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FY24−25 Priority Goal

Disability Claims Digital Experience

Goal leaders

John W. Boerstler

Chief Veterans