the 18 Edition of Governing for Results - Washington State Digital ...

Department of Veterans Affairs
Walla Walla Claims Improvement Process
A performance review of the costs associated with providing claims services in the
Walla Walla community was conducted in early 2000. This evaluation confirmed the
average cost per veteran contact to be $69 and the average cost per claim to be
$140. As a result, services were reduced from 5 days to 3 days a week and offered
during peak times. This resulted in a 24-hr workweek versus an 80-hour week. Staff
was reduced and hours of availability were adjusted accommodating the need at
peak times. Costs for providing claims services have been reduced by 63% and
services to the local community have been increased by 20%. This downsize has
maintained the same quality of service while optimizing efficiencies by providing
services when needed.
Results
! Outreach and partnerships were developed through training seminars conducted
for Veterans Organizations in the Walla Walla region.
! Costs per interview were reduced 93% ($69 to $5) by reducing staff and adjusting
the availability of services.
! A cost per claim was reduced 63% ($140 to $15) by lowering the operational
costs and increasing the number of clients being served.
! Client contacts and services have been increased 20%.
Team Name: Veterans Services Contracts and Grants Section
Team Members: Jim Rising, Alex Deluao, Ric Price, Willie Slusarski, John
Waterbrook, Jim Irwin, Jimmy Grissom, Lee Henson
CONTACT: Jim Rising, (360) 725-2188
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