Veterans Benefits Administration (VBA), Decision Ready Claims Program Pilot
The Veterans Benefits Administration (VBA) selected ERPi as its prime vendor to pilot its “Decision Ready Claims” (DRC) model of processing disability claims. Essentially, VBA encouraged Veterans and their proxies (e.g., Veteran Service Organizations such as Disabled American Veterans and the American Legion) to submit the necessary medical and military personnel records up front so that VBA could more quickly process disability claims to eligible Veterans.
Through this pilot, ERPi was able to help VBA pioneer several new activities:
- ERPi was the first firm to deploy Robotic Process Automation (RPA) for VBA, which demonstrated the potential to reduce claims processing time from an average of 100 days to 34 days with 100% accuracy. Program Manager Tommy Lawhorne led process improvement efforts, whereas RPA Developer Matt Chapman led software development of the RPA ‘bots.’
- Team member Alex Murillo led outreach efforts on behalf of the VBA to major Veterans Service Organizations (VSOs) to restore VSOs’ trust and confidence in VBA.
- Team member Charlene Taylor led quality assurance efforts, ensuring that the team exceeded all performance benchmarks for the DRC program.
Why This Work Matters
Many of our staff supporting DRC are Veterans or the spouses of Veterans and Servicemembers. We are passionate about serving Veterans. We are also passionate about bringing the best ideas and the smartest consultants, from a variety of backgrounds, to drive the VA mission forward. ERPi remains grateful for the opportunity to serve Veterans in a variety of functions throughout the entire Department of Veterans Affairs. Moreover, we are applying data-driven analysis and process improvement to help expedite the delivery of benefits to Veterans.
Making a Difference
Although VBA decided to go in another direction with the DRC program, they rated our ERPi team as “exceptional” for quality, schedule, and cost. We think this quote from Disabled American Veterans, one of our Veteran Service Organization partners, summed it up best:
“I have been doing claims for 17 years and have never had a rating granted during the Veteran’s (Chapter 30) Convalescence period, while the Veteran was still in the hospital. I received a rating claim and an extension (2 claims) within a week….People are still in disbelief and impressed that a claim can be processed in less than a week.”