Some of those in the audience may recall that our first hearing of 2009 was on the implementation of the Post-9/11 G.I. Bill.  This was followed-up by supplemental hearings that sought to ensure VA’s progress on the short and long-term information technology solutions.  I hope that it is clear to our panelists before us today that by making this our first hearing of 2010, we demonstrate the continued importance of the subject at hand.

I’m sure my colleagues will agree that the current delays in processing education claims are unacceptable.  While the Administration shares my concerns regarding these shortcomings, the blame does not rest solely with the VA.  The processing of a single claim requires multiple steps involving multiple parties and computer systems, all of which must work in-sync with one another in order for a veteran to receive his or her benefits in a timely manner. These computer difficulties demonstrate the need for a fully-functional long-term solution.

Furthermore, the Subcommittee staff’s recent visit to the VA’s Regional Processing Center and Education Call Center in Muskogee, Oklahoma has raised some concerns.  They include:

• The closure of Education Call Center hours on Thursdays and Fridays provides veterans only three days to call for assistance on education matters.  While we understand the value of using call center staff to process education claims, the VA can have the call center open five days per week by dispersing the same work hours throughout the week;
• Second, the availability of temporary employees after September 2010.  While we all would like to have a fully operational long-term solution by December 2010, the reality of the limited timeframe to implement this complex IT system may require the VA to push back its deadline.  Ensuring that VA has the trained personnel to continue to process education claims, and field incoming calls, can help avoid further delays in receipt of education benefits;
• The third concern involves VA’s current policy limiting Education Call Center operators from taking action on education claims outside of the Muskogee region.  The current policy requires that claims originating outside of Muskogee region be referred to the appropriate Regional Office for action.  We have been informed that by authorizing these operators, who are responsible for taking all educational benefit calls, to make simple updates to a veterans file would result in faster service and avoid long wait periods for action; and
• Finally, the visit to the Education Call Center raised equipment concerns that create dropped calls and require constant maintenance which I hope VA will address quickly.

I look forward to hearing from our distinguished panelists participating in today’s hearing.  Specifically on how the U.S. Department of Veterans Affairs is addressing these concerns, and making progress in implementing its long-term solution that seeks to streamline the way education claims are currently processed.