAKSON, Georgia 

ROGER F. WICKER, Mississippi 

MIKE JOHANNS, Nebraska 

SCOTT P. BROWN, Massachusetts 

JERRY MORAN, Kansas 

JOHN BOOZMAN, Arkansas 

KIM LIPSKY, Staff Director 

LUPE WISSEL, Republican Staff Director 

(III) 

C O N T E N T S 

APRIL 6, 2011 

SENATORS 

Page 

Murray, Hon. Patty, Chairman, U.S. Senator from Washington ........................ 1 

Isakson, Hon. Johnny, U.S. Senator from Georgia ............................................... 3 

Tester, Hon. Jon, U.S. Senator from Montana ...................................................... 5 

Moran, Hon. Jerry, U.S. Senator from Kansas ..................................................... 5 

Begich, Hon. Mark, U.S. Senator from Alaska ..................................................... 66 

Brown, Hon. Scott, U.S. Senator from Massachusetts ......................................... 68 

Webb, Hon. Jim, U.S. Senator from Virginia ........................................................ 70 

WITNESSES 

Hickey, Brig. Gen. Allison A., USAF (Ret.), nominee to be Under Secretary 

for Benefits, Veterans Benefits Administration, U.S. Department of Veterans Affairs ......................................................................................................... 7 

Prepared statement .......................................................................................... 8 

Response to prehearing questions submitted by Hon. Patty Murray .......... 10 

Questionnaire for Presidential nominees ....................................................... 20 

Letter from the Office of Government Ethics ................................................. 32 

Letter from the nominee to the Office of General Counsel, U.S. Department of Veterans Affairs .............................................................................. 33 

Muro, Steve L., nominee to be Under Secretary for Memorial Affairs, National 

Cemetery Administration, U.S. Department of Veterans Affairs .................... 34 

Prepared statement .......................................................................................... 36 

Response to prehearing questions submitted by Hon. Patty Murray .......... 37 

Questionnaire for Presidential nominees ....................................................... 40 

Letter from the Office of Government Ethics ................................................. 57 

Letter from the nominee to the Office of General Counsel, U.S. Department of Veterans Affairs .............................................................................. 58 

(1) 

NOMINATIONS OF BRIG. GEN. ALLISON HICKEY TO BE UNDER SECRETARY FOR BENEFITS AND STEVE MURO TO BE UNDER SECRETARY FOR MEMORIAL AFFAIRS, U.S. DEPARTMENT OF VETERANS AFFAIRS 

WEDNESDAY, APRIL 6, 2011 

U.S. SENATE, 

COMMITTEE ON VETERANS’ AFFAIRS, 

Washington, DC. 

The Committee met, pursuant to notice, at 10:35 a.m., in room 

418, Russell Senate Office Building, Hon. Patty Murray, Chairman 

of the Committee, presiding. 

Present: Senators Murray, Webb, Tester, Begich, Isakson, Brown 

of Massachusetts, and Moran. 

OPENING STATEMENT OF HON. PATTY MURRAY, CHAIRMAN, 

U.S. SENATOR FROM WASHINGTON 

Chairman MURRAY. Good morning and welcome to today’s hearing to consider nominations of Brigadier General Allison A. Hickey 

to be Under Secretary for Benefits and Steve Muro to be Under 

Secretary for Memorial Affairs. 

Before we begin, I do want to make one quick announcement 

about a step this Committee is taking to both embrace new technology and save Committee funds on those endless stacks of paper 

that we get on our desk that we all know about. 

Today marks the first Committee hearing that Members will be 

using tablets like this. Everyone of us has one up here so that we 

can digitally reduce all of those piles of paperwork and have it 

available for our Members and our staff as well. 

As Chairman I believe it is important, particularly at a time 

when we are counting on the VA to make some big overdue 

changes in terms of IT, that we, as the Committee, are also taking 

whatever steps we can to improve and share information. 

So we are very excited about this step even while we will all try 

to get used to it. I am told that we are the first Committee in the 

Senate to make these changes, and I hope it will be the first of 

many for this Committee that is really aimed at improving our 

hearings and access to information and resources for our veterans. 

And we will be training our Committee Members, Senator Isakson, how to use these tablets. But it is going to be a great change 

for us, and we are looking forward to having them help save money 

for the Senate too. 

2 

General Hickey, thank you for being here and welcome. I want 

to say at the outset that I commend you for accepting this nomination because, if confirmed, you will have a tremendously difficult 

job in front of you. Without question, I believe that the VA disability claims system is broken. 

It is broken when we have veterans waiting an average of 190 

days for a claim to be adjudicated. It is broken when we have nearly one million veterans currently caught in a backlog that continues to climb, and it is broken when our veterans have simply 

lost faith in the system. 

If confirmed, you will you be looked upon to fix this broken system and to reduce the skyrocketing backlog of claims that it has 

produced. You will be asked to think boldly about a problem that 

has vexed your predecessors. You will need to move quickly on innovative solutions, including viable technological changes, if we are 

going to begin to turn this problem around. It will not be easy. In 

fact, just last month I got a first-hand look at the problem that you 

face. 

I went out to Seattle to go to the Seattle Regional VA Office, and 

I saw the impact that paper alone has on an employee’s ability to 

process a claim. I saw these huge files that were as thick as a 

phone book and completely devoid of any organization whatsoever 

that made it impossible to find anything in them, and even harder 

to move to a paperless file. I heard about claims that should be getting expedited treatment but that were not. 

In fact, it took the Seattle Regional Office nearly 9 months to expedite the claim for a veteran that was terminally ill with cancer, 

and that veteran’s claim was finally granted, 3 days after the veteran died. 

That is totally unacceptable, and it has to change. Our veterans, 

especially those who are most vulnerable, those who are terminally 

ill or homeless or in danger of becoming homeless, deserve better 

than the way that some VA offices are treating them, and I know 

from my many years on this Committee this problem is not in just 

one pocket of the country. It is widespread. 

The problems I saw in Seattle are not just an isolated incident. 

It is one example of a problem that has plagued the VA. And it is 

a problem that is growing. 

Although the VA knew that more Agent Orange claims would be 

coming into the system, the claims have still overwhelmed the new 

case workers that Congress provided funding to hire. 

The VA knows more and more OIF and OEF veterans will be 

making claims, and we need assurance that VA is preparing for 

this influx of new claims. 

General Hickey, while I am impressed by the credentials you 

bring to this job, I have to believe this is a job like no other you 

have had before and a challenge that you may not face again. But 

it is one of the biggest we have to meet. 

If confirmed, I look forward to working closely with you to address this issue because we cannot allow our veterans to wait for 

the benefits they have earned any longer. 

Mr. Muro, welcome, thank you to you for joining with us today. 

Mr. Muro, if confirmed, you will be responsible for maintaining 

the high-level of service and customer satisfaction in the National 

3 

Cemetery Administration. Obviously, over the last year, and again 

last week, we have read with horror about the disgraceful management of Arlington National Cemetery. 

Unorganized records and sloppy management have led to a tragedy not only for the families of servicemembers buried on those 

hallowed grounds but for our country as a whole. We must get Arlington on track. 

Arlington must become known as a place of comfort to families, 

efficiency of administration, and a model of customer service equal 

to that of VA’s National Cemeteries, which you will be tasked with 

managing. 

I look forward to hearing from you about what we can do to 

make sure that these management failures never happen at our VA 

cemeteries. 

I also look forward to discussing the other challenges you will 

face, including meeting the unprecedented need for additional capacity in heavily populated urban areas. 

As a housekeeping note, after the Members give their opening 

statements, I will swear in our nominees, then introduce them. I 

will then ask each of you to introduce any friends or families that 

are with you today. Our nominees will then give their opening 

statements, then Members will have a chance to ask questions. 

So again, General Hickey, thank you very much. 

Mr. Muro, thank you for being here. I look forward to your testimony. 

With that, I turn it over to Senator Isakson, who is standing in 

for Senator Burr today. 

STATEMENT OF HON. JOHNNY ISAKSON, 

U.S. SENATOR FROM GEORGIA 

Senator ISAKSON. Thank you very much, Madam Chairman. 

Today, we will discuss the qualifications of the nominees to serve 

in two demanding roles at the Veterans Administration. General 

Allison Hickey and Steve Muro, both of whom I have met and enjoyed very much meeting. I appreciate, as the Chairman said, their 

commitment to the job ahead of them. 

General Hickey, the Veterans Benefits Administration (VBA) 

provides a range of benefits and services to help improve the lives 

of veterans and their families and their survivors. But, in some 

areas, VBA struggles to deliver effective benefits and services without hassles or delays. Primarily, VBA’s disability claims processing, 

which the Chairman has already mentioned, has been criticized for 

many years for large backlogs, long delays, and inaccurate decisions. And the problems are expected to get even worse with the 

volume of veterans returning. 

Between 2009 and 2012, the number of pending claims is projected to more than double, and the average time it takes to complete a claim is expected to increase by nearly 70 days. Getting this 

situation under control has to be your top priority. 

To that end, VA has a number of IT solutions and other initiatives underway. But we must make sure VA has a realistic and 

comprehensive plan to pull these efforts together so there will be 

lasting improvements in VA’s ability to provide accurate and good 

4 

services. Veterans in Georgia and across the country deserve no 

less. 

Another challenge is the large difference in service provided by 

VA’s regional offices around the country. Some consistently meet 

expectations, while others struggle. As the VFW put it, ‘‘The real 

question is why these vast differences exist between regional offices? Is it management? Is it training? Or is it leadership?’’ We 

need answers to those questions and, more importantly, we need 

solutions. 

VA is also working with the Department of Defense to roll out 

an Integrated Disability Evaluation System, which allows injured 

servicemembers to find out what benefits they will get from both 

agencies before being medically discharged. 

And I might interject—I am reading a prepared statement for 

Senator Burr—but I wanted to interject a statement here, if I 

might. 

I commend General Schumacher’s work in the seamless transition from active DOD medical health care to veterans health care 

that has taken place at the Augusta Charlie Norwood Center. That 

transition has helped veterans to transfer from DOD care to veterans’ care with a seamless system where they do not fall between 

the cracks, and I commend General Schumacher on what he has 

done. I hope you find him, General Hickey, to be of help to you in 

your transition. 

General Hickey, if confirmed, these are just a few of the pressing 

issues you would find ahead of you at the Veterans Benefits Administration. I look forward to discussing your plans to tackle 

them, and I again thank you for your willingness to serve—I am 

willing to help in any way I can to facilitate and make the job as 

easy as possible. 

Mr. Muro, thank you for your service to the country and your 

willingness to take on a very, very important duty. As you know 

well, VA’s National Cemetery Administration has the solemn mission of honoring and memorializing our Nation’s fallen heroes. For 

veterans of every generation, it is the aim of our grateful Nation 

to provide a final resting place worthy of their sacrifices and to respectfully tend to their grieving loved ones. 

As shown in the recognition NCA has received for high levels of 

customer service, NCA has been diligently fulfilling that role. But, 

as the Chairman mentioned, the issues that have come to light at 

Arlington National Cemetery should remind all of us how critical 

it is to remain vigilant so that veterans and their families receive 

the top-notch service they deserve, now and in the future. 

Mr. Muro, I look forward to serving with you. You will have the 

pleasure of working with a former U.S. Senator from Georgia, now 

head of the Battle Monuments Commission, Senator Max Cleland, 

who is a dear personal friend of mine. My predecessor in this seat, 

Zell Miller, was actually a board member of the Battle Monuments 

Commission for a while. So, we have a long tradition in Georgia. 

We recently opened—and you were there, if I am not mistaken— 

the new veterans cemetery on the mountaintop in north Georgia, 

which is probably, of all that I have seen around the country, the 

most breathtaking and beautiful cemetery that we have in the entire VA. 

5 

So thank you for your willingness, Mr. Muro. 

General Hickey, that you for yours. 

And Madam Chairman, I yield back the remainder of my time. 

Chairman MURRAY. Thank you very much. 

If any of our Members have an opening statement, if you make 

it real quick, we can get to our nominees. 

Senator Tester. 

STATEMENT OF HON. JON TESTER, 

U.S. SENATOR FROM MONTANA 

Senator TESTER. I will be quick. 

Thank you, Madam Chair, and thank you, Senator Isakson, for 

your comments. I will not be repetitive, but I would like to associate myself with both of them. 

I want to thank you guys for being here. I want to thank you for 

your willingness to serve. I will tell you that last week General 

Shinseki was in front of the Appropriations Committee. Mr. Muro, 

you were there too. Three of the six of his top people were not confirmed at that point in time but were on that panel. 

I think it is incumbent upon the Administration to put good people in front of us in a timely manner. I think it is incumbent upon 

us to get you confirmed in a timely manner, and I look forward to 

your testimony and your confirmation. 

Thank you. 

Chairman MURRAY. Thank you very much. 

Senator Moran. 

STATEMENT OF HON. JERRY MORAN, 

U.S. SENATOR FROM KANSAS 

Senator MORAN. Madam Chair, thank you very much. I am very 

honored to be a Member of the Senate Veterans’ Affairs Committee. I served for 14 years in the House as a Member of that 

companion Committee, and there is no group of Americans I hold 

in higher regard than those who have served our country. 

I am pleased to see that we have such high-quality nominees and 

look forward to developing a good working relationship with you on 

behalf of the 250,000 veterans in Kansas and those all across the 

country. 

I thank you for your military service to our country, and thank 

you for your willingness to serve others who have served. 

Thank you. 

Chairman MURRAY. Thank you very much. 

Under the rules of this Committee, the testimony of all Presidential nominees appearing before the Committee shall be taken 

under oath. 

So, General Hickey and Mr. Muro, will you now stand for the administration of the oath. 

Do you solemnly swear that the testimony you are about to give 

before the Senate Committee on Veterans’ Affairs will be the truth, 

the whole truth, and nothing but the truth, so help you God? 

General HICKEY. Yes. 

Mr. MURO. Yes. 

Chairman MURRAY. Thank you very much. 

6 

With that, I will introduce both of our nominees and turn to 

them for their opening statements. 

Each of these nominees, if confirmed, will play an integral role 

in the overall management and day-to-day operation of the VA. So 

I am delighted to have the opportunity to have you before us today. 

General Hickey is a 27-year veteran of the U.S. Air Force, active 

National Guard and Reserve. She is also a graduate of the U.S. Air 

Force Academy, class of 1980, the first class to include women. 

She has served as a pilot and aircraft commander and led the Air 

Force’s Future Total Force Office and served as the Assistant Deputy Director for Air Force strategic planning, leading one of the 

largest mission and culture change efforts the Air Force has ever 

gone through. 

She currently serves as a human capital management executive 

for Accenture and has led a team focused on thousands of personnel actions every day, ranging from recruitment to retirement. 

Mr. Muro is a Vietnam veteran who served in the U.S. Navy 

from 1968 to 1972, beginning his career with the VA as a maintenance mechanic at the West Los Angeles VA Hospital in 1975, joining the National Cemetery Administration in 1978. 

Over the next 30 years, he moved up through the ranks in progressively more responsible positions, working in cemeteries nationwide. As Acting Director and then Director of the Office of 

Field Programs from 2002 through 2008, Mr. Muro created a number of proactive programs that have improved the quality of cemetery administration to the high level in place today. 

In 2008, he became the Deputy Under Secretary for Memorial Affairs, and, in 2009, he became the Acting Under Secretary. 

With that, General Hickey, do you have any family or friends you 

would like to introduce before we do opening statements? 

General HICKEY. Thank you, Chairman Murray, for the introduction. I would like to introduce my family who is here today, beginning with my father, Lieutenant General William J. Hilsman, behind me here, who was a career Army officer and also a Vietnam 

veteran himself. 

My mother, Mrs. Jean Hilsman, is a past president of the National Military Family Association and DOD’s first family policy office director. 

