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The U.S. Department of Veterans Affairs (VA) Decreases Mail Processing Time

The U.S. Department of Veterans Affairs (VA) decreases mail processing time for claims intake. Today, the Veterans Benefits Administration (VBA) has improved procedures by incorporating an artificial intelligence (AI) solution to reduce the time it takes to process incoming mail from 10 days to just one day.

The software reads the mail document contents and automatically routes it to VA employees working the next step of the claims process, which means faster processing of the information Veterans send to VBA in support of their claims.

VA Secretary Robert Wilkie said: “Moving past manual mail processes to automation emphasizes Veterans. This new capability allows the VA to process Veterans' claims quickly and efficiently.”

On average, VBA receives more than 550,000 pieces of mail per month related to benefits and services. The volume of mail comes from submissions by Veterans, surviving spouses, service agencies, attorneys, and claims agents. This mail is often the starting point to initiate a claim or provide supportive documentation for potential benefits and services they may be eligible for and general inquiries.

About VBA

The Veterans Benefits Administration (VBA) provides a variety of benefits and services to Servicemembers, Veterans, and their families. Below are some of our major program offices within VBA.

Source: Press Release
Date: August 13, 2020

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