3.2: Pension Claims
Process pension claims in a timely and accurate manner to provide eligible veterans and their survivors a level of income
that raises their standards of living and sense of dignity.
Other Information:
Purpose and Outcomes: The Nation recognizes its obligation to veterans who defended the country during wartime. VA’s Pension
Program ensures basic dignity for needy wartime veterans. The purpose of the Pension Program is to provide monthly payments
to needy wartime veterans who are permanently disabled as a result of disabilities not related to military service. The pension
program also provides monthly payments, as specified by law, to needy surviving spouses and dependent children of deceased
wartime veterans. The outcomes identified for the monetary payment of pension benefits are to: • Ensure veterans and their
families get the information and help they need to access, understand, and participate in the Pension Program and related
health care options; • Provide entitled wartime veterans and survivors the income they need to afford the basic necessities
of life; • Ensure pensioners and their families can rely on the financial continuity and stability of VA pension in time of
need; and • Ensure VA pensioners are accorded the dignity and respect earned through a veteran’s service to our Nation during
wartime. The number of veterans and survivors in receipt of pension benefits will decline slightly from FY 2002 to FY 2008.
At the end of FY 2002, there were approximately 346,000 veterans and 228,000 survivors receiving pension benefits. By the
end of FY 2008, VA expects that 335,000 veterans and 184,000 survivors will be receiving pension benefits. Strategies and
Processes: VA will implement the following strategies to ensure veterans and their survivors have a standard of living that
provides for basic dignity in their lives and the delivery of world-class service to wartime veterans: • VA will provide veterans
and survivors with easy access to information and the opportunity to interact with the VA for benefits and services, at a
convenient time and place. • VA has centralized the pension claims process at three regional sites located in Milwaukee, St.
Paul, and Philadelphia. By centralizing the process and using the Virtual VA system, VA is enhancing workforce skills. We
expect to continue an improvement in quality and timeliness of pension claims processing, and ultimately improved veterans’
satisfaction. • Stakeholder involvement is critical in the determination and development of outcomes for all VA benefit programs.
To date, VA has developed interim outcomes for the Pension Program and will finalize these program outcomes and develop performance
measures and targets through program evaluations, program reviews, and further consultations with our stakeholders. External
Factors: • Legislation — Legislation may be required to achieve anticipated program outcomes.
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