My husband, Colonel Rob Hickey, is a 30-year veteran himself 

and continues his service to the government working in the Office 

of the Director of National Intelligence. 

My oldest son, Tyler Hickey, graduates from James Madison University in May. My daughter, Chelsea Hickey, graduates from Virginia Tech in May, and my youngest son, Michael Hickey, is our 

ninth grader and just completing his Eagle Scout grade. 

With me also in the room are my sisters, Mrs. Karen Paul and 

Mrs. Donna Link, and their husbands, Lieutenant Colonel retired 

Skip Paul and Wesley Link, and my brother Bill Hilsman. 

Chairman MURRAY. OK. Mr. Muro. 

Mr. MURO. Thank you, Madam Chairman. 

I would like to introduce my family: Dr. Linda Johnson and 

Amanda Muro. Also I would like to acknowledge my son, Steve; my 

daughter-in-law, Rebecca; and my grandson, Stevie, who are out in 

California. 

7 

I would also like to acknowledge some of the NCA colleagues of 

mine and the Honorable William Tuerk. 

Thank you. 

Chairman MURRAY. That explains the jammed audience today. 

Very good. 

Thank you both very much for appearing before the Committee. 

General Hickey, we are going to start with you and your opening 

statement. 

STATEMENT OF BRIGADIER GENERAL ALLISON A. HICKEY, 

USAF (RET.), NOMINEE TO BE UNDER SECRETARY FOR BENEFITS, VETERANS BENEFITS ADMINISTRATION, U.S. DEPARTMENT OF VETERANS AFFAIRS 

General HICKEY. Thank you, Chairman Murray. 

Chairman Murray, Ranking Member Burr, distinguished Members of the Committee, good morning and thank you for the opportunity to appear before you today. 

I am deeply honored that President Obama and Secretary 

Shinseki have nominated me to join their leadership team as they 

transform the Department of Veterans Affairs to meet the emerging challenges of the 21st century. 

I am eager for the opportunity to add my leadership, passion, 

and commitment to their efforts to continue to repay the debt of 

honor owed to the men and women, and their families, who have 

borne the battle. 

I still remember the day in November 2009, when I heard Secretary Shinseki’s inspiring remarks to thousands of military leaders about his vision for a VA that is people-centric, results-driven 

and forward-looking. 

I heard his call to action to find an integrated approach that includes well-trained people, efficient and effective processes and 

proven new technologies all to deliver benefits and care for a 

changing population of veterans who bring increasingly complex 

needs to VA. 

He spoke with compassion, conviction, and confidence that ignited my desire to again serve my country and shape my journey 

to this nomination hearing today. I humbly present myself to you 

today, bringing a deep commitment to veterans and a strong desire 

to join Secretary Shinseki’s efforts to make bold and comprehensive 

changes that transform VA for the 21st century. 

Before I continue, I want to recognize the over-35 years of service 

to veterans by the Acting Under Secretary for Benefits, Michael 

Walcoff, who is here today. Starting with VA as a claims examiner 

in Philadelphia in 1974, he culminates his distinguished career 

leading the Veterans Benefits Administration. 

I am also deeply appreciative of the presence here today of our 

Veterans Service Organizations. If confirmed, I intend to continue 

VA’s close collaboration with them as partners. 

If confirmed as the Under Secretary for Benefits, I would be responsible for administering vital programs that provide support for 

veterans, their families, and survivors. Each program and benefit 

delivered can mean the difference between a roof over their heads, 

a college education, or a home that is retrofitted to accommodate 

a disability or a world without that support. 

8 

As a veteran myself, I have recent firsthand experience in 

transitioning to veteran status. As a result, I will never lose sight 

of the experiences of all our veterans and their families. This includes our National Guard and Reserve, who have honorably responded to their country’s call in incredibly high numbers over the 

last decade. 

As a woman veteran, I also recognize the growing population of 

women who have served their Nation admirably and are now seeking VA health care and benefits in record numbers. I understand 

we need a VA system that meets their needs, something I know is 

a priority for Secretary Shinseki and this Committee. 

For over 30 years in government, military, and industry, including 17 years of leadership positions in DOD, I have worked in strategic and transformation planning, program implementation and 

organizational management. 

I spent over 5 years in the Air National Guard’s productivity and 

quality office, establishing a culture of process improvement for the 

organization. 

I spent more than 7 years in the Air Force strategic planning office, where I led one of the largest mission and culture change efforts since the inception of that department, which affected more 

than 140 new units, and their new capabilities and moved billions 

of dollars to establish those new capabilities. 

My recent industry experience includes a focus on areas directly 

related to VBA’s core mission, including transactional business operations, customer relationship management, and experience with 

information technology systems that provide transparency, increase 

accountability, and speed the delivery of services to customers. 

I believe that my past experience makes me highly qualified to 

manage the complexities and challenges of the claims transformation efforts currently underway at VBA, as well as other 

areas vital to our veterans’ benefits. 

If confirmed, eliminating the disability claims backlog and accomplishing the Secretary’s goal of having no veteran wait more 

than 125 days for a quality decision with a 98 percent accuracy 

rate would be my central focus. 

I have first-hand experience building and implementing transformational efforts, have focused on integrated solutions of people, 

process, and technology necessary to accomplish large complex 

goals. 

If confirmed as Under Secretary for Benefits, I am committed to 

working with this Committee, the Congress more broadly, the veteran services organizations, the dedicated employees at VBA and 

other stakeholders to ensure that the VBA provides timely and 

quality benefits and services to America’s heroes. 

Thank you for the opportunity to appear before you today. I look 

forward to answering any questions you might have. 

[The prepared statement of General Hickey follows:] 

PREPARED STATEMENT OF BRIG. GEN. ALLISON A. HICKEY (RET.), USAF, NOMINEE

TO BE UNDER SECRETARY FOR BENEFITS, VETERANS BENEFITS ADMINISTRATION, 

U.S. DEPARTMENT OF VETERANS AFFAIRS

Chairman Murray, Ranking Member Burr, distinguished Members of the Committee: Good morning and thank you for the opportunity to appear before you today. 

9 

I am deeply honored that President Obama and Secretary Shinseki have nominated me to join their leadership team as they transform the Department of Veterans Affairs (VA) to meet the emerging challenges of the 21st century. I am eager 

for the opportunity to add my leadership, passion and commitment to their efforts 

to continue to repay the debt of honor owed to the men and women, and their families who have ‘‘borne the battle.’’ I still remember the day in November 2009, when 

I heard Secretary Shinseki’s inspiring remarks to thousands of military leaders from 

all 54 States and Territories and the District of Columbia, about his vision for a 

Department of Veterans Affairs that is people-centric, results-driven and forwardlooking. I heard his call to action to find an integrated approach that includes welltrained people, efficient and effective processes and proven new technologies all to 

deliver benefits and care for a changing population of Veterans who bring increasingly complex needs to VA. He spoke with a compassion, conviction and confidence 

that ignited my desire to again serve my country and shaped my journey to this 

nomination hearing today. I humbly present myself to you today—bringing a deep 

commitment to Veterans and a strong desire to join Secretary Shinseki’s efforts to 

make bold and comprehensive changes that transform VA for the 21st century. 

Before I continue, I want to briefly introduce my wonderful family with me today. 

They are part of what drives my passion to care for Veterans and their families. 

My father, Lieutenant General (Ret.) William J. Hilsman, served as a career Army 

Officer and is a Vietnam Veteran. My mother, Mrs. Jean Hilsman, served as a military mother and spouse, the first Director of the Department of Defense Family Policy Office and a Past President of the National Military Family Association. My husband, Colonel (Ret.) Rob Hickey, is a 30 year Veteran, who served as an A–10 and 

C–130 pilot, Logistics Group Commander, and who continues to serve the Nation 

working in the Office of the Director of National Intelligence. And finally and most 

importantly, I am blessed to be the mother of three remarkable children—Tyler, 

Chelsea and Michael. Tyler and Chelsea both graduate in May from James Madison 

University and Virginia Tech respectively, both with a focus on public service careers. Soon to be awarded his Eagle Scout Rank, Michael is on the same path toward dedicated citizenry and service. 

I also want to recognize the over 35 years of service to Veterans by the Acting 

Under Secretary for Benefits, Michael Walcoff. Starting with VA as a claims examiner in Philadelphia in 1974, he culminates his distinguished career leading over 

20,000 dedicated employees of the Veterans Benefits Administration (VBA). Working closely with all of VA, Veterans Service Organizations, and Congress, he has 

been instrumental in laying critical foundations to ‘‘break the back of the backlog’’ 

and pursue other important initiatives that will improve service to Veterans. 

I am also deeply appreciative of the presence here today of our Veterans Service 

Organizations. If confirmed, I intend to continue VA’s close collaboration with them 

as partners—seeking opportunities to continue to enhance our interactions early in 

the improvement processes we explore for VBA. I will call upon their decades of experience and knowledge to help find and implement solutions for our Veterans, their 

families and survivors. 

If confirmed as the Under Secretary for Benefits, I would be responsible for administering vitally significant programs that provide crucial support for Veterans, 

their families and survivors. Each program and benefit VBA delivers is important 

to those we serve. It can mean the difference between a roof over their heads, a college education, or a home that is retrofitted to accommodate a disability—or a world 

without that support. If confirmed, I will never lose sight of the importance of VBA’s 

work on the individual lives of Veterans and their families. 

As a Veteran myself, and a military family spouse, I have firsthand and recent 

experience in transitioning to Veteran status. Because of this background and my 

military family upbringing, the concerns of Veterans, their families, and survivors 

are never far from my mind and are close to my heart. This includes our National 

Guard and Reserve and their families who have honorably responded to their country’s call in incredibly high numbers over the last decade and more, serving in Iraq, 

Afghanistan, and operations around the globe and here at home. I have the unique 

experience of serving in all three of the military components—Active, National 

Guard, and Reserve—and, if confirmed, I would work to ensure that VBA continues 

to support each of these groups of Veterans. As a woman Veteran, I also recognize 

the growing population of women who have served their Nation admirably and are 

now seeking VA health care and benefits in record numbers. I bring shared and 

unique experiences with this group of dedicated Veterans and an understanding 

that we need a VA system that meets their needs—something I know is a priority 

for Secretary Shinseki and this Committee. 

For over 30 years in government, military, and industry—including 17 years of 

leadership positions in the Department of Defense—I have focused on strategic and 

10 

transformation planning, program implementation and organizational management. 

I have helped develop plans for major reorganization, restructuring, and refocusing 

of large-scale and complex organizations and programs to enable them to better 

meet their mission. 

I believe that my past experience makes me highly qualified to manage the complexities and challenges of the claims transformation efforts currently underway, as 

well as other areas vital to our Veterans’ benefits. Eliminating the disability claims 

backlog and accomplishing the Secretary’s goal of having no Veteran wait more than 

125 days for a quality decision with a 98% accuracy rate would be my central focus. 

I have firsthand experience building and implementing transformational efforts that 

focus on the integrated solution of people, process, and technology necessary to accomplish large complex goals. I spent over five years in the Air National Guard’s 

Productivity and Quality office establishing a culture of process improvement, and 

over seven years in the Air Force Strategic Planning office leading major transformation efforts. In my experience with industry, process improvement and transformation were key to business performance results and client satisfaction levels. 

The ‘‘right’’ mix of focus on an integrated approach to people, process, and technology has been at the center of much of the work in my career. That is why, if 

confirmed, I am confident that I can lead VBA in delivering better service to 

Veterans. 

In the Air Force, I led one of the largest mission and culture change efforts since 

the inception of that Department. This work included leadership and oversight of 

four divisions covering strategic planning, mission development, public and congressional affairs, and program and resource implementation. The effort affected more 

than 140 new Air Force units and their associated missions, and shifted billions of 

dollars toward new capabilities across the Air Force portfolio. The initiative also involved new organizational models for a worldwide 500,000 person organization including Active Duty, Air National Guard and Air Force Reserve units and personnel 

to create a common Air Force policy, mission, and culture. This significant transformation directly impacted more than 50,000 members of the Air Force, provided 

new capabilities for the joint war fighter and redesigned the Air Force future force 

structure plan. 

I also bring experience in the private sector in two areas that directly relate to 

VBA’s core mission. The first area is human resources operations from recruitment 

to retirement—building and retaining a quality workforce. The second area is customer relationship management to include call center practices, customer relationship management system implementation and other 21st century information technology systems that provide transparency, increase accountability and speed the delivery of these services to customers. 

It is my firm belief that it is an organization’s employees who drive the real success that occurs in vital programs. I am committed, if confirmed, to making the VBA 

workforce successful, creating an environment that engages them and develops them 

to their full potential. 

If confirmed as Under Secretary for Benefits, I am committed to working with this 

Committee, the Congress more broadly, the Veterans Service Organizations, other 

stakeholders and all of the wonderful employees at VBA to ensure VBA provides 

timely and quality benefits and services to America’s heroes. Should I be confirmed, 

I will serve with passion and conviction as an advocate on behalf of all of America’s 

Veterans. 

Thank you again for the opportunity to appear before you today. I look forward 

to answering any questions you may have. 

RESPONSE TO PREHEARING QUESTIONS SUBMITTED BY HON. PATTY MURRAY TO BRIG. 

GEN. ALLISON HICKEY TO BE UNDER SECRETARY FOR BENEFITS, U.S. DEPARTMENT

OF VETERANS AFFAIRS

Question 1. Why do you seek this position? 

Response. I still remember the day in November 2009 when I heard Secretary 

Shinseki’s inspiring remarks to thousands of military leaders from across our country about his vision for a Department of Veterans Affairs (VA) that is people-centric, 

results-driven and forward-looking. I heard his call to action to find an integrated 

approach of well-trained people, efficient and effective processes and proven new 

technologies all to deliver benefits and care for a changing population of Veterans 

who bring increasingly complex needs to the VA. He spoke with a compassion, conviction and confidence that ignited my desire to again serve my country and shaped 

my journey to seek this position. I have successfully led major transformation efforts 

in complex environments during my career and I look forward, if confirmed, to the 

11 

opportunity to apply that experience in the Veterans Benefits Administration (VBA). 

I have recent Program Management experience with 21st Century IT systems that 

are used by well-trained employees to exercise streamlined and documented processes to deliver high performing results. I come from a family where service to others is part of our DNA. Most importantly, I feel called to advocate for all Veterans 

and their families who sacrifice so much for a safe and secure world. Each of these 

issues and more compel me to seek this position. 

Question 2. What do you believe are the most important problems and challenges 

currently confronting VBA? Which of these problems and challenges will you focus 

on and how do you intend to address them? 

Response. I strongly support the priorities that Secretary Shinseki has established 

as articulated in the Department of Veterans Affairs Strategic Plan Refresh FY 

2011–2015 and agree with the focus it outlines for VBA and all of VA to ‘‘transform 

the Department to meet the emerging challenges of the 21st century, so we may 

continue to repay the debt of honor owed to the men and women, and their families, 

who have ‘‘borne the battle.’’’’ If confirmed, the four strategic goals and integrated 

objectives will drive my focus to work across VA organizational lines to improve the 

quality and accessibility of benefits for Veterans and their families and survivors, 

as well as increase their satisfaction with education, training, and other benefits 

and services. As a person with extensive background in strategic planning, the Secretary’s approach for tackling these opportunities resonates with me. It is clear to 

me that the number one issue facing VBA is the continuing challenges associated 

with the claims backlog. I understand that the claims have grown in both numbers 

and complexity, which drives workload and workforce training issues. My previous 

experience in government and private sector suggests that a challenge with this 

amount of complexity can only be solved with improvements to the business processes and integration of appropriate technology that allows an organization to fundamentally transform the way the work is done and improve the results. Therefore, 

I believe that if confirmed, I would focus on the people, processes and technology 

that will provide VBA the methods to achieve the Secretary’s goals of eliminating 

the disability claims backlog by 2015 and ensuring no Veteran has to wait more 

than 125 days for a high quality decision with a 98% accuracy rate. I will also focus 

on preparing the workforce for these changes through a focus on training, communication and preparation for the various new transformational business processes 

that will become central to their daily operations. 

