EDUCATION SERVICE UPDATE

VSO Quarterly Briefing

May 21, 2015

OVERVIEW
FY11-FY14 Trainees/Dollars Paid
Long Term Solution Automation Summary
Long Term Solution Release 6.5.0
Claims Processing Highlights
Education Call Center Highlights
Principles of Excellence Updates

Comparison Tool

Feedback System (Centralized Complaint System)

PL 113-164 Veterans Access, Choice and Accountability Act of 2014

Section 701

Section 702

benefits.va.gov/gibill

FY 2011 FY 2014 Trainees/Dollars Paid

Benefit

FY 11 Trainees
Dollars Paid

Education Programs

Chapter 30

Montgomery GI Bill (MGIB)-AD

Chapter 32

Veterans Educational Assistance

Program (VEAP)

*Chapter 33

Chapter 35

FY 12 Trainees
Dollars Paid

FY 13 Trainees
Dollars Paid

FY 14 Trainees
Dollars Paid

185,220 / $1.4B

118,549 / $932M

99,755 / $775M

77,389 / $512M

112 / $1.3M

76 / $682K

29 / $496K

8 / $359K

Post-9/11 GI Bill

555,329 / $7.7B

646,302 / $8.5B

754,229 / $10.2B

790,408 / $10.8B

Survivors and Dependents

Educational Assistance Program
(DEA)

90,657 / $463M

87,707 / $455M

89,160 / $483M

90,789 / $514M

Chapter 1606

Montgomery GI Bill Selected Reserve

(MGIB-SR)

65,216 / $201M

60,393 / $157M

62,656 / $156M

63,745/ $150M

Chapter 1607

Reserve Educational Assistance

Program (REAP)

27,302 / $95M

19,774 / $77M

17, 297 / $70M

13,784/ $56M

N/A

12,251 / $6.1M

67,918 / $428M

52,288 / $413M

923,836 / $9.8B

945,052 / $10.1B

1,091,044 / $12.1B

1,088,411 / $12.4B

Veterans Retraining Assistance

Program (VRAP)

Total

Note: Dollars may not add due to rounding

As of May 19, 2015, VA issued $51.8 billion in Post-9/11 GI Bill benefit payments to 1,392,677 individuals since
program inception (August 2009)
benefits.va.gov/gibill

Long Term Solution Ch. 33 Only Supplemental Automation Summary

Totals: FY 14
Claims Received :
Fully Automated :
Partially Automated :
% Fully Automated :
% Partially Automated :

benefits.va.gov/gibill

Totals: FY 15 To Date
2,965,980
1,524,570
1,048,709
51.4%
33.1%

Claims Received :
Fully Automated :
Partially Automated :
% Fully Automated:
% Partially Automated:

1,674,853
889,109
562,413
53.1%
33.6%

Long Term Solution Release 6.5.0

LTS 6.5.0 launched on May 18, 2015 implements solutions for
production defects and addresses technical defects to help
simplify both automated and manual claims processing to
include:

benefits.va.gov/gibill

Second Signature for 81-Month Rule

Transfer of Entitlement Source Enhancements
Letters
Awards
User Interface Enhancement

Long Term Solution Release 6.5.0 - Mitigating Circumstances Letters

In general, GI Bill benefits cannot be awarded for any portion of a term in which a
student does not receive a punitive grade
Mitigating circumstances are unanticipated or unavoidable events beyond a
beneficiarys control that lead to the withdrawal from, or failure to complete, one or more
classes with non-punitive grades
Current State: Due to LTS system limitations, we have not been creating debts for all
benefits paid for a term due to a lack of mitigating circumstances
Future State: LTS now includes functionality to process multiple reductions and
terminations, even those reported out of order, thereby allowing for the resumption of
processing for mitigating circumstances
Students (or schools) will be required to submit evidence to substantiate the reason(s)
for being unable to complete course(s) for which a non-punitive is assigned
If not received or approved, all benefits paid for the term will constitute a student
debt
If approved, mitigating circumstances will reduce student debts by allowing for
benefit payments through the last date of attendance

benefits.va.gov/gibill

Claims Processing Highlights

Claims Inventory

FY13

FY14

FY15

Claims Processed
(All Benefit Types)

4.5M

4.3M

2.4M

Original Claims Timeliness

(Average Days to Complete)

26.2

16.7

15.8

Supplemental Claims Timeliness

(Average Days to Complete)

9.7

5.9

5.9

Payment Accuracy

98.7%

98.7%

99.3%

Processing Targets for FY 2015

Claims Processed
Original

Supplemental

March 2015

28,797

294,414

April 2015

29,538

277,229

benefits.va.gov/gibill

Process 4.5 million claims

Continue to improve average days
to complete original and
supplemental claims
Maintain 98% (or better) payment
processing accuracy

