Client Overview and Challenge
The Veterans Benefits Administration (VBA) is the division within the Department of Veterans Affairs
(VA) responsible for delivering a wide range of benefits and services to Veterans, their families, and
survivors across the United States. Even though the VBA was fully staffed (in accordance with its
approved staffing models), it was falling behind in its ability to serve Veterans. So the VBA sought to
optimize staffing across its 56 Regional Offices (RO) and the National Capital Region Benefits Office
(NCRBO). The challenge was to develop a comprehensive staffing model that could accurately reflect
current needs and forecast future requirements based on anticipated workloads.
Actions Taken
Level 4 conducted a comprehensive review of VBA’s business processes and developed optimized
staffing models. We visited facilities across the country, conducted interviews, and analyzed both
historical and newly collected time and motion data. Using statistical techniques and Parametric
Activity-Based Costing (ABC), we developed a staffing model that accurately reflects current needs
and forecasts future workloads. We also provided specific process improvement recommendations
and trained VBA staff on using the new optimization model.
Results and Impact
Our efforts resulted in the creation of a robust, data-driven staffing model that optimized resource
allocation across the VBA’s offices. The model and accompanying process improvements have
significantly enhanced the VBA’s ability to manage workloads efficiently, ensuring that staffing levels
are aligned with actual needs. The strategic policy recommendations and training provided further
ensured that the VBA could sustain these improvements over time, leading to better service delivery
for Veterans and their families.