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VBA VETERANS BENEFITS ADMINISTRATION
National Work Queue (NWQ)April 2015
Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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What is the National Work Queue?
The National Work Queue (NWQ) is a paperless workload management initiative designed to improve VBA’s overall productive capacity and assist with reaching the Secretary’s goals of eliminating the backlog by processing all claims in 125 days with improved accuracy.
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Why a National Work Queue?
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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What will the NWQ do?
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The NWQ will allow us to prioritize and distribute VBA’s entire rating inventory and:•Match work assignments with VBA capacity and resources•Standardize workload management best practices•Increase output by identifying and routing actionable claims to ROs•Identify rework trends to identify training gaps•Significantly reduce rework rate
Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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NWQ Timeline
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Main Features of the NWQ
Daily Assignment of WorkClaims Prioritization at a National
LevelDevelopment of Station-by-Station
Productive Capacity ModelRobust Deferral ProcessUnique Routing Rules
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Claims Prioritization at a National Level
All rules and filters are dynamic, meaning that adjustments can be made centrally and not depend on software releases and upgrades.
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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In Phase 1, the first parameter for the assignment of claims will remain the geographic proximity to the Veteran’s place of residence, as long as that station has the capacity and amount of prioritized work to accommodate.
Bottom Line: Our goal is to distribute the work to the RO that can address the Veteran’s claim most quickly.
Daily Assignment of Work
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Productive Capacity
The expected level of work that can be assigned/completed based upon the number of employees, their position types, and grade levels.
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VA Regional Office
Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Deferral Process
•Will leverage technology associated with VBMS to gather more granular reasons and rationale associated with deferred claims
•Trend analysis will be conducted by Compensation Service on deferral data in order to drive nationwide consistency through establishment/clarification of policy and procedure
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Unique Routing
Careful consideration has been given to ensure previously centralized/specialized workload gets routed to the appropriate location (Mustard Gas, Radiation, etc.)
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Controlled Unclassified Information Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only
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Future Phases
•Automated Routing of: Non-Rating Workload Appeals Workload Work Items
•Quality Diagnostic Tool•Evaluation of claims complexity and employee skillset for possible future assignment options
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