Claims Processing Highlights

benefits.va.gov/gibill

Education Call Center Highlights

JD Power External Quality Scores
860
850

844

840

844

840
824

830
820

855

847

809

810
800
790
780

benefits.va.gov/gibill

VA exceeds the government

benchmark of 731
VA exceeds the service industry
benchmark of 811

11

Education Call Center Highlights

JD Power External Quality Scores
Courtesy

Knowledge

April 2015
Courtesy of Representative 9.2

Concern

9.5
9

Representatives Concern 8.6

8.5
8

Knowledge of Representative 8.7

7.5
7

Oct-14

Nov-14

Dec-14

Jan-15

Feb-15

Mar-15

Apr-15

Internal Quality Scores

Overall Quality

Technical Quality

Courtesy - Professionalism

100%
99%

April 2015
Overall Quality

97.62%

Technical Quality

98.80%

98%

Courtesy/Professionalism 96.43%

97%
96%
95%
94%

Oct-14

Nov-14

benefits.va.gov/gibill

Dec-14

Jan-15

Feb-15

Mar-15

Apr-15

11

GI Bill Comparison Tool

Comparison Tool was launched on February 4, 2014, in response to Executive Order 13607
to implement and promote Principles of Excellence. Two additional releases were launched
in 2014. As of May 19, 2015, the Tool has had over 1 million page views and 953k unique
visitors have accessed the Tool.
http://department-of-veterans-affairs.github.io/gi-bill-comparison-tool/

Functionalities of the Tool

Streamlines information into an easy-to-use online tool
Combines resources from more than 17 different web pages and three Federal Agencies
Provides information to calculate benefits and research approved programs
Compares multiple schools
Displays school level complaint data from the Feedback System
Future Releases
Tool Tips

Enhanced print functionality

In-State Tuition Compliance

Data Dashboard

School Certifying Official Contact Information

Detailed Accreditation Information

benefits.va.gov/gibill

Major/Program Type
Credit Transfer Policies
School Profile Page
Veteran Outcome Measures
Feedback Rating

GI Bill Comparison Tool How to Provide Feedback

VBA welcomes feedback on the Comparison Tool and encourages all visitors
to submit feedback by clicking on the Feedback link located at the bottom
of the tools page.

Feedback
If you experience technical issues or have feedback on how we can improve
the GI Bill Comparison Tool, please send us an email at
223D.VBACO@va.gov with Comparison Tool in the subject line. Based on
your feedback, we will be making quarterly updates to the GI Bill
Comparison Tool.
Please note this email is only for website-related issues, all questions
regarding GI Bill benefits should be directed to the Ask a Question section
of our website: www.benefits.va.gov/gibill

benefits.va.gov/gibill

GI Bill Feedback System

On January 30, 2014, VA launched the Feedback System to intake
student complaints concerning non-compliant POE schools.
Total POE complaints received as of May 12, 2015: 1,954 (66%)
Pending: 17 (<1%)
Active: 484 (25%)
Closed: 1137 (74%)
Non-POE complaints received as of May 13, 2015: 1013 (34%)
46 Risk-Based Reviews conducted as of May 12, 2015
6 withdrawals

benefits.va.gov/gibill

GI Bill Feedback System Complaints by Issue

Monthly Trend by Issue

Complaints by Issue

Post Graduation Job Opportunities 2%

Apr-15

Post-Graduation Job Opportunities

Release of Transcripts 3%

Mar-15

Release of Transcripts

131

Transfer of Credits 3%

Feb-15

Transfer of Credits

164

Jan-15

Student Loans

153

Dec-14

Change of Program

185

Nov-14

Grade Policy

193

Oct-14

Accreditation

217

Recruiting/Marketing Practices

281

Refund Issues

353

Quality of Education

513

Other

735

Student Loans 4%

99

Change of Program 4%
Grade Policy 4%
Accreditation 5%
Recruiting/Marketing Practices 6%
Refund Issues 8%
Quality of Education 11%

