But there will be fewer such cases because veterans will have had an accurate decision fully explained to them by knowledgeable and compassionate VBA employees, says a VBA reengineering report, Blueprint for Change. Automation also will contribute to clarity, accuracy and completeness of case files. New computer systems will walk employees through the process of initiating and developing a case. The system will present forms on screen and will keep reps informed of what information is missing, plus any new rules and procedures. Automation will speed the flow of information and permit ready retrieval of case files.
Consistency is another likely outcome.
Although regulations spell out in excruciating detail how each claim should be remunerated, one congressional staffer described the process as something like a lottery. That perception contributes to appeals. Online reference tools, such as directories of health care providers, will save time. For example, if the benefits applicant says he visited Dr. John Smith in San Francisco last year, the system will display addresses for all the possible Dr. Smiths, and the vet can verify the correct one on the spot. The system then will generate a form letter to Dr. Smith asking for the applicant s medical records.