Question 3. What is your management style? Are you a ‘‘hands-on’’ manager? Do 

you rely on significant delegation? Do you seek consensus with those on your management team before making a decision or do you generally gather relevant information and input, and then make a decision? 

Response. I am a highly collaborative leader who seeks input from both internal 

and external stakeholders to the maximum extent possible. My experience tells me 

that when you bring all stakeholders into the process early, you avoid missteps and 

build consensus around the approach to an issue. I am careful to keep the bias for 

action on the decision, so lengthy processes do not stall the need for timely decisions 

in order to achieve actions that drive results. I also gather reliable data as one element of my decision process or the group’s decision process and watch for trends 

in the data to inform decisions or adjustments to the direction. 

I approach most aspects of my leadership from a ‘‘balanced’’ approach. I seek solutions that are good for the mission, considerate of the people that need to deliver 

on that mission, and always focused on the customer—in this case, if confirmed, the 

Veterans, their families and survivors. I balance my approach to ‘‘hands on’’ involvement and delegation in the same way. When the situation requires little intervention because the organization is delivering customer excellence, then I tend to stay 

abreast of the issues but delegate more to the high performing leader. When the 

situation requires more of my engagement because the organization is challenged 

to deliver, then I first ask myself if the barriers to performance are created by something I or the leader on the team controls. Does the workforce have the resources, 

tools, guidance, or policy they need to do the job? Regardless of the circumstance, 

I am always willing to ‘‘roll up my sleeves’’ and assist further until the performance 

is achieved. 

As a leader I believe that information is a vital resource to achieve operational 

excellence. I believe this information needs to be in the hands of those who require 

it to effectively lead others or execute on their job/task. I am a leader who believes 

in the model of ‘‘servant leadership’’ where taking care of those who do the work 

on a daily basis translates into better performance and higher levels of client satisfaction. 

12 

Question 4. Describe how you intend to work with the Secretary and two other 

Under Secretaries. Please also describe how you will work with others in the Agency 

who work directly impacts VBA (e.g. policy and planning). 

Response. I hold the utmost respect for Secretary Shinseki, Deputy Secretary 

Gould, Under Secretary Petzel, Acting Under Secretary Muro and Chief of Staff 

Gingrich. If confirmed, I will work closely with each of them to raise issues, challenges, and offer assistance in solving problems to better serve Veterans. I am excited for the opportunity to work with this leadership team, to collaborate and coordinate across the department to solve cross-cutting challenges from a One-VA perspective, with an understanding of the interdependence of the different Administrations, Staff Offices and Organizations within VA. In particular, if confirmed, I would 

closely collaborate with Assistant Secretaries Baker and Henze, whose offices of Information and Technology and Policy and Planning are key to the success of VBA 

in terms of our leveraging new technology and our coordination with the Department of Defense. 

Question 5. In your view, how long should a veteran have to wait to have his or 

her initial claim for compensation adjudicated? 

Response. I am aware that Secretary Shinseki has set goals in this area and look 

forward to working with him, if confirmed, to ensure that by 2015, no Veteran has 

to wait more than 125 days for a decision with a 98% accuracy level. If confirmed, 

I would enter the Under Secretary post with the understanding that we will work 

tirelessly to achieve this goal. Veterans deserve a system responsive to their needs 

and ready to deliver the benefits they have earned through their military service 

in the fastest manner with a strong commitment to accuracy. It serves no one to 

achieve a fast decision if it is not our best work. If confirmed, I am committed to 

furthering the important work underway toward new paperless processing systems 

along with business practices that will provide our hardworking VBA workforce the 

21st Century tools they need to serve America’s Veterans. I am interested to learn 

more about new rules-based tools and calculators VBA is developing to help ensure 

accuracy while improving on speed. 

Question 6. How do you plan to work with the veterans service organizations? Do 

you anticipate meeting with the VSO representatives on a regular basis? 

Response. If confirmed, I plan to work both closely and often with the Veterans 

Service Organizations. If confirmed, I anticipate building on the existing substantial 

efforts VBA has taken to involve these knowledgeable and highly experienced organizations early in developing initiatives to improve the disability claims process and 

other areas so as to get their candid feedback and recommendations. I look forward 

to building relationships with them and together focusing on a shared passion for 

Veterans, their families and survivors. 

Question 7. Committee staff access to career professionals at VBA is critically important as they conduct oversight of the Agency on behalf of members. In the past, 

VBA staffs from all business lines have been made available for briefings, questions, 

and related activities. Committee staff view these open channels of communication 

as vital. Do you intend to allow Committee staff the same level of access to VBA 

career employees? 

Response. I agree that open communication with Committee staff is vital to the 

oversight mission of the Senate Committee on Veterans’ Affairs and I fully support 

the continued access to VBA leadership and staff. 

Question 8. Accurate forecasting of usage of veterans benefits is essential in planning for resources to administer those benefits. What do you see as the Under Secretary’s role in forecasting the need for additional staffing resources so that Congress can appropriate those resources in a timely manner? 

Response. As in any large enterprise, I believe the role of the leader is to ensure 

the organization has the data, information, and the analytical capability to make 

high quality forecasts that have the confidence of those who appropriate the resources. The Under Secretary, working in coordination with the Office of the Secretary, must timely convey accurate forecasts and resource requirements to Congress. If confirmed, I look forward to assessing VBA’s capabilities in this area and 

ensuring we fill whatever gaps may exist. 

Question 9. VBA has come under fire for the lack of timeliness of its claims processing. While VBA has made progress in improving timeliness and accuracy of disability claims processing, further improvement is needed. VBA turned its attention 

to decreasing the amount of time it takes to process a claim, but that improvement 

seems to be at the cost of a decrease in the quality of its decisionmaking. Do you 

have any views on how a more balanced approach can be reached? 

Response. I have an extensive background in quality management principles and 

processes and am a strong proponent of training as one key element to improve reVerDate Nov 24 2008 12:50 May 26, 2011 Jkt 000000 PO 00000 Frm 00016 Fmt 6633 Sfmt 6621 H:\112TH HEARINGS\66288.TXT SVETS PsN: PAULIN
13 

sults. It is my belief that there is no inherent conflict between speed and quality 

if employees are supported in obtaining the necessary skills through effective training programs and decision-support tools. Speed and quality will go hand-in-hand if 

we ensure employees receive the right training and tools, combined with efficient 

business processes and systems that incorporate rules-based technologies. I also believe that the ongoing work on the Disability Benefits Questionnaires (DBQs) will 

improve the ‘‘data in’’ portion of the process. If confirmed, I will work to ensure that 

the training, tools, and systems needed to provide quality and timely decisions are 

available to VBA’s claims adjudicators. 

Question 10. Many in the newest generation of veterans are technologically savvy. 

Veterans can submit claims for compensation over the Internet. What role do you 

envision for VA in improving the use of technology for the processing of initial applications for compensation and to aid in the timeliness and accuracy of claims adjudication? 

Response. Veterans, especially the younger generation, expect to have self-service 

options available to apply for benefits and services and to interact with VA on the 

status of their claims—at a place and time of their choosing. Since I have done considerable work in the area of customer relationship management, I am most eager 

to learn more about the ongoing development efforts of the Veterans Relationship 

Management (VRM) initiative and VA’s plans to integrate VRM with the new 

paperless processing system. In my view, from outside the organization, it seems important for VA to optimize client interactions and leverage data and information 

sharing between VRM and the Veterans Benefits Management System (VBMS), as 

well as with the joint VA/DOD Virtual Lifetime Electronic Record (VLER) initiative. 

I believe integration of today’s technologies and communications channels in the 

claims process will drive major improvements in both timeliness and accuracy when 

combined with streamlined business processes, effective training, and appropriate 

job aids. 

Question 11. For some medical conditions that occur after service, the scientific 

information needed to connect the medical condition and the circumstances of service may be incomplete. When information is incomplete, Congress or the Secretary 

of Veterans Affairs has authority to presume disabilities and diseases as service-connected for purposes of compensation. If confirmed as Under Secretary, what would 

be your approach for recommending whether a presumption is warranted? 

Response. If confirmed as Under Secretary, my approach would be to follow the 

legal requirements established in law to guide any recommendations made to the 

Secretary. If confirmed, providing timely compensation and care for our Veterans 

will always be my top priority and I look forward to learning more about the presumptive disability authorities under the law. 

Question 12. VA’s Vocational Rehabilitation and Employment program is one of 

the smallest, yet most important, programs within the Department. It is the 

linchpin for helping veterans who incur service-connected disabilities achieve a fulfilling and gainful future. I am deeply committed to making sure that this program 

lives up to its full potential, especially when individuals who have sustained serious 

injuries in combat are concerned. What are your thoughts on the role that vocational rehabilitation plays in terms of the total rehabilitation of an individual recovering from severe combat-related injuries? 

Response. I recently had the opportunity to briefly meet with Vocational Rehabilitation and Employment (VR&E) leadership to hear about this vital employment program for Veterans with disabilities and employment handicaps. As you are aware, 

VR&E’s primary mission is to assist Veterans prepare for, obtain, and sustain suitable employment. In my opinion, every rehabilitation plan must maximize the Veteran’s current skills and interests, translating their military experience to the demands of the civilian labor market to achieve suitable employment in a career field. 

If confirmed, I will ensure that VBA maintains its focus on addressing the rehabilitation needs and expectations of Veterans with severe combat-related injuries. 

These Veterans have so much to offer our country; we must do all we can to help 

them succeed. 

Question 13. Through VA’s vocational rehabilitation program, VA assumes certain 

responsibilities for the provision of employment assistance to veterans who complete 

a plan of vocational rehabilitation. This assistance can take a variety of forms. I am 

concerned that VA cooperate and coordinate with the Department of Labor’s Veterans’ Employment and Training Service so that duplication of effort can be minimized. If confirmed as Under Secretary, what will you do to involve both DOL and 

DOD in efforts to ensure that employment-related issues are addressed seamlessly 

and without duplication of effort? 

14 

Response. If confirmed as Under Secretary, I will work to enhance the relationships VBA currently has with DOL and DOD. It is my hope that my previous career 

in DOD will allow me to leverage those contacts and relationships to strengthen coordination. I understand that VR&E and DOL work together in a collaborative and 

cooperative partnership to assist Veterans with disabilities secure suitable employment. I will also ensure that VR&E continues to work closely with DOL on employment-related issues and engage in joint discussions with DOD, DOL, and other key 

external stakeholders to ensure that the transition of Servicemembers into civilian 

employment is seamless and non-duplicative. 

Question 14. Eligibility for VA’s vocational rehabilitation program requires both 

a service-connected disability and a clearly defined employment handicap, as defined 

by an impairment of a veteran’s ability to prepare for, obtain, or retain employment 

consistent with his or her abilities, aptitudes, and interests. Concerns have been expressed that in practice, VR&E encourages veterans to take lower paying employment vice career-oriented professions. What do you believe can be done to address 

these concerns? 

Response. Now, more than ever, the employment needs of Veterans must remain 

among VBA’s top priorities. I understand that many separating Servicemembers 

and Veterans want and need immediate employment to ease their transition into 

civilian life. As such, VBA’s focus must be to provide services that give Veterans 

the option to accept transitional employment while also planning for their careers, 

thus ensuring long-term stability and upward mobility in line with each individual’s 

skills and interests. 

If confirmed, I will make certain that VBA continues to seek new and better ways 

to assist disabled Veterans who are striving to achieve employment stability and upward mobility. 

Question 15. Under current policies, there is a protracted period of evaluation and 

multiple reviews of decisions concerning seriously disabled veterans seeking independent living services. If confirmed, will you look into what steps might be taken 

to shorten the evaluation period and reduce the layers of the review? 

Response. Assisting Veterans with the most severe disabilities is of the utmost 

importance. If confirmed, I will discuss with VR&E leadership additional options to 

shorten the evaluation period, streamline processes, and reduce the layers of the review for Veterans seeking independent living services. 

Question 16. Under Secretary Shinseki’s leadership, VA has gone to great lengths 

to develop and implement a fully electronic claims process for GI Bill, and compensation and pension claims. These new technologies still require more development and wider adoption. How would you use your leadership to ensure the promise 

of each new technology is fully realized? 

Response. My career has provided me with significant background in program 

management and ensuring projects deliver the desired tools on time and with proper 

integration and adoption within an organization. If confirmed, I would seek enhancements that put Veterans in control where possible, with easy access to information about their claims and the capability to communicate with VA offices and 

receive outreach messages through a variety of technologies that match their preferences. VA must ensure that the promises of automation are executed with a common Veteran-centric focus, and that technological innovations are developed to provide maximum return to our Veterans. I understand VBA already has a rigorous 

schedule of regular meetings with Veterans Service Organizations at multiple levels 

to solicit their input on process improvements and transformational initiatives such 

as VBMS. This regular interaction and sharing of ideas would remain a high priority. To realize the promise of paperless processing and other technology enhancements, it is critically important to consult with industry experts and work closely 

with the Department’s Office of Information and Technology. If confirmed, I would 

also rely on dialog with and input from this Committee as VA refines its strategic 

direction along the road to success. 

Question 17. VBA has had some success in the past with improving the efficiency 

of claims processing by consolidating certain services into fewer offices. What are 

your views on the pros and cons of such consolidation? 

Response. Generally I believe that opportunities exist to improve service delivery 

and achieve greater efficiencies through specialization and consolidation of processing activities. Consolidation can also facilitate the delivery of standardized training and quality assurance programs, leading to improved quality and decision consistency. With that said, if confirmed, I would want to look at any consolidation 

plans on a case-by-case basis and understand the proposed benefits and potential 

downsides to any changes. 

15 

Question 18. What changes, if any, do you anticipate making to the way quality 

of claims processing is measured at VBA? 

Response. In general, I am a proponent of building quality into a process upfront 

as opposed to assessing quality at the end of the development process. I am also 

a proponent of measuring quality throughout a process—especially at critical ‘‘handoff’’ stages. While I am not in a position at this time to assess the adequacy of the 

methods currently used by VBA to measure quality, I am aware that in the compensation and pension area, VBA has a number of methods of assessing quality including the Systematic Technical Accuracy Review (STAR) program, consistency assessments, site surveys and special reviews. If confirmed, I will look at each in 

depth to determine what, if any, changes are appropriate. 

Question 19. Given your background, what areas do you see in which VA and 

DOD can do a better job with collaboration and cooperation so that more timely access to benefits can be provided? 

Response. I see great opportunity in the efforts announced by President Obama, 

Secretary Shinseki, and Secretary Gates to create a Virtual Lifetime Electronic 

Record of medical and administrative information accessible by both Departments 

which would significantly assist in the disability evaluation process. I am excited 

by the opportunity to further enhance collaboration through initiatives such as the 

Integrated Disability Evaluation System and the eBenefits portal—both designed to 

improve information sharing to the benefit of Veterans, family members and survivors. If confirmed, I look forward to using my background serving in the DOD, 

including significant time working with the National Guard and Reserve, to further 

enhance our people-centric collaboration and cooperation with DOD. 

Question 20. I am interested in hearing about your views on the IOM’s report for 

the VDBC on Evaluation of the Presumptive Disability Decision-Making Process for 

Veterans. That IOM Committee recommended a new process for VA to follow in establishing presumptions. Can you please comment on your view of this new process? 