Financial Issues (e.g. Tuition/Fee Charges) 1054

Other 23%
Financial Issues (Tuition/Fee) 27%
0

benefits.va.gov/gibill

500

1000

1500

Section 701: Extends eligibility for Post-9/11 GI Bill benefits under Fry
Scholarship to the spouses of active duty Servicemembers who die in the line
of duty
Section 701 Progress
October 20, 2014 Section 701 eligibility expansion was announced via VA
press release
October 22, 2014 Deputy Under Secretary for Economic Opportunity sent email announcing the expanded benefit; began promoting via social media;
posted fact sheet to GI Bill website and Choice Act website
October 23, 2014 VA Form 22-5490 (Dependents Application for VA
Education Benefits) published on VAs internet site
November 3, 2014 RPOs began accepting applications
November 5, 2014 Mailed over 6,800 letters to potential beneficiaries
May 15, 2015 RPOs have received 1,077 applications

benefits.va.gov/gibill

Section 702: Requires VA to disapprove programs of education under the Post-9/11 GI Bill
and Montgomery GI Bill Active Duty at public institutions of higher learning if the school
charges qualifying Veterans and dependents tuition and fees in excess of the rate for resident
students for terms beginning after July 1, 2015

Section 702 Progress

October 29, 2014 VAs Under Secretary for Benefits sent letter and compliance guide to state
governors
November 3, 2014 Fact Sheet posted on GI Bill website; email sent to provide info about the
new law
November 28, 2014 Requested deadline for state responses to the letter from VA
December 5, 2014 - Education Service began hosting weekly Choice Act webinars/conference
calls. VA invites all identified state POCs/designees, state Veterans Directors, State Approving
Agencies, and National Council of State Legislators
January 2, 2015 - To avoid disruption to Veterans, VA sent guidance to all public schools to
certify $0 tuition and fees until states become compliant
May 15, 2015 VAs Under Secretary for Benefits sent letter to the non-compliant states
Governors offices advising them of the waiver provisions
May 15, 2015 VA News Release VA Secretary waives resident-rate requirements of the
Choice Act through December 2014

benefits.va.gov/gibill

The Secretary of Veterans Affairs has used his authority to waive the provisions of
Section 702 of the Veterans Access, Choice and Accountability Act of 2014
(Choice Act) through December 2015.

Under Section 702, VA must disapprove education programs at public

institutions for Post-9/11 GI Bill and Montgomery GI Bill-Active Duty (MGIBAD) benefits if a school charges certain individuals tuition and fees in excess
of the resident rate for terms beginning after July 1, 2015.

VA recognizes that the time allotted for states and territories to comply with
Section 702 of the Choice Act is challenging for some states and schools due
to the processes required to make legislative and/or policy changes.

This limited waiver by Secretary McDonald covers programs that are not in
compliance for all terms beginning prior to January 1, 2016, in order to allow
time for non-compliant states and territories to make the requisite legislative
and policy changes.

This action will ensure all GI Bill students are able to continue training at their
chosen institutions.

benefits.va.gov/gibill

States Compliance Status as of May 19, 2015

23 States (AL, AK, AZ, GA, IN, KY, MA, MD, MO, MS, ND, NE, NH, SC, SD, NJ,
NV, NY, TN, TX, UT, WV, and WY) are compliant with Section 702 and were
confirmed by Education Service and Office of General Counsel

11 States and the District of Columbia have formally replied to date and
indicated an intent to comply by July 1, 2015 (DC, HI, IA, ID, IL, MN, MT, NC,
OH, OK, WA, WI)
VA has provided Technical Assistance to 11 of the above mentioned states
(DC, HI, ID, IL, MN, MT, NC, OH, OK, WA, WI)
8 of the Tech Assists VA determined, if adopted, would bring the state into
compliance (ID, IL, MN, MT, NC, OK, WA, WI)
4 states have introduced the bill or amendment to the state legislature (IL,
NC, OH, WA)

benefits.va.gov/gibill

States Compliance Status as of May 19, 2015

11 States and 4 Territories have contacted VA (either asking questions or

requesting more time), but have not issued a formal response to all 3 questions
in the letter (AS, CA, CO, CT, FL, GU, KS, LA, ME, MP, NM, PA, RI, VI, VT)
VA has provided Technical Assistance to 9 of the above mentioned states
(CA, CO, FL, KS, ME, NM, MP, PA, RI)
5 states have introduced the bill to the state legislature (CA, CO, FL, KS,
PA)

5 States and 1 Territory (AR, DE, MI, OR, PR, and VA) responded stating that
the decision and changes will be made below the state level
VA has provided Technical Assistance to 5 of the above mentioned states
and territories (AR, MI, OR, PR, and VA)

benefits.va.gov/gibill

benefits.va.gov/gibill

 VA and SAAs have joined forces to assist

states in implementing the provisions of Section
702
SAAs play the role of force multipliers for 702
implementation
Provide leadership, coordination and progress
status
Once implemented, VA and SAAs will verify
continued compliance with Section 702
requirements

benefits.va.gov/gibill

Contact Us

WEBSITE: www.benefits.va.gov/gibill
FACEBOOK: www.facebook.com/gibillEducation
TELEPHONE: 1-888-GIBILL-1 (1-888-442-4551)

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