A key report into the Department of Veterans’ Affairs’ (DVA) claims processing system has been made public, attributing a backlog of about 37,000 compensation claim applications to the DVA being unable to keep up with rapidly growing claim demand.
The December report Claims process diagnostic – Independent review of the claims processing system from McKinsey & Company, was commissioned by the DVA in September last year and released publicly following a Freedom of Information request to the Australian Broadcasting Corporation (ABC).
Publishing the Report, DVA said it was the first detailed and independent, end-to-end examination of the Department’s compensation claims processing and the backlog.
“It provided valuable insights and DVA will incorporate a number of the findings and initiatives into its future plans for improving claims management (with) 37 initiatives to be addressed with 11 identified as priority initiatives for implementation,” the DVA said.
“Initiatives range from more support for veterans submitting claims to more help for medical providers supplying information.”
The Department said some of the recommended initiatives required additional resources, funding and/or legislative change which required Government decisions, and the Department would work closely with Government on these.
Commenting on the Report, the Minister for Veterans’ Affairs, Matt Keogh said the backlog of claims must be reduced.
“It simply isn’t good enough to have people who have put on a uniform and served our country wait for such a long time to access the support they are entitled to,” Mr Keogh said.
“I believe it’s important to be accountable, and to get on with making positive changes as soon as possible, that’s why I have asked the Department to release the report publicly.”
He said more DVA staff would be hired, and the Department would move away from labour hire “so we can build and retain the skills and experience needed to support Veterans and their families as they so deserve.”
“We are turning a new leaf here and we want to get on with implementing changes as quickly as possible to improve the wait times for veterans,” the Minister said.
“We want to alleviate any pressure the veteran community are feeling, and that’s why improving DVA’s compensation claims and payments processing system is so important,” he said.
The consultant’s 147-page Report can be accessed at this PS News link.