Response. I have not read the report, but I understand that this is a very complex 

area. If confirmed, I will need to study this subject area further in order to understand more fully the recommendations of the IOM. If confirmed, I would also look 

forward to hearing the views of the Committee and Veterans Service Organizations 

on this important topic. 

Question 21. With respect to presumptive disability decisionmaking, IOM also recommended a standard of ‘‘causal effect.’’ In some cases, servicemembers may have 

been subjected to multiple potential exposures of uncertain dosage. If causation is 

unclear, should evidence of increased incidence of certain disabilities be a basis for 

service-connection? 

Response. Similar to the subject of Question 20, I have not read the report but 

understand that this is a very complex area and, if confirmed, I will need to study 

it further in order to understand more fully the recommendations of the IOM. If confirmed, I would look forward to hearing the views of the Committee and Veterans 

Service Organizations on this important topic. 

Question 22. VA recently entered into a memorandum of understanding with Indian Health Service in order to enhance the services available to Native American 

and Alaska Native Veterans. Please describe how you believe VBA can fulfill its responsibilities under this arrangement. 

Response. Although I have not had opportunity to review this agreement with Indian Health Services, it is my understanding that through this partnership VBA 

will increase access to services and benefits for Native American and Alaska Native 

Veterans. If confirmed, I would make it a priority to ensure VBA is fulfilling its responsibilities under this agreement and developing and implementing innovative 

and effective outreach strategies to ensure this population of Veterans are aware of, 

and can easily access, their VA benefits. 

Question 23. In recent months, contracting out of medical disability examinations 

has increased through the implementation of the Integrated Disability Evaluation 

System program. Under your leadership, would you continue to rely on contracting 

out for these examinations to supplement those that VHA provides? 

Response. If confirmed, I would look at the entire examination process and the 

various methods and options that are available to ensure medical disability exams 

are performed in a complete and timely manner. I would not want to state an opinion until I have been briefed and fully understand all the implications of using or 

not using contracting to supplement disability examinations. The Veterans Health 

Administration would be a crucial partner for any work in this area. 

16 

Question 24. Do you foresee a time when contracting out of disability medical examinations will be the norm—and that VHA will not be expected to provide disability medical examinations? 

Response It is my understanding that contract physicians currently perform 20 

percent of all C&P examinations. VHA completes the remaining 80 percent. Given 

this information, I would not foresee contracting vehicles being used as the sole 

source for completing disability examinations. 

Question 25. VBA is in the process of developing the Veterans Relationship Management (VRM) initiative. What is your vision for the development of the next wave 

of VRM improvements? 

Response. From my understanding, the VRM’s focus is to transform the Veteran’s 

experience with VA through greater client-centric operations. I have considerable 

experience in assisting clients in implementing customer relationship management 

(CRM) systems and software and, if confirmed, look forward to applying that background to this effort. I was pleased to learn that the next wave of VRM improvements focuses on the iterative deployment of CRM tools. Through state-of-the-art 

CRM, VA will begin maintaining a shared record of contacts between VA organizations and Veteran-clients, which will be critical to achieving a better understanding 

of their needs and improving VA’s ability to provide personalized experiences and 

superior customer service. If confirmed, I look forward to the opportunity to provide 

leadership and direction on this major initiative of extreme importance to Veterans 

and their families. 

Question 26. VA recently created a new Benefits Assistance Service (BAS) to ensure customer satisfaction, among other things. What role do you envision for the 

BAS during your term? 

Response. From my understanding, the BAS’s goal is to serve as the key VBA organizational component that directs, coordinates, and oversees an expanded and enhanced program of outreach and client services that fulfill VA’s advocacy responsibilities to Veterans and their families. If confirmed, I will work to ensure the BAS 

continually assesses and improves awareness, access, and service delivery so that 

VA is building proactive relationships with Veterans, and Veterans are provided accurate, professional, and compassionate services every time they contact VA for assistance. I believe this major customer relationship management initiative to provide multiple access channels and self-service options for Veterans and up-to-date 

tools for employees is vital to achieving the client-centered and personalized services 

Veterans expect and deserve to receive from VA. 

Question 27. Given the fairly recent media controversy over VA’s insurance programs, do you envision any further changes to the programs to ensure transparency 

and confidence in the programs? 

Response. Overall I am aware this program has sustained over time a very high 

level of customer satisfaction. As I understand it, changes have been made to ensure 

that beneficiaries have a clear choice in how they want to receive their insurance 

payments. If confirmed, I will constantly look for new ways to further enhance all 

programs under VBA’s jurisdiction. 

Question 28. Committee oversight too often finds veterans who are unaware of the 

benefits available to them. What type of outreach do you have planned to ensure 

that Servicemembers and veterans are aware that they can utilize their benefits? 

Response. I know the topic of outreach is one that is very important to this Committee and to VA. If confirmed, ensuring Veterans are aware of and know how to 

access their benefits will be a priority for me. From my understanding of current 

efforts there are significant outreach activities underway in VBA and across VA. 

The eBenefits portal is but one part of this effort, which also includes the use of 

social media tools. Part of outreach work entails understanding how Servicemembers, Veterans and their dependents access VA information, and then developing a multi-channel way to connect to them based upon their personal preference. 

In my view, VBA’s outreach efforts must proactively engage Servicemembers and 

their families (Active Duty, National Guard and Reserve) through early communication of benefits beginning at accession and throughout their military careers, with 

effective communications continuing after separation from service. Outreach programs must also be redesigned to more effectively engage Veterans and their families in their communities. If confirmed, I will work to strengthen partnerships with 

Veterans Service Organizations, Federal agencies, and other state and local organizations to ensure VBA’s outreach programs provide the right information and assistance at the right time. It is also crucial to ensure coordination between any VBA 

outreach program and other similar efforts across the Department. 

17 

Question 29. Employee training is one of the most crucial efforts VA can put forth 

to break the back of the claims backlog by 2015. To that end, do you envision any 

changes to the current status or format of employee training? 

Response. As a strong proponent of training, I share the emphasis the Committee 

has placed on employee training as a tool to break the back of the claims backlog 

by 2015. Highly skilled and well-practiced claims processors can deliver benefits to 

Veterans accurately, efficiently, and quickly when also provided with the right tools. 

I believe improvements can be achieved through standardization of job-skill training 

at the national level for both entry-level employees and experienced employees, and 

the development of formal training products that can be delivered to employees at 

their locations, and when they need the training. 

For critical positions that do not currently have nationally standardized curricula, 

if confirmed I would focus on new development to provide consistent training to support consistent performance. For critical positions that already have nationally 

standardized curricula, my focus would be on increased emphasis on evaluation and 

accountability for completion and to support timely delivery of training that is relevant to national quality issues. 

Question 30. Women veterans are the fastest-growing segment of the veterans’ 

population. And because there are no frontlines on the battlefield in the current 

wars, we know that women are engaging in combat with the enemy. Unfortunately, 

because of the DOD policy prohibiting women from serving ‘‘in combat,’’ this reality 

is not well understood here at home, including by some in VA. This knowledge gap 

obviously impacts the ability of women veterans to receive disability benefits from 

the VA. What will you do to ensure that all VBA staff are aware that women are 

serving in combat and that they must have equal access to the benefits that they 

have earned? 

Response. As a Veteran and a woman, ensuring women Veterans are receiving 

quality benefits, care and customer service is a top priority for me. If confirmed, I 

will work to ensure that women Veterans’ unique needs and issues are understood 

by our employees and remain at the forefront. Continuous and effective training is 

key to ensuring that awareness. When compensation benefits involve physical injury 

incurred by women in a combat theater, there should be no inequality in access to 

benefits because of the fact the physical injury will be recorded in military treatment records. However, I do know from my own military experience that when disability benefits involve mental health issues incurred by women based on stressful 

events in a combat theater, documentary evidence of the stressful event would often 

be difficult to obtain. For that reason, I am very supportive of Secretary Shinseki’s 

regulation change related to Post Traumatic Stress Disorder (PTSD) that makes it 

easier for Veterans, including women Veterans, to obtain PTSD benefits when the 

stressor is based on a fear of hostile military or terrorist activity. This updated approach to PTSD compensation acknowledges that women are subjected to the same 

dangers and stresses as their male counterparts. If confirmed, I will ensure that 

comprehensive training programs exist for both new and experienced decisionmakers that appropriately address women’s issues. I will also look to VA’s Center 

for Women Veterans, the Advisory Committee on Women Veterans, and the Veterans Health Administration to continue to assist VBA in meeting the needs of 

women Veterans. 

Question 31. One of the biggest challenges that VA has faced over the course of 

the last two years is the implementation of the Post-9/11 GI Bill, which was signed 

into law on June 30, 2008, and became fully effective on August 1, 2009. Although 

at times, implementation has posed daunting problems with the timely delivery of 

benefits, VA has made progress and is moving forward with a long-term solution 

for processing and paying benefits to veterans and other students. Have you been 

able to make an assessment as to whether VA will be able to meet future timelines 

for improvements in this area and what will you do to make sure that it does? 

Response. I am aware that VA has established a timeframe for implementing 

technology that will expedite the delivery of education benefits. After initial challenges in implementation of the Post-9/11 GI Bill, I understand that VA has made 

significant progress in administering this program and using automation tools to enhance delivery of benefits. I am also aware of recent legislative changes that impact 

the way VA currently administers the Post-9/11 GI Bill and other benefits. If confirmed, I look forward to learning more about VBA’s implementation timeline for the 

changes required by the new legislation as well as the overall efforts to develop and 

roll out additional technology tools for processing of educational claims and providing educational benefits. 

Question 32. Some of the underlying causes of homelessness among veterans are 

inadequate income, lack of affordable housing, and lack of accessible and affordable 

18 

health care. What role, if any, do you believe VBA should play in preventing and 

ultimately ending homelessness among veterans? 

Response. If confirmed, I am committed to supporting achievement of the Secretary’s goal to eliminate Veteran homelessness within four years. Having served 

in a faith-based community effort to assist the homeless of Washington, DC, this 

effort is one of the initiatives that drew me to pursue the position of Under Secretary. I have had personal conversations with homeless veterans and am proud to 

see VA tackle this issue. I know that VBA is a key partner in achieving the Secretary’s goal. I understand there are Homeless Veterans Outreach Coordinators at 

each VA Regional Office to help ensure homeless Veterans and their claims are 

properly identified and expeditiously processed. I have been informed that these 

Outreach Coordinators also make referrals that incorporate VHA and other Federal 

and community partners into the Veteran’s life. 

I also understand that VBA’s home loan guaranty program plays a central role 

in preventing homelessness by helping Veterans retain their homes in periods of financial difficulty. If confirmed, I will work in a collaborative manner with VHA and 

other partners inside and outside VA to promote efforts that target this vulnerable 

population of Veterans and provide assistance with reintegrating them into the 

community. 

Question 33. With the increase in the number of women veterans, how do you, 

if confirmed as Under Secretary, intend to better utilize the Women Veteran Coordinators at the VA Regional Offices? 

Response. As a Veteran and a woman, ensuring women Veterans are receiving 

quality benefits, care and customer service is a top priority for me. If confirmed, I 

would work to ensure that all VBA Women Veteran Coordinators proactively reach 

out to women Veterans within their community. VBA coordinators must receive appropriate training and be equipped with toolkits to advise and counsel women Veterans regarding VA benefits and services. As mentioned earlier, if confirmed, I 

would also work closely with the VHA’s Women’s Health Program, VA’s Center for 

Women Veterans, and the Advisory Committee on Women Veterans. 

Question 34. At the present time, military recruiters are actively recruiting Servicemembers from countries in the Pacific Islands, such as the Federated States of 

Micronesia. Some veterans’ benefits, such as vocational rehabilitation services, VA 

home loans, and health care are not normally provided outside of the United States. 

In your view, what obligation does the government have to provide non-citizen disabled veterans benefits and services needed to compensate for and overcome the disabilities which they incurred after being recruited into United States military 

service? 

Response. I have been informed that the primary factor for determining eligibility 

to VA benefits is ‘‘Veteran status,’’ which is based on active military, naval or air 

service. I understand that non-citizen disabled Veterans are eligible for many of the 

same benefits as Veterans who are U.S. citizens and reside outside of the United 

States. If confirmed as Under Secretary for Benefits, I will ask for a briefing on this 

topic to understand what limits may exist for the provision of benefits outside of 

the United States. 

Question 35. The Committee has conducted extensive oversight of the Integrated 

Disability Evaluation System. It is clear to me that challenges remain in implementing the program worldwide—which is the stated objective of both VA and DOD. 

Please describe how you will participate in decisions made with regard to the program given that responsibility for the program lies with Policy & Planning? 

Response. The Integrated Disability Evaluation System (IDES) effort is a joint VA 

and DOD initiative. If confirmed, I look forward to working with external and internal partners to continue its progress. It is my understanding that the Department’s 

VA/DOD Collaboration Service, located within the Office of Policy and Planning, 

serves as the coordinating office to ensure that the various VBA and VHA elements 

of the organization are aligned in the IDES effort while the actual execution of the 

IDES rollout remains with the Administrations. If confirmed, I see my responsibilities in the areas of the Military Services Coordinators and the rating activities in 

the IDES. I understand that IDES is on track to be rolled out to all Continental 

United States, Hawaii, and Alaska locations prior to October 2011. If confirmed, I 

will participate in decisions by having my staff provide me with complete analyses 

to include manpower and resource requirements and impact on existing programs 

before I make recommendations on the IDES program. It is my understanding that, 

if confirmed, I will sit on the Senior Oversight Committee and, in that position, will 

have the opportunity to become actively engaged in any decisions that may impact 

VBA. 

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Question 36. What role, if any, do you believe VA has in ensuring that veterans 

and others using educational assistance benefits receive quality education and training experiences? 

Response. I share the Secretary’s view that VA plays an important role in ensuring all schools are held to the same quality standards, and that Veterans have adequate information to make informed decisions about how to use their VA education 

benefits to obtain a quality education. I am also aware that VA has procedures in 

place for oversight of participating schools and educational programs. If confirmed, 

I look forward to learning more details about maximizing VA’s strategies for ensuring that Veterans receive a quality education in exchange for their earned VA 

benefits. 

Question 37. I have heard from constituents that very little information is available to veterans on the Native American Veteran Direct Loan program. What actions do you intend to take in the way of program outreach, local partnerships, and/ 

or other mechanisms to ensure that eligible veterans are aware that they may participate in this program? 

Response. I understand that information regarding the Native American Veteran 

Direct Loan (NADL) program is currently available online, provided to separating 

Servicemembers during Transition Assistance Program briefings, and through outreach to local tribes at conferences sponsored by the Native American Indian Housing Council and the National Congress of American Indians. If confirmed, I will continue to work with State Veterans’ Affairs Departments and inter-tribal groups such 

as the United Southern and Eastern Tribes to ensure information is distributed to 

all appropriate audiences. 

Question 38. Are you concerned with any portion of the Administration’s budget 

request for FY 2012 as it pertains to VBA? 

Response. I fully support the President’s Budget. I believe it fully supports the 

VBA’s highest priority; eliminating the disability claims backlog and ensuring no 

Veteran has to wait more than 125 days for a high-quality decision. 

Question 39. The Advisory Committee on Minority Veterans recommended that 

VA increase and fund more full-time Minority Veterans Program Coordinator 

(MVPC) positions, as the average VBA MVPC spends only twenty-four hours per 

quarter targeting outreach activities due to the conflict between the ancillary nature 

of this duty and production quotas. Do you think that the MVPC should be a fulltime responsibility? How will you measure and benchmark the impact of VBA’s outreach efforts to the minority veterans’ community to ensure that these efforts are 

effective? 

Response. I believe that VBA’s Minority Veterans Program must be appropriately 

staffed to provide effective outreach and assistance to minority Veterans. If confirmed, I will work collaboratively with the Center for Minority Veterans to identify 

ways to measure and ensure the success of our outreach efforts. 

[The Committee questionnaire for Presidential nominees follows:] 

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[A letter from the Office of Government Ethics follows:] 


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[Letter from the nominee to the Office of Legal Counsel, U.S. Department of Veterans Affairs:] 


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Chairman MURRAY. Thank you very much, General Hickey. 

Mr. Muro. 

STATEMENT OF STEVE L. MURO, NOMINEE TO BE UNDER SECRETARY FOR MEMORIAL AFFAIRS, NATIONAL CEMETERY 

ADMINISTRATION, U.S. DEPARTMENT OF VETERANS 

AFFAIRS 

Mr. MURO. Chairman Murray, Ranking Member Burr, distinguished Members of the Committee, good morning and thank you 

for the opportunity to appear before you today. 

It is a great honor to be the President’s nominee to serve as 

Under Secretary for Memorial Affairs for the Department of Veterans Affairs, National Cemetery Administration. I am honored by 

the trust Secretary Shinseki has placed in me. 

The National Cemetery Administration is meeting the needs of 

veterans through innovation and increased access to benefits. We 

are providing a lasting tribute to veterans across the centuries, 

from the Civil War to the conflicts of today. 

Before I continue, let me also recognize the veterans service organizations in the room today. I want to thank them. Throughout my 

career, they have been a support, and I appreciate all the support 

they have given me. 

If confirmed, I intend to continue that close collaboration, 

leveraging their ideas to find and implement solutions for our veterans. 

NCA is truly a remarkable organization where a wage-grade auto 

mechanic, such as myself, may rise through the ranks to the position of Acting Under Secretary for Memorial Affairs. I have devoted 

my entire career to serving the organization in various positions including: Cemetery Director, Director of Memorial Service Network 

V, Director of the Office of Field Programs, Deputy Under Secretary, my current position as Acting Under Secretary for Memorial Affairs. 

In these senior leadership positions, I directed the largest expansion of the National Cemetery System since the Civil War, by planning, constructing, and opening 11 new national cemeteries. 


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The entire organization is committed to serving veterans and 

their families with the highest level of customer service. For four 

consecutive times over the last decade, the National Cemetery Administration has achieved the top rating in the Nation on the 

American Customer Satisfaction Index, established by the University of Michigan. 

NCA’s scores exceeded those of over 100 Federal agencies and 

the Nation’s top corporations such as Ford, FedEx and Coca Cola. 

We are not surprised by these scores and results since more than 

70 percent of our workforce are veterans. 

NCA leads Federal agencies in the percentage of employees that 

are veterans, including 190 veterans who have served in Operations Enduring Freedom and Iraqi Freedom. NCA accomplishments are due to relentless focus on three goals: fostering a culture 

of accountability, maintaining our national cemeteries as national 

shrines; and, most importantly, meeting and exceeding the expectations of veterans and their families in the one chance NCA has to 

serve them as we commit their loved ones to their final resting 

place. 

During my 33-year career, I have expanded burial access so that 

nearly 90 percent of veterans benefit from a burial option in a national cemetery or State veterans cemetery within 75 miles of their 

residence. 

We have incorporated state-of-the-art technology for record keeping and claims processing and we have instituted organizational 

standards and performance measures across all business lines. 

Our management approach has made our operations more efficient. Our National Cemetery Training Center reinforces customer, 

service and performance standards by addressing professional development throughout NCA. Our National Scheduling Office centralizes eligibility determinations and scheduling across the 

system. 

If confirmed, under my leadership, NCA will continue to focus on 

innovations, partnerships, and efficiencies. For example, by using 

pre-placed crypts nationwide, we have saved land and reduced 

maintenance and operational costs. 

We are generating renewable energy by harnessing wind and 

solar power, employing new technologies to improve accountability 

and reaching out to the newest generation of servicemembers and 

their families with social media. 

In addition, we are embarking on a study of emerging burial 

practices and surveying our veterans and their families for their 

preferences for memorial benefits. 

Our partnerships with the States through the Veterans Cemetery 

Grant Program are vital to meeting veterans’ burial needs in rural 

and tribal areas. Recently, Congress expanded the grant program 

so that we may assist States in meeting national shrine standards 

of appearance with operations and maintenance grants. 

If confirmed, I will continue to be a tireless steward of the national cemeteries entrusted to our care that serve as national 

shrines that honor the sacrifices of the Nation’s veterans. 

I am grateful for the opportunity to come before you this morning 

to offer my vision for this agency to which I have dedicated my 

life’s work. 

36 

Thank you again. I look forward to answering your questions. 

[The prepared statement of Mr. Muro follows:] 

PREPARED STATEMENT OF STEVE L. MURO, NOMINEE TO BE UNDER SECRETARY FOR

MEMORIAL AFFAIRS, NATIONAL CEMETERY ADMINISTRATION, U.S. DEPARTMENT OF

VETERANS AFFAIRS

Chairman Murray, Ranking Member Burr, distinguished Members of the Committee: good morning and thank you for the opportunity to appear before you today. 

It is a great honor to be here today as the President’s nominee to serve as Under 

Secretary for Memorial Affairs for the Department of Veterans Affairs (VA)’s National Cemetery Administration (NCA). 

I would like to introduce my family here with me—Dr. Linda Johnson, and my 

daughter, Amanda—and although not able to attend, I would like to acknowledge 

my son, Steve, my daughter-in-law, Rebecca, and my grandson, Stevie—without 

their help and support, I would not be here before you today. 

In my current position as Acting Under Secretary for Memorial Affairs, I am honored by the trust Secretary Shinseki has placed in me, and in the dedicated men 

and women I am privileged to lead, in serving Veterans and their families. In concert with the Veterans Benefits and Veterans Health Administrations, the National 

Cemetery Administration is meeting the needs of Veterans through innovation and 

increased access to benefits. We are doing this today based on a long-standing tradition of providing a lasting tribute to Veterans across the centuries, from the Civil 

War to the conflicts today in Iraq and Afghanistan. If confirmed, I am committed 

to continuing that important work. 

Before I continue, let me also recognize the presence here today of our Veterans 

Service Organizations. I have worked with many of them throughout my career and 

I have greatly appreciated their support and counsel. If confirmed, I intend to continue that close collaboration, leveraging their ideas to find and implement solutions 

for our Veterans and their families. 

NCA is truly a remarkable organization where a Wage Grade auto mechanic, such 

as myself, may rise through the ranks based on a commitment to serve Veterans 

‘‘who shall have borne the battle, and for his widow, and his orphan’’ and serve in 

the position of Acting Under Secretary for Memorial Affairs. I have devoted my entire career to fulfilling NCA’s mission while serving in various positions throughout 

the organization. Following my service in the U.S. Navy, I served in many NCA 

leadership positions including leading and directing the staffs of six different national cemeteries, overseeing 18 cemeteries in seven western States as the Director 

of Memorial Service Network V, serving as the Director of the Office of Field Programs in Central Office and later as Deputy Under Secretary for Memorial Affairs, 

leading me to my current position. In these senior leadership positions, I have had 

the opportunity, working with the talented employees of NCA, to direct the largest 

expansion of the National Cemetery System since the Civil War—planning, constructing and opening 11 new national cemeteries. 

Based on my broad experience, I can tell you that every level of the organization 

is committed to serving Veterans and their families with the highest level of customer service. NCA achieved the top rating in the Nation four consecutive times on 

the prestigious American Customer Satisfaction Index (ACSI) established by the 

University of Michigan. On the most recent 2010 survey and over the past decade, 

NCA’s scores exceeded those of over 100 Federal agencies and the Nation’s top corporations including Ford, FedEx and Coca Cola. Our own surveys of our customers 

confirm this exceptional level of performance. In 2010, 98% of our survey respondents rated the appearance of national cemeteries as excellent; and 95% rated the 

quality of service as excellent. 

We are not surprised by these results since more than 70 percent of our workforce 

has served in our Armed Forces. NCA leads Federal agencies in the percentage of 

employees who are Veterans, including over 190 Veterans who have served in Operations Enduring Freedom and Iraqi Freedom. 

NCA accomplishments are due to relentless focus on three goals: 1) fostering a 

culture of accountability; 2) maintaining our national cemeteries as national shrines 

by continually improving our operations and performance standards; and 3) most 

importantly, meeting and exceeding the expectations of Veterans and family members in the one chance NCA has to serve them in their hour of need, as we commit 

their loved ones to their final resting places. 

I am proud to be part of an organization that continually seeks to raise the bar 

and look for new ways to serve Veterans and their families. During my 33-year career, we have expanded burial access so that nearly 90% of Veterans—about 20 million—benefit from a burial option in a National or State Veterans cemetery within 

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75 miles of their residence; we have incorporated state-of-the-art-technology for recordkeeping and claims processing; and we have instituted comprehensive organizational standards and performance measures across all business lines. 

Our eligibility experts staff a centralized Scheduling Office operating 7:00 a.m. to 

6:30 p.m. CST, 7 days a week (362 days/year). Our National Training Center reinforces customer service and performance standards by addressing professional development at every level of our workforce, from grounds maintenance to grief counseling and supervisor training. If confirmed, my focus will continue to be to provide 

the best service through efficiencies, innovations, and partnerships. 

Today, by using pre-placed crypts nationwide, we save land and reduce our maintenance and operational costs; these efficiencies ensure we can provide burial access 

for more years and are an example of NCA leading the industry with best practices. 

We are generating renewable energy by harnessing wind and solar power, employing technologies like Geographic Information Systems to improve accountability, and 

reaching out to the newest generation of Servicemembers and their families with 

social media and other emerging outlets. In addition, we are embarking on a study 

of emerging burial practices and surveying our Veterans and their families for their 

preferences for memorial benefits that honor their military service. 

Our partnerships with the States through the Veterans Cemetery Grants Program 

are vital to meeting Veterans’ burial needs in rural and tribal areas. Recently, Congress expanded the grant program, so now we may assist States in meeting national 

shrine standards of appearance with operations and maintenance grants. 

If confirmed, I will apply my intimate knowledge of NCA in collaboration with 

Veterans and their families, Veterans Service Organizations and Congress to meet 

the evolving needs of a new generation of Veterans. I will continue to be a tireless 

steward of the national cemeteries entrusted to our care that serve as national 

shrines that honor the sacrifices of our Nation’s Veterans. I am grateful for the opportunity to come before you this morning to offer my vision for this agency to which 

I have dedicated my life’s work. Thank you again. 

I look forward to answering any questions you may have. 

RESPONSE TO PREHEARING QUESTIONS SUBMITTED BY HON. PATTY MURRAY TO STEVE

MURO TO BE UNDER SECRETARY FOR MEMORIAL AFFAIRS, U.S. DEPARTMENT OF

VETERANS AFFAIRS

Question 1. Have you formulated any thoughts on what your job responsibilities 

will be and how you will approach those responsibilities if confirmed? 

Response. Having served as Acting Under Secretary for Memorial Affairs for the 

last two years, I am very familiar with the roles and responsibilities of this position 

and if confirmed I look forward to continuing my work fulfilling them. Dignity and 

respect for Veterans and their families is, and if confirmed will be, at the center 

of my work. During the time I have served as Acting Under Secretary, NCA has 

strengthened its processes and has served Veterans and their families with high levels of dignity, compassion, and customer service. My approach has been and if confirmed will remain one that is people-centric, results-driven and forward-looking. 

The American Customer Satisfaction Index (ACSI), administered by the University of Michigan, has recently completed its assessment of more than 225 private 

sector companies and 100 public organizations who participated in the national customer satisfaction index. On January 25, 2011, the Federal Consulting Group, a 

Federal agency fee-for-service franchise operation within the Department of Interior 

and created by an act of Congress, presented the Fifth Annual Customer Satisfaction Achievement Award to the National Cemetery Administration (NCA) in recognition of our commitment to outstanding customer service to U.S. Armed Forces 

Veterans and their next of kin. This commitment has been demonstrated by achieving extraordinarily high customer satisfaction scores throughout the last decade— 

the highest in government and the ACSI overall. If confirmed, I intend to continue 

leading NCA in achieving unsurpassed levels of customer satisfaction in 2012 and 

beyond through sound leadership and investment in our valued resources, including 

people, training, and processes. 

If confirmed, I will continue to keep our Veterans and their loved ones at the forefront by pursuing even greater levels of service and satisfaction in meeting our solemn obligation to maintain VA’s National Cemeteries as National Shrines. I will 

also continue to sustain the important work with State partners, through the State 

Cemetery Grants Program, to assist them in establishing, expanding and improving 

State Veterans cemeteries. 

Question 2. How would you describe your management style and how is it suited 

to this particular position? 

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Response. Having started my career at a very different stage in the cemetery 

process, as a WG–9 mechanic, I have a management style that considers the health, 

effectiveness, and efficiency of the entire organization. While fulfilling the NCA’s vision and mission, my management style tends to consider the entire workforce and 

the entire suite of roles and responsibilities. I am known to have a participatory and 

collaborative approach and, in my view, the NCA employees and leaders are more 

engaged in the decisionmaking process as a result of their involvement in discussions and planning. The staff members feel a real sense of contribution in the 

decisionmaking process and therefore feel ownership of our successes. I have witnessed how this management style energizes the employees and strengthens their 

sense of responsibility and ownership, especially in serving our Veterans and family 

members. There is amazing dedication and expertise throughout the 131 National 

Cemeteries, the five Memorial Service Networks, and Central Office. The staff has 

an enormous amount of experience that is beneficial to NCA and how we conduct 

our business. I believe the recent ACSI award is a reflection, in part, of my management style and the empowerment felt by the employees, especially as it translates 

into caring for Veterans and their families. 

Question 3. Have you and Secretary Shinseki discussed the duties and the role 

you would assume as Director of the National Cemetery Administration if you are 

confirmed? If so, what specific areas of the job were discussed? 

Response. As Acting Under Secretary for NCA for the last two years, I have had 

frequent opportunities to discuss the leadership and functions of the NCA with Secretary Shinseki. I meet with Secretary Shinseki on a weekly basis and have discussed his expectations of me as the leader of NCA including his goals and objectives for NCA. My approach has been, and if confirmed will continue to be, in direct 

alignment with his goals of being people-centric, results-driven and forward-looking. 

NCA’s role is to honor our Veterans and loved ones with their final resting places. 

We have one chance to get it right and we try our very best to make that happen. 

Question 4. Are there any specific problems or challenges that you have already 

identified that you would like to tackle in this new position? 

NCA is continually identifying opportunities to ensure our cemeteries have the resources required to meet the needs of our Veterans and family members. I am constantly seeking cost-saving and innovative ways to ensure NCA’s ability to meet the 

Veterans’ needs of today and in the future. Some of the efficiencies and innovations 

that have been put into place over the past two years that I have served as Acting 

Under Secretary are an indication of the types of initiatives I would continue to 

work on, if confirmed. 

For example, NCA is applying new concepts and innovations to our cemetery processes. These include: the application of the system-wide use of crypts to preserve 

land and reduce maintenance/operating costs; application of ‘‘water-wise’’ landscaping that conserves water and other resources; installation of alternative energy 

products such as wind turbines and solar technologies that supply power to facilities; utilization of bio-based fuels that are homegrown and less damaging to the environment; and installation of innovative headstone/marker foundations to ensure 

long-term height and alignment. Another effort has been to ensure effective obligation of the $50 million provided by the American Recovery and Reinvestment Act 

for national shrine projects, equipment and infrastructure repairs. To ensure responsive service through burial options for Veterans, we are evaluating other burial 

practices such as ‘‘green’’ burials and rural burial options. Through the First Notice 

of Death Office (FNOD) established in October 2009, we successfully discontinued 

$56 million in benefit payments for deceased beneficiaries and avoided possible collection actions on benefit recipients. 

