Strengthening Oversight & Efficiency
Transforming Risk Management and Reporting for the Veterans Benefits Administration
The Story
The Veterans Benefits Administration (VBA) plays a critical role in supporting veterans, their families, and survivors, delivering benefits like disability compensation, education assistance, and more. Within the VBA, the Compensation Service Internal Controls & Risk Management Staff (ICRM) ensures compliance with recommendations from oversight agencies such as the Office of Inspector General (OIG) and the Government Accountability Office (GAO).
When faced with challenges in managing actionable recommendations, outdated data systems, and a high volume of oversight reports, ICRM sought support to improve processes and maintain compliance with federal regulations.
The Problem
The ICRM staff struggled to effectively track and respond to reports and recommendations from OIG, GAO, and the Office of Accountability and Whistleblower Protection (OAWP). One of the primary issues was an outdated and malfunctioning tracker system, which compromised data integrity and made it difficult to maintain accurate records.
Additionally, there was a lack of tools to consolidate data for executive reporting and decision-making, which hindered the ability to provide comprehensive insights to leadership. Inefficient processes for documenting risk management activities and oversight meetings further exacerbated the problem, making it difficult to maintain organized and timely records.
There was also a need for improved coordination and follow-through on recommendations to meet oversight requirements. These challenges ultimately hindered the ICRM staff’s ability to manage risk, track actions, and report to leadership accurately and efficiently.
The Solution
Ibility partnered with the ICRM staff to address these challenges, providing tailored support across three key areas. First, in data tracking and integrity, we redesigned the OIG/GAO/OAWP tracker in Excel, scrubbing outdated data and ensuring historical accuracy. Monthly checks and balances were also implemented to maintain data integrity for future oversight reporting.
In the area of executive reporting and dashboards, we developed a user-friendly Executive Dashboard that distilled complex data into a clear, visual format, enabling leadership to make informed decisions. Additionally, we supported monthly executive briefings by preparing comprehensive reports and summaries, ensuring that all key stakeholders were well-informed.
To improve risk management and documentation processes, we created detailed risk scoring surveys and visual presentations for Risk Liaison meetings, facilitating more informed discussions. We also captured meeting minutes for over 20 key meetings, uploading them to an organized SharePoint system for easy access and reference.
Ibility provided end-to-end support for the Military Services Coordinator Symposium, managing surveys and offering strategic feedback to improve future events.
The Impact
Ibility’s contributions significantly improved ICRM’s operational efficiency and oversight capabilities:
Enhanced Data Accuracy
The redesigned tracker ensured timely and reliable updates, reducing compliance delays and providing a comprehensive historical record.
Improved Risk Management
Clear, actionable insights from risk scoring surveys fostered more effective discussions and mitigation strategies.
Streamlined Decision-Making
The Executive Dashboard became an indispensable tool, enabling leadership to make informed decisions based on accurate, up-to-date information.
Increased Transparency
Well-organized meeting minutes and SharePoint management ensured accountability and easy access to critical documentation.
Event Success
Support for the Military Services Coordinator Symposium provided valuable feedback and a clear roadmap for continuous improvement.
These outcomes helped the VBA Compensation Services team meet external oversight demands while enhancing internal processes and decision-making.
The Conclusion
Ibility’s innovative solutions and attention to detail transformed ICRM’s ability to manage oversight and risk. By addressing immediate challenges and implementing sustainable practices, Ibility enabled the VBA to uphold its commitment to veterans and maintain compliance with federal regulations. The collaboration showcased the power of thoughtful process improvement and strategic partnership, setting the stage for continued excellence in serving those who served.