Inspection of the Veterans Service Center Cheyenne, Wyoming

In February 2017, OIG evaluated the Cheyenne, WY Veterans Service Center (VSC) to determine how well VSC staff processed disability claims, how timely and accurately they processed proposed rating reductions, how accurately they entered claims-related information, and how well they responded to special controlled correspondence. The Cheyenne VSC is under the jurisdiction of the Denver VA Regional Office (VARO). Generally, VSC staff accurately processed the two types of disability claims we reviewed. We reviewed 30 of 121 veterans’ traumatic brain injury (TBI) claims (25 percent) and found that VSC staff accurately processed 29 cases (97 percent). These errors identified do not represent the universe of disability claims or the overall accuracy rate at this VSC. We also reviewed two veterans’ claims involving entitlement to special monthly compensation (SMC) and related ancillary benefits completed by VSC staff from January 1 through December 31, 2016. We determined that VSC staff processed both claims accurately. We did not identify any claims processing errors that affected veterans’ benefits. VSC staff generally processed proposed rating reductions accurately and timely. OIG reviewed 11 rating reductions cases and found that VSC staff accurately processed all 11 cases and timely processed nine of the 11 cases (82 percent). VSC staff needed to improve the accuracy of claims-related information input into the electronic systems at the time of claims establishment. OIG reviewed 30 of 199 newly established claims (15 percent) and found that VSC staff did not correctly input claim information into the electronic system in 24 cases (80 percent). This occurred because of a lack of training; specifically, staff did not receive training on claims establishment procedures and proper dates of claims when in receipt of reexamination reminder notifications. Furthermore, supervisors did not perform quality reviews for claims processing staff. VSC staff generally provided complete and timely responses to special controlled correspondence. OIG reviewed 19 special controlled correspondence and found that VSC staff accurately processed 16 cases (84 percent) and timely processed 18 cases (95 percent). OIG recommended the VARO Director provide training on the proper procedures for inputting dates of claim for system-generated notifications and ensure monthly quality reviews are performed for all employees who establish veterans’ claims. The VARO Director concurred with our recommendations. Management’s planned actions are responsive. OIG will follow up as required.