If confirmed, I would continue to focus efforts on technology and other improvements that would allow NCA to improve upon the already successful tracking and 

monitoring of decedents and gravesites. 

Question 5. Oftentimes, the only contact that a Veteran and his/her family will 

have with VA is through the National Cemetery Administration. What will you do 

to make certain that this contact remains positive? 

Response. NCA continues to lead the Government in customer satisfaction, and 

if confirmed I will lead this organization to sustain and where possible improve this 

high level of satisfaction. I will maintain an emphasis on training for excellence 

throughout the National Cemetery Administration. From the groundskeeper to the 

Cemetery Director, our employees are actively involved in the process of fostering 

a culture of consistency and excellence across all areas of cemetery operations. From 

the minute contact is made with our National Scheduling Office until our Veterans 

or family members are honored at their final resting place, our customers should 

be treated with the utmost dignity and respect. In my view, training is the cornerVerDate Nov 24 2008 12:50 May 26, 2011 Jkt 000000 PO 00000 Frm 00042 Fmt 6633 Sfmt 6621 H:\112TH HEARINGS\66288.TXT SVETS PsN: PAULIN
39 

stone of this process, and if confirmed, NCA will make every means available to our 

employees and leadership to continue to strive for National Shrine status at our 131 

Cemeteries. 

Question 6. What are your thoughts on the increasing demand for ecologicallyfriendly interments and burial facilities and how do you envision that could impact 

the NCA? 

Response. Currently, a study is underway regarding ecologically-friendly interments and burial facilities that will examine alternative methods that could benefit 

NCA and the environment. Another area of our focus is energy efficiency. Presently, 

NCA has a wind turbine in place at Bourne National Cemetery, MA, which provides 

90% of the cemetery’s energy needs. To conserve natural resources in the West, four 

of our cemeteries have implemented water-wise capabilities. For example, the Bakersfield National Cemetery in California has utilized natural desert soil, ground 

cover of natural materials, and drought resistant and indigenous plants. At San Joaquin Valley National Cemetery in California, burial areas are seeded with a grass 

mix that resists drought. Fort Bliss National Cemetery in Texas has converted to 

water-wise landscaping. The National Memorial Cemetery of Arizona in Arizona 

uses a ground cover comprised of decomposed granite that is landscaped with plants 

adapted to grow in sand and seven miles of drip irrigation tubing supply water to 

the 1,800 plants. If confirmed, I will ensure NCA constantly seeks ways to conserve 

natural resources and strives to become even more ecologically-friendly. 

Question 7. What do you believe will be your most daunting challenge and how 

will you confront it? 

Response. If confirmed, my most significant challenge will be ensuring and maintaining an excellent and effective workforce. Retirements, interest in upward mobility, career changes and ambitions are a few of the reasons why the workforce will 

undoubtedly change. If confirmed, I must ensure that NCA has effective succession 

planning that sustains a high caliber, professional workforce. To do this, I must 

maintain a highly successful and dynamic administration and management team 

that recruits, develops, and retains the right staff. In addition we will need to 

achieve optimum training at all levels, and provide inclusion and on-boarding activities to keep staff abreast of the organization’s activities, priorities, needs, and opportunities for change and growth. 

Question 8. If confirmed, what would you most like to leave as your legacy? 

Response. If confirmed, I would want to leave behind a legacy of sustained commitment to quality where people will ask ‘‘how does the National Cemetery Administration do it?’’ I would like NCA to be the model for customer satisfaction in government and the private sector. If confirmed, I will keep NCA focused on our core 

methods for achieving this excellence in service, making sure we have the best 

trained employees who respect our mission and want to honor our Veterans and 

their loved ones, as they would want to have their loved ones treated. It is also 

about leadership that empowers employees to be visionaries and to always look for 

new ways to improve. In addition, if confirmed, creating new urban national cemeteries is an initiative that I would like to see fulfilled, and I look forward to working 

with Congress on this opportunity. 

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[A letter from the Office of Government Ethics follows:] 


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[Letter from the nominee to the Office of Legal Counsel, U.S. Department of Veterans Affairs:] 

Chairman MURRAY. Thank you very much to both of you. 

We have had a number of Committee Members come in. You 

have all noticed that we have new technology changes for this 

Committee. I am proud that this is the first Committee that is 

moving to a paperless Committee. 

You have all the background information, and you have all of our 

witness information that you would normally have in a large binder in front of you. 

We are happy to help any of you as you work your way through 

learning this; but we hope to have some great advances, that we 

will be able to talk to some of our witnesses using these; and when 

charts and graphs come up, we will have them in front of us. I encourage all of you to take advantage of this. 


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With that, I am going to begin my questions to both of our witnesses. As everyone knows, the Congress and the President are trying to find a path forward on the budget today; I want to ask both 

of you to help me address the concern that benefits and services 

may be affected by a government shutdown. 

I understand there is some reticence to discuss this issue, but as 

Chairman of this Committee, I need assurances that our veterans 

will continue to receive vital services and payments that they have 

earned. 

Mr. Muro, I wanted to ask you: would services be affected at the 

National Cemetery Administration? Most importantly, would burials still take place during a shutdown? 

Mr. MURO. Thank you for that question, Chairman Murray. 

Burials will continue at national cemeteries. 

Chairman MURRAY. They will? 

Mr. MURO. Yes. 

Chairman MURRAY. General Hickey, have you received any information on what would be happening at VBA? I really want to avoid 

what happened during the last shutdown when veterans received 

checks late and some services were curtailed. Have you received 

any information yet? 

General HICKEY. Chairman Murray, thank you for the question. 

I am not privy to any of the information and discussions at VBA 

on these issues. 

Chairman MURRAY. OK. All right. Well, I appreciate it. These 

are concerns that all of us as Members have and I think we are 

all working very hard to try to come a resolution so that we do not 

need to worry about that. But I think it is important that we do 

understand that. So I will be pursuing those questions with others 

before this week is over. 

Mr. Muro, let me start with you. We talked briefly about Arlington National Cemetery when you and I had a chance to meet last 

week, but I want to get this issue on the record so that we can offer 

our veterans some peace of mind. 

We know now that the problems with misidentification of remains at Arlington may be worse than was originally thought. Arlington is obviously not run by the VA and, therefore, will not be 

yours to oversee. 

However, VA cemeteries are national shrines and are so important to our veterans and their survivors. I wanted to ask you today 

what safeguards are in place to keep what happened at Arlington 

from happening at our VA national cemeteries. 

Mr. MURO. Thank you, Chairman Murray. 

Within the National Cemetery Administration, we have our burial operation system that tracks all burials from the time we take 

the application to the time we set the headstone. We keep burial 

records electronically. 

We also have procedures for tracking when the individual is 

brought to the cemetery. We have the service. We document every 

step of the burial process to ensure they are placed in their proper 

gravesite and that the headstone is also placed on the proper 

gravesite. 

Chairman MURRAY. Are you helping Arlington with this matter 

at this point? 

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Mr. MURO. Yes, we are. The new superintendent of Arlington National Cemetery, Pat Hallinan, was a 30-year career NCA individual that came up through the ranks, became a cemetery director, moved on as Director of Field Operations, and now is over at 

Arlington. 

We have also sent over other employees on details to assist him, 

and we provide copies of our operational policies and guidance to 

help them move forward, and we are also working to assist them 

with their electronic systems. 

Chairman MURRAY. Do you think that Arlington should be realigned to fall under the NCA? 

Mr. MURO. I think that we ought give the new team at Arlington 

the opportunity to address the issues that are there so that the Nation’s veterans and those in uniform will feel good about Arlington 

again. 

Chairman MURRAY. General Hickey, as Under Secretary, you are 

going to need to keep a handle on who is receiving bonuses at VBA 

and why. Last year, of those VBA executives who received bonuses, 

the average was more than $17,000. 

How would you justify to veterans that at a time when they are 

going to be waiting on average nearly 200 days to get a decision 

that a bonus should be given to some VBA executives? 

General HICKEY. Chairman Murray, thank you for your question. 

I will just tell you I have not been briefed on the bonus situation 

at VA other than to understand that bonuses are focused on performance if they are awarded, and I am just not aware of the level 

of bonuses that have been distributed inside of VBA. But if confirmed, I look forward to learning not only about the entire performance structure and how we reward people for good performance in service delivery of benefits, but also the entire human resources structure as well. 

Chairman MURRAY. OK. We will look forward to that and watch 

very closely with you. 

General, I know I do not need to tell you how vitally important 

education benefits are to our veterans, especially those that are 

trying to transition from the military into the civilian world. 

I am hearing a lot from veterans today about the cap on private 

universities as well as the stop in the payments for breaks between 

semesters. Veterans are telling me they are very concerned that 

when this stop happens, they will not be able to pay their rent and 

will end up dropping out. 

I am going to be introducing legislation very soon to fix this problem. I hope to be working with Senator Burr on this. It is, I think, 

very important that we take a look at this and address it. 

Will you commit to working with us on those fixes? 

General HICKEY. Thank you, Chairman Murray, for your 

question. 

First, let me start by thanking the entire Committee, specifically 

Senator Akaka, Senator Webb, and the rest of the Committee for 

your hard work on what is known and seen by veterans across the 

Nation as an extraordinarily positive benefit, not only for themselves but the ability for them to use it with their families, if necessary, as well as the benefit that it will afford the Nation by offering this benefit to our veterans. 

61 

So thank you very much for that. 

I will say that I know and have been briefed that VBA right now 

is conducting a very major outreach effort to all of the students 

who are impacted by the changes in the second legislation, and 

they are making a strong effort to give them as much advanced 

warning as possible. 

If confirmed, I absolutely look forward to seeing your legislation 

and commenting on that legislation in that respect but also look 

forward to learning other ways that we might be able to assist in 

this matter. 

Chairman MURRAY. OK. I appreciate that. One more question for 

you then I will turn it over to Senator Isakson. 

General Hickey, if you are confirmed, you are going to have one 

of the toughest jobs at the VA. You are going to be facing nearly 

a million pending claims and a massive amount of paper. 

I cannot underscore enough the level of frustration that veterans 

have with the claims backlog today. I talked about it in my opening 

statement. 

It takes 190 days to process a claim right now, and we know the 

situation is getting worse. VA is now predicting it will take 230 

days to process a claim in 2012, in part due to the recent decision 

on Agent Orange claims. 

When we met last week, I asked that you provide the Committee 

with a plan within the first 45 days on the job on how you intend 

to cut the amount of time it takes to give a veteran a correct answer on a claim, and I want to put that in the record today. 

Are you willing to work and provide this Committee with a plan 

within the first 45 days? 

General HICKEY. Chairman Murray, thank you very much for 

your question. And you are right. It is a very big and complex problem. We have, from my perspective, the very best situation, which 

is a senior-leader environment under Secretary Shinseki’s guidance. His really strong staff focused on the solutions, not just a single way to come at this problem, but multiple ways to come at this 

problem by pulling apart the processes and taking out the waste 

and the delays and the cost of poor quality and streamlining those 

processes by working with the workforce to prepare them for this 

change and to train them with good standard operating procedures 

and also to bring on new technology with the veterans benefits 

management system that will facilitate and enable them to do 

these claims in a more efficient and effective way with broad-based 

capability within it that allows that decision and that adjudication 

to be made faster, better, and more responsive to our veterans who 

are in need. 

Yes, ma’am, you have asked me for a 45-day plan. If confirmed, 

I am committed to delivering that plan to you and talking to you 

about that. 

Chairman MURRAY. OK. Good. I would also ask you if you could 

send a training team out to Seattle. When I went out there and my 

staff went out there over the last recess, we found a significant 

number of problems. I would like to work with you to get somebody 

out there to help do some training. If you could work with me on 

that. 

62 

General HICKEY. Chairman Murray, one of my major focuses in 

all of quality management is to resolve issues right up front in a 

process and that begins with a major focus on training. I can commit to you that, if confirmed, my focus on training will be paramount in working with the workforce and others to ensure that we 

are providing that in consumable, appropriate ways and that it is 

a focus on quality throughout the process throughout their careers 

to ensure that we are delivering on that. 

Chairman MURRAY. Thank you very much. 

Senator Isakson. 

Senator ISAKSON. Thank you, Chairman Murray. 

I want to apologize to both Members that I am going to have to 

leave. I have someone waiting for me in my office that I have to 

attend to. 

But before I do, I want to say two things. One is Chairman Murray is absolutely correct on what the one focus of your job is going 

to be, General Hickey, and the claims problem that we have got 

here has to be solved. I will pledge to you any support that I can 

give to help you in accomplishing that. I think that is the number 

1 task. 

Second, some veterans’ benefits are delivered by third parties. 

When we met, I discussed with you the issue of VA refinances on 

the VA home loan benefit. 

As you know, we discovered in Georgia that veterans were being 

overcharged on closing fees on VA refinances by some lenders. It 

was brought to my attention by an attorney who represented some 

veterans. 

I want to commend the Administration. When I brought it to 

their attention, they immediately began investigating it, confronted 

the lenders that had moved the charge around. And we have gotten 

refunds over $10 million to our veterans which I think is to the 

credit of the Administration. 

But it does point out how we should be observant of those third 

parties who are delivering, in part or in whole, benefits to our veterans which you will be in charge of. 

And with the permission of the Chairman, at some point in time 

after the first 45 days, we would like to have a hearing on the VA 

home loan program to make sure that those services are being delivered appropriately to our veterans, and I will call on you at the 

time at that hearing to do so. 

General HICKEY. Thank you, Senator Isakson, for your question 

on the loan guarantee program. 

And I, from the exposure I have had thus far, would say that one 

of our highest veteran satisfaction areas is in our home loan program, where they take very seriously the responsibility to ensure 

that a veteran remains in their home and their families remain in 

their home. 

I know that they have some rather significant checks and balances in the process as they work with the mortgage providers and 

lenders and that they take very quick action. I thank you for the 

comment on their response. They take very quick action when they 

find a process that is not appropriate, in support of those veterans 

and advocating for those veterans. 

63 

If confirmed, sir, I look forward to learning more about this particular area in relation to those checks and balances. 

Senator ISAKSON. Thank you very much and thanks to you both 

for your service. 

Thank you, Madam Chairman. 

Chairman MURRAY. Thank you. 

Senator Tester. 

Senator TESTER. Thank you, Madam Chair. 

General Hickey, I will start with you, and first of all, I will preface this by saying thanks to the both of you for coming to my office 

and having a nice visit. 

The Chairman asked you a question about the backlogs. In your 

testimony, you said it was a central focus of your job coming in, 

and you laid down some ideas with the answer to the Chairman’s 

question. 

Have you thought about or do you consider working with VSOs. 

Can the VSOs play a role in this backlog issue? Have you thought 

about that? And if so, what role could they play, if any? 

General HICKEY. Thank you, Senator Tester, for your question 

and also for our visit. 

If confirmed, my focus with VSOs would be a very strong partnership. I think they already do provide services in this area today, 

and so I would look forward to continuing that relationship with 

the VSOs as they assist many veterans in the preparations of their 

fully developed claims and other areas associated with their benefits options and choices. 

So my particular approach would be to be very engaged with 

VSOs and to look for any opportunity where we could partner together to make a difference in our veterans’ lives. 

Senator TESTER. OK. Do you have any—and I know you are supposed to know the answer to a question before you ask it, but do 

you have any idea what percentage of veterans do not take advantage of the VA system? 

General HICKEY. Senator Tester, I am not going to guess at that 

number. I will just say that I know that of the 23 million veterans 

that we serve in general, about 8 million of those veterans, from 

the numbers I have received in open-source environments. 

Senator TESTER. Eight million take advantage of it, and so we 

have about 15 million or so that do not. 

General HICKEY. Sir, I say those are the numbers that I have 

seen. 

Senator TESTER. OK. Is there anything we can do about that? I 

mean, we have veterans out there who have earned benefits, I 

guess maybe they are not buying what we are offering. Is there 

anything we can do about that? 

General HICKEY. Thank you, Senator Tester, for your follow-up. 

I know that VBA, in particular, from a benefits perspective is pushing very hard in outreach. In fact, my understanding is that VBA 

has established the Benefits Assistance Service in an effort to do 

exactly that which is outreach to the many veterans that have 

served so well our Nation so well. 

Senator TESTER. Any idea on how effective that has been? 

General HICKEY. Sir, my understanding is that it is fairly recent. 

But I will say that one of the major efforts that I have actually 

64 

seen myself as a veteran is the e-benefits site where they can literally take advantage of self-service options to potentially pull their 

DD–214 and have it on the spot, to look up some of the other benefits they are entitled to, and see what the status of that is, even 

to access their payment history for things like their schools. 

Senator TESTER. Part of that outreach hopefully will be focused 

on rural America, where we have a lot of veterans, whether you are 

talking about Montana or Alaska or any other rural State—we 

have a ton of them. 

We talked about the GI overpayment issue and whether it is a, 

for whatever reason, clerical error, cumbersome process, whatever 

it might be. Currently, if the VA overpays a person it really puts 

the veteran in a bind. And I am talking about if they are going to 

school particularly. We talked about that in my office. 

Have you had a chance to consider this issue at all to look for 

any remedies, and if so, what would they be? 

General HICKEY. Thank you, Senator Tester, for that question. I 

support the Secretary’s position that the student needs to be focused on their education and completing that education and not 

worrying about the financial situations associated with that 

education. 

What I can tell you is that the outreach effort is out there but 

it is also inclusive of a willingness and the leaning-forward nature 

of VBA to work with that student to, if necessary, readjust payment options and anything that might be more facilitative to the 

student to really focus on their schoolwork and not on this issue. 

Senator TESTER. That is great. Is there any effort going to be put 

toward the people who are on campus that are administrating 

these programs? 

General HICKEY. Sir, my understanding is that currently there 

are relationships with schools and with the education business line 

and that a focus for them is to build those partnerships and relationships and to communicate with them so that they are understanding what the issues are and who their students are. 

Senator TESTER. When you get confirmed and you get into this 

position and you do the outreach, I think those people on the campuses can be a tremendous resource for you as you move forward 

to solve this problem because they have been a tremendous resource for me, quite frankly. 

Just in closing real quick, I would just say that, Steve, I want 

to keep on your radar screen the Yellowstone cemetery. It is a big 

deal for veterans across Montana, northern Wyoming, and hopefully we can get that settled as soon as you are confirmed if not 

before. 

So thank you. 

Mr. MURO. Thank you. 

Chairman MURRAY. Senator Moran. 

Senator MORAN. Thank you, Madam Chair. 

General Hickey, I have heard from VA officials for a long time 

about the number 1 priority that you plan to address is the 

backlog. 

What makes this different? What do you intend to do differently 

considering what we have heard over a long period of time about 

solving this issue? 

65 

General HICKEY. Thank you, Senator Moran, for your question. 

I would start by first acknowledging the really hard work that 

has been done by the VBA staff. Yes, in fact, there was 1.2 million 

claims in the door in 2010, but they have also reached record 

heights in completing a million claims in 2010, and so I thank 

again this Committee for providing the resources that allow them 

to do that. 

What I would say the difference now that perhaps did not exist 

for my predecessors in this position is the culmination of first and 

foremost, a OneVA approach to this challenge. 

I think in the past it may have been seen as a VBA issue so VBA 

needs to go solve it. But under this Secretary’s leadership and 

under the leadership of Deputy Secretary Gould and the colleagues 

in VHA and even the National Cemetery Administration, I think 

that the focus of this issue now being seen as a OneVA effort is 

first and foremost, an opportunity. 

Second, the fact that the process has been unpacked very diligently, like never before, really looked at hard, and then brought 

back together in a way that shapes the business rules for the veterans benefit management system is a second. So a real strong 

focus on the process. 

Third, frankly, the VBMS system itself will move VBA from a 

paper-bound process, as you well described and I have actually 

seen—pictures with mountains of papers that barely leave desk 

space for our hardworking VBA employees—I think that VBMS 

system and my experience using systems like that in my day job 

today, is a significant way forward. When you combine that with 

the process. But critical to that will be the preparation of the people, training them to use that system, getting to a standard operating procedure and training methods to prepare them for VBMS. 

I think that creates an opportunity that has not existed before. 

Senator MORAN. If I understand your answer correctly, in large 

part this is the culmination. We have been working a long time on 

getting the backlog under control. The Secretary is clearly emphasizing the importance of the entire VA but because of the progress 

that has been made to date, we are now in a position to make significant progress and the backlog greatly diminished. Is that 

accurate? 

General HICKEY. Senator Moran, thank you for the follow-up. I 

will say that it is very much the goal the Secretary has established 

in his strategic plan, and I am a strategic planner by trade so I 

value the guidance provided which is to have no veteran wait more 

than 125 days for a good-quality decision at a 98 percent accuracy 

rate. 

Senator MORAN. What it is in your experience at Accenture that 

lends itself to the leadership necessary to accomplish this goal? 

General HICKEY. Thank you, Senator Moran, for allowing me to 

tell a little bit about that side of my life. I will say that one of my 

roles was to do the requirements development for a Federal agency 

in customer-relation management and call-center practices. 

So while certainly I am not an ‘‘Xs and Os’’ code developer of any 

kind, and never claimed to be, I really did see the value associated 

with large throughput of transactions, how you triage that, how a 

system allows you to communicate with your customer more effecVerDate Nov 24 2008 12:50 May 26, 2011 Jkt 000000 PO 00000 Frm 00069 Fmt 6633 Sfmt 6601 H:\112TH HEARINGS\66288.TXT SVETS PsN: PAULIN
66 

tively in whatever means they choose to do with you, whether it 

was fax or phone or email or app or iPad, in your example. 

Also my understanding is that combined with what I do today in 

program management where I oversee a team that does all of the 

transactional H.R. services for another Federal client, seeing how 

it does not matter, it is not personality or person-dependent or even 

desk-dependent, when we push our work through a system. Any 

qualified individual can work on that same file knowing all the 

data and all the work that has been done before and there is good 

accountability in that process, and it reduces the burden of the 

paper flow issues that are created as well. 

So that would be the two major things. And the third, frankly, 

is the program management experience that I have. So working toward deadlines and timelines and achieving what we promise and 

what we committed to in the inception of the program. 

Senator MORAN. General, thank you very much. 

If confirmed, I look forward to helping you reach that goal on behalf of the veterans of Kansas and the country. 

Mr. Muro, we have three national cemeteries and four State 

cemeteries in Kansas. I think at some point in time we need to talk 

about some expansion but I appreciate and just would acknowledge 

your rise within the organization and it is pleasing to me that 

there are those opportunities for people to begin as a mechanic and 

end up as the Under Secretary. 

If confirmed, I offer my congratulations to you on that success in 

your personal life. 

Madam Chairman, thank you very much. 

Mr. MURO. Thank you. 

Chairman MURRAY. Senator Begich. 

STATEMENT OF HON. MARK BEGICH, 

U.S. SENATOR FROM ALASKA 

Senator BEGICH. First, congratulations to both of you for being 

nominated, and I appreciate your being here today. 

Let me, if I can, ask a couple of questions. First, General Hickey, 

last year I held a field hearing in Alaska regarding the VA and IG 

report that was published, and it was published in 2009. I am not 

sure if you are familiar with it but I am not expecting you to be 

specifically. 

But in that report basically said the Anchorage office did not 

meet the VA requirements in thirteen of the fourteen regional 

areas, and it kind of had a shopping list of issues. They have been 

working through it. 

But one of the big issues, and I was just intrigued by your conversation here about customer service and some of those elements 

that you are familiar with is the relationship and confidence in the 

system because when you get a strong IG report obviously there is 

a lack of faith that things will get done. 

And as they start to get done, the question is how do you get that 

information out to people so that they feel more confident in the 

system as these changes are being done. 

First, let me ask you: are you familiar with the report? I am not 

expecting you to be. 

67 

General HICKEY. Thank you, Senator Begich, for your questions. 

I have not read the report but I understand at a very high level 

the issue. 

Senator BEGICH. Do you think when there are reports like this, 

and I would be interested in your feedback, and I am assuming 

positive confirmation, on the report and kind of the status of how 

to deal with the relationship and getting the confidence level higher with the VA regarding the outcome of the work they have been 

doing based on that report. 

Give me some thoughts as to how you might address that. 

General HICKEY. Thank you, sir, for the follow-up. I will start by 

saying it is my understanding that the issues raised in the IG report have been closed, resolved and closed. 

Senator BEGICH. Right. 

General HICKEY. So my other experience, frankly from a military 

perspective where we did a great number of inspections and reviews through IG assessments and evaluations, is that and I do not 

know how the IG works within the VA, but I would assume there 

were some similar interactions between IGs. 

As to the first issue, no matter who we are working with in our 

VBA environment, there are appropriate standards, and those 

standards are assessed. I do know that the VBA or the VA IG do 

periodic assessments through a sampling of the different offices to 

assess performance. 

I believe in assessing performance. I have lived in an environment where assessing performance validates that you are on the 

right track and that you are going in the right direction and that 

you do not need additional assistance. 

I do not necessarily think sometimes that finding something in 

a performance assessment from an IG perspective is a bad thing. 

It highlights it. It lets us put resources and appropriate training 

or appropriate adjustments to the process to fix it and resolve it 

and move forward. 

And aside from that, I would just simply say communication for 

me regardless of the topic is very vital. Outreach is very vital. If 

confirmed, I am committed to getting the word out as often and as 

frequently—seven times seven different ways, if necessary—to 

communicate. 

Senator BEGICH. Very good. Let me go onto another issue. A couple of weeks ago I held a meeting with many of the Federal agencies, kind of an interagency group on homelessness. 

And the veteran population is growing fairly dramatic especially 

in rural areas. Senator Tester talked about rural Montana. Rural 

Alaska is even more rural than Montana. We always joke about 

that, he and I. 

Tell me, what are your thoughts on how to ensure that the veteran homeless population access the VA in areas that are remote 

in Alaska? 

And how would you reach out to the rural communities, especially in getting benefits to the rural homeless that is clearly growing? There is no question about it in Alaska. You see it. 

General HICKEY. Thank you, Senator Begich, for your question 

and for your concern for those veterans who are really struggling 

68 

without a roof over their head and perhaps many other benefits associated with that as well. 

I will just start my comments by saying that particular issue, I 

know, is a significant one to the Secretary and to VA at this point 

in time and is, frankly, one of the issues that drew my interest to 

this position—finding a way to meet the needs of our homeless 

veterans. 

So if confirmed, I look forward to exploring with VBA and with 

the offices in VA who have that charge to tackle that issue, on 

ways in which VBA can assist in providing methods to provide benefits to our homeless veterans. I know that they do that today. 

Senator BEGICH. Assuming you get confirmed, my time is expired, but I would love to invite you to Alaska, and obviously at 

whatever time, to kind of visit some of the rural areas so that you 

get kind of that sense of the struggles we have there in trying to 

meet those services. 

General HICKEY. Thank you very much, Senator Begich. I have 

had the wonderful opportunity in my Air Force career to make two 

great trips to Alaska and spent quite a bit of time up there, one 

in the dead of winter and one in the glorious all-day sunshine. 

So I would look forward to visiting with you. 

Senator BEGICH. You get extra points for being there in the winter. That is a plus up. You have great enthusiasm. I think it is exciting. Do not let the system beat you down because I think that 

enthusiasm you have is going to be a huge plus to the VA. 

General HICKEY. Thank you very much, Senator, and I will work 

my best to not let that happen. 

Chairman MURRAY. Thank you. 

Senator Brown. 

STATEMENT OF HON. SCOTT P. BROWN, 

U.S. SENATOR FROM MASSACHUSETTS 

Senator BROWN OF MASSACHUSETTS. Thank you, Madam Chair. 

First of all, thank you for holding the hearing and obviously congratulations to both of you. 

General, starting with you, you mentioned your private-sector experiences providing knowledge on building, retaining a quality 

workforce, and then customer relationship management especially. 

What lessons do you think you could apply from the private sector 

to these areas, to the areas that we have been talking about, if you 

are confirmed? 

General HICKEY. Thank you very much, Senator Brown, for your 

question and also for your continued service in the National Guard. 

I have a long history with the National Guard, and it is a very 

proud one so I especially appreciate what you do for your State as 

well in that regard. 

So, my experience with industry has been very remarkable. I will 

be honest in saying it was not my experience in the military. 

Learning the way that industry uses technology, combined with 

processes, how it prepares the workforce to be really comfortable in 

that method was new to me. 

So I have just been very eager in understanding all that industry 

has learned about leveraging IT; but specifically I will say that, in 

69 

application to this role, I have learned that you do not just throw 

IT in an organization and expect that to be successful. 

I have learned that you need to prepare with good change management, with good communication, with good training plans in advance of an IT system integration in that you need to also, in conjunction with that IT, make sure that it is capturing the best and 

right process. 

And if you are doing that in an agile way, meaning you are willing and flexible to improve upon that over time, then you really 

can continue to improve a process and really drive efficiencies even 

higher. 

The last thing I will say: I have always been a focused person 

on data and analytics but even more heightened in my experience 

in industry and I will drive my decisions not exclusively on data 

and analytics but heavily looking for data to drive decisions. 

Senator BROWN OF MASSACHUSETTS. Indeed, it is certainly important, but what I found and I think everybody who is here in 

Congress has found that the lack of personal attention to soldiers’ 

claims is the driving force. They feel neglected. They get lost in the 

quagmire of paperwork and statistics and the like. 

Have you given any thought to actually working in teams and 

having one team start and then finish the claim and doing it in a 

more potentially timely and personable way? 

General HICKEY. Thank you, Senator Brown, for your follow-up 

question. It is my understanding, and I look forward to confirming 

this, that our VBA workforce takes every one of those applications 

and sees it not as a piece of paper or as a number or as a statistic, 

but as a deserving veteran who deserves their care and compassion. Everyday they get up and come to work to do that. 

I would offer to you that we will continue to encourage personal 

relationships with those that they serve in VBA. But also, as I 

have been throughout my career, always open to ideas that would 

help us to operate better and more efficiently. 

I have, in my experience, both in the Air Force and in my current 

industry experience, worked on matrix teams and learned that 

sometimes to tackle big problems you have to look at the way in 

which you work together to expedite things. 

So if confirmed, I look forward to having more discussions and 

understanding how VBA operates today and its teaming structure. 

Senator BROWN OF MASSACHUSETTS. I would suggest putting everybody in a room and have them then take a file and go from ‘‘A’’ 

to ‘‘Z’’ within the confines of that room and just solving a problem 

and banging out that workload. 

I think everyone here will agree, that is the number 1 issue I get 

phone calls on in Massachusetts. We have a big wall in our office 

of claims that we have settled and it is through really unorthodox 

manners that we, in fact, have to do it. 

Fortunately, they are in the same building, and we are able to 

go down and look them eye to eye but not for that, my gosh, I cannot even imagine. I would ask you to focus on that. 

I am going to shift gears, sir. How has the National Cemetery 

been able to avoid some of the mistakes that plague the Arlington 

Cemetery? 

Mr. MURO. Thank you for that question, Senator Brown. 

70 

I believe it is our culture of accountability and training of our 

employees plus the responsibility to report any type of situation 

that may occur up the chain of command to ensure that the families of the funeral homes be notified if something does occur. We 

do not hide anything we do. We are up front. We train our employees to ensure everyone understands that the responsibility of maintaining our cemeteries as national shrines and providing dignified 

burials for veterans and their family is the most important part of 

our job. 

Senator BROWN OF MASSACHUSETTS. I do know when Senator 

McCaskill and I had a hearing, we actually discovered a lot of what 

was going on and we filed legislation that passed in a bipartisan, 

bicameral manner. So we have tried to track those particular 

issues. 

How do you plan on recruiting the right people, continuing to recruit the right people to continue with your mission? 

Mr. MURO. Well, one of the things that we do, and if confirmed 

will continue to improve on—hiring veterans is a strong way for us 

to continue quality service and also going to the colleges to bring 

people in at different levels and different programs like the SCEP 

programs where we can train them and promote them so that they 

understand the culture of the National Cemetery Administration. 

Senator BROWN OF MASSACHUSETTS. Thank you. 

Thank you, Madam Chairman. 

Chairman MURRAY. Senator Webb. 

STATEMENT OF HON. JIM WEBB, 

U.S. SENATOR FROM VIRGINIA 

Senator WEBB. Thank you, Chairman Murray. 

This is my first opportunity to congratulate you on having taken 

over the chair. I am very pleased to be remaining on the Committee with you. 

I would like to thank both of you for having come by my office 

and we had, I think, pretty extensive conversations on areas that 

I feel are of particular concern. 

General Hickey, I think this whole area of seamless transition as 

it applies to the disability evaluation system is something we really 

need to get better coordination with between DOD and VBA, and 

I am pretty comfortable with the conversation we had on that. 

Both of you have, I think, the types of careers that should really 

commend you to the positions that you are going to undertake. 

I have to say that I am extremely impressed with Mr. Muro’s 

journey. I think you probably know where all the nooks and crannies of the system are. I will resist the pun that usually comes 

along with that. 

But I have one area that I want to make sure, for the record, 

that we are clear on with respect to the concern of my office. Mr. 

Muro, yours is the only office in government where I think this still 

has relevance, but I assume that you would agree that it is the position of the VA that Confederate soldiers have the same status as 

Union soldiers when it comes to memorial affairs, from the Civil 

War. 

Mr. MURO. Thank you, Senator Webb. I think that all of those 

who served our Nation and the responsibilities we have to ensure 

71 

that they are properly memorialized is important to the VA and the 

National Cemetery Administration. 

Senator WEBB. So in terms of legal status at this point in our 

history, Confederate soldiers and Union soldiers have the same 

legal status? 

Mr. MURO. They do have the same legal status as the Union soldiers and we provide them memorialization in the same manner, 

depending on the location of their burials. 

Senator WEBB. This is not an idle question, as you know. We are 

coming up on a period here with the 150th anniversary of the Civil 

War. This was not always the truth. This was not always the case 

with the Federal Government, particularly in the area of, well, actually after the Civil War in a number of areas but during the past 

century, particularly in the area of memorial affairs, how our Confederate soldiers were remembered, and there is a tremendous 

amount of misunderstanding, I think, in this country about the 

reasons that people served during the Civil War. 

We can take the political questions aside. You and I served during the Vietnam era. We know the difference between political 

questions and actual service. 

But when you look back at that era—a lot of people forget this— 

that only 5 percent of whites in the South owned slaves and only 

25 percent had anything to do economically with the system. That 

is from John Hope Franklin, the most eminent African-American 

historian of the last century. 

Yet one out of every three white southern males between ages 18 

and 40 died in the Civil War, and it has taken a great deal of effort 

to have them properly memorialized. 

I view this not only personally because of my own family journey 

but because we up here are the stewards of the service for those 

who came before us. Just as people are someday going to memorialize what you and I did during the Vietnam era. 

With that in mind, I raise the issue of the cemetery in Richmond 

which we have had correspondence on, the Oakwood Cemetery, 

where, depending upon who is counting, there are about 14,000 

Confederate soldiers buried. 

I had a long discussion on this. The question seems to be the 

statutory interpretation of what it means to have a marked grave. 

What we are trying to do, as you know, with the support of the Virginia government and the city of Richmond, is to get upright markers where we can actually have names on these markers. 

I know the position that we received from the VA when we asked 

this question was that because these graves were marked in some 

way with these flat, numbered markers that that constitutes a 

marking by law. 

Let me ask you: is that interpretation from the general counsel 

at the DVA or is that legal interpretation from your office? Do you 

know? 

Mr. MURO. Thank you for the question, Senator Webb. It was 

guidance from the legal counsel in VA in reference to the interpretation of what is considered a marked grave whether in a national 

cemetery or private cemetery. 

Senator WEBB. So this was legal advice but not a legal opinion 

from general counsel? 

72 

Mr. MURO. It was legal guidance provided to us that the graves 

are considered marked because of the historical fact that the women’s organization responsible for determining the type of markers 

they wanted to mark the graves, came to the conclusion that the 

square blocks with the numbers was the way they wanted to mark 

those graves. 

Senator WEBB. And as we discussed the other day, one of the 

reasons was that private citizens were having to pay for the markers at that point in 1905 or whenever that was. Is that correct? 

Mr. MURO. That is what we assume why they decided to buy 

those particular markers. They followed the footsteps of other cemeteries that used a similar marker. 

Senator WEBB. If you read the statute, what we are talking 

about here is headstones or markers being provided at the expense 

of the United States which is the traditional policy. 

Mr. MURO. That is our policy today. We do provide them today. 

Senator WEBB. We may want to continue the discussion. I hope 

you can find some sort of resolution here that will honor these 

people. 

Mr. MURO. We look forward to working with you and your staff, 

Senator. 

Senator WEBB. Thank you. 

Chairman MURRAY. Thank you very much. 

General Hickey, let me turn back to you. Right now, we have a 

situation where modern medicine is not reflected in how disabilities 

are rated. My staff uncovered a case recently where a veteran was 

prescribed a very dangerous drug to treat a disability identified as 

cancer by the National Cancer Institute. Yet the veteran was rated 

at zero percent and received no compensation for his cancer. 

Are you committed to fixing the rating schedule? 

General HICKEY. Thank you, Chairman Murray. 

It is my understanding, from the discussions that I have had to 

date, that there currently is an ongoing effort to update the rating 

schedules for VA and that is being done in conjunction with both 

the internal VHA experts but also medical experts outside of VA, 

and I think and believe that even some of our experts in VSOs are 

participating at some level as well. 

So, if confirmed, I look forward to learning more about that VA 

schedule process and to being part of the process that is required 

from VBA’s perspective. 

Chairman MURRAY. Thank you. We have talked about several 

times today the VBA moving from this paper system into one that 

uses technology to help speed up work and improve the final 

decision. 

I have seen some of these claims you mentioned. You have seen 

photos. Where do you begin in taking these massive files of paperwork and distilling them down to something that works in a 

paperless environment? 

General HICKEY. Thank you, Chairman Murray, for the question. 

I think I begin by, if confirmed, seeing how the process works both 

in the unpacking of process effort that was done by the Secretary 

but also getting my feet on the ground and my sleeves rolled up 

and out with the workforce, seeing and hearing how they do their 

work every single day and the barriers to that work. 

73 

So I would start there. Then I would also focus in on and learn 

in much more detail what the technology will do for VBA and for 

the benefits distribution in the big picture view. I would like, if 

confirmed, to really get down into the capabilities and requirements that they are building those systems to and understand that 

and how they correlate with the processes that have been 

described. 

So I would need to defer until, if confirmed, to make a good assessment and provide you a better answer on where to start because I think inherent is the understanding of the process, the people, and the preparation of those people and the technology and 

how that all comes together. 

Chairman MURRAY. I do not need to tell you it is not going to 

be easy, but it has to be done so I look forward to hearing from 

you once you are confirmed, and have actually seen some of these 

files like I have how we are going to move from a file that is mass 

paper to something that is doable for literally thousands and thousands of claims. 

General HICKEY. Chairman Murray, I might just add my personal experience, my current experience with the program that I 

work at right now in my company. We actually have converted Federal agency official personnel files and have done that through a 

very major scanning project effort. 

It takes a bit of time to do, but with the right kinds of high-speed 

technology enhancements or things of that nature there are things 

that can be done to tackle those issues, at least from my external 

perspective. 

Certainly, that is not from my internal VBA perspective. I am 

not privy to those kinds of operations that exist today. 

Chairman MURRAY. Thank you. 

Mr. Muro, let me turn to you. I think we need to continually reevaluate the burial needs of our veterans, and I know that the VA 

already has begun this process. 

According to the President’s budget request to us, the VA is establishing an urban initiative to provide enhanced service to densely populated areas like Los Angeles, San Francisco, or New York. 

Can you describe to us this initiative and any others that you 

think will help the burial needs of our veterans? 

Mr. MURO. Thank you for that question, Chairman Murray. 

The urban initiative will actually be columbaria-only cemeteries. 

That is for cremated remains niches in the urban areas, Los Angeles, San Francisco Bay area, Chicago, New York. That is a start. 

We got results from the annual surveys we do with our customers and they are telling us they would come more if cemeteries 

could be closer; and with the increase of cremation in the United 

States, we are looking at building the columbaria-only cemeteries 

to provide closer service to those veterans that live in urban areas. 

In the reference to rural America, the Secretary has charged all 

of VA to improve access to those veterans that live in rural America. And NCA is looking into that now. And if confirmed, I will ensure that we provide some kind of a burial option for those veterans in rural America. 

Chairman MURRAY. OK. We look forward to hearing more on 

that. 

74 

One more question for you. You have worked your way up 

through the National Cemetery Administration and served the past 

2 years as the Acting Under Secretary. So you are intimately familiar with our national cemeteries. 

You stated in the pre-hearing questions that, if confirmed, you 

would pursue even greater levels of service and satisfaction to meet 

our solemn obligation to maintain our VA cemeteries as national 

shrines unlike what has occurred in Arlington. 

Can you talk for a minute about what your plans are to achieve 

higher levels of service and satisfaction, and most importantly, how 

you will measure your success? 

Mr. MURO. Thank you for that question, Chairman Murray. 

One of the ways we are doing that is that we are actually looking 

at our surveys, not only the surveys we conduct annually through 

a contract but also through Michigan University, the survey they 

do. 

And we are looking at those cemeteries that have high scores, 97, 

98, 99 in customer service, and we are actually benchmarking 

them. We have gone out and done studies at those cemeteries to 

see what it is that they are doing that has rated such a high score. 

One of my concerns is that 5 to 6 percent of the veteran population did not give us a high score. For example, my lowest scored 

cemetery is 84. That is not a low score, but that is not an acceptable score. 

So we are looking at what can we do, what are the cemeteries 

at the top doing, how can we instill these best practices at the 

other cemeteries. The National Training Center is one of the ways 

we are doing this. 

We just kicked off a new training class for our caretakers. It is 

cemetery caretaker training that teaches them all aspects of cemetery operations. So all new caretakers coming in will go through it. 

My goal is to have all our caretakers that are on the roles right 

now which is close to 800 attend one of the classes within the next 

24 months so that we can certify that all of those individuals have 

been trained in all aspects of their job. 

Chairman MURRAY. OK. Thank you very much. 

Senator Begich, do you have any additional questions? 

Senator BEGICH. Just a couple of quick ones. 

General, regarding the paperless system you are going to which 

I think is great, I just want to put one cautionary note from a customer coming in, for example, in Alaska especially our rural communities, it will take 30 minutes to download a 1040-EZ form because we have the slowest speeds in the country when it comes to 

high-speed broadband. 

So I just want to give you a caution. For example, a lot of our 

communities now in rural Alaska, to fill out grant applications and 

so forth, that is now down almost 48 percent because they just do 

not have the broadband capacity. 

So as you think about your internal system and how you use that 

to connect with your customer, people filing the claims, keep in 

mind that some areas may be connected but not have the speed to 

do it appropriately. 

Just imagine a 1040-EZ form. I mean we are going to get a lot 

of calls these next 2 weeks, I know it already, thank you, April 

75 

15th is right around the corner. So I just want to give you that cautionary note as you do this work. 

General HICKEY. Thank you, Senator Begich. If confirmed, I will 

certainly keep our rural veterans and those who are not in close 

proximity to bandwidth capabilities in mind as we work through 

this issue. 

Senator BEGICH. Again, it is not that they will not necessarily be 

connected. It is just the speed, and that is the big problem. 

The other thing, I just want to point this out, something I hope 

you look at. I know within our Anchorage office there seems to be 

brokering out some of the claims to, I think it is Montana and Salt 

Lake City. 

That tells me there is a volume issue or staffing issue. We have 

lots being shipped out. The problem, of course, is that is 2,000 

miles away from us. 

So as you again get confirmed, could you look at that and give 

my office some feedback on what you see as the challenge there 

and why so many are being brokered out to outside of Alaska. 

Again, that just tells me there is a staffing issue here or some 

sort of systematic problem. 

General HICKEY. Thank you, Senator Begich, for your question. 

My answer would be, if confirmed, to look at that more specifically 

from an Alaska perspective but I do not have that level of specificity right now. 

Senator BEGICH. Great. 

General HICKEY. I would say that the overall objective for VBA 

when it comes to claims adjudication is to get to no veteran waiting 

over 125 days and a 98 percent accuracy rate. 

I think if we can get there leveraging new processes, a good 

workforce well-trained in the new systems and a new technology 

approach, then I think no matter where you live you will be a satisfied veteran, and we will work hard to consider the needs of our 

rural vets in that respect. 

Senator BEGICH. Fantastic. 

The last thing, Mr. Muro, I know you are probably aware of this, 

but in Alaska we have two cemeteries, one in Sitka and one in 

Anchorage. 

The one problem with that is there is a lot of our northern region 

that is not connected really to Anchorage or Sitka so we are looking 

at a new facility in Fairbanks, and I do not know if you have already started some discussions in your current role with the State 

of Alaska. 

So I am curious. I wonder if you are aware of that or if you have 

started any discussions that you want to share or will put this on 

your list to kind of keep in mind. 

Mr. MURO. Thank you for that question, Senator Begich. 

Yes, I am. I work closely with Frank Salvas, our director of the 

Veterans Cemetery Grants Program. I know that the cemetery is 

on the list and he is working closely with the State to ensure we 

get a cemetery up there in Fairbanks. 

Senator BEGICH. Great. I know they are looking at the sites right 

now and trying to determine that. I just wanted to make sure you 

have that kind of on your radar. It is great to have Sitka. That 

takes care of southeast. Anchorage kind of takes south central. 

76 

But we have another large military population, as you know, in 

the Fairbanks interior regions, and Fairbanks would be, obviously, 

an appropriate place. 

So thank you very much. 

Mr. MURO. You are welcome. 

Senator BEGICH. Thank you, Madam Chair. I have no other questions. 

Chairman MURRAY. All right. 

Thank you very much, General Hickey, Mr. Muro, for your full 

and open participation in today’s hearing. 

Every organization needs a leader, and I am anxious to have permanent leadership at the top of both the VBA and the NCA. The 

VBA in particular is facing some real issues. We talked about a lot 

of them today that have to be addressed by permanent leadership 

as soon as possible. 

Before I adjourn the hearing, I do want to acknowledge Mike 

Walcoff, who has been at the helm of the VBA for over a year now 

as the Acting Under Secretary for Benefits. Mike knows what a 

tough job both General Hickey and Mr. Muro have in store for 

them. And he is in the audience today to lend them his support. 

Mr. Walcoff, if you want to stand, I just want to thank you for 

your service. I appreciate all you have done. [Applause.] 

I would ask that any Member who wishes to submit posthearing 

questions to General Hickey or Mr. Muro, do so by this Friday so 

that this Committee can move forward with the nomination process 

as soon as possible. 

With that, thank you very much to both of our witnesses today, 

and this hearing is officially adjourned. 

[Whereupon, at 11:24 a.m., the Committee was adjourned.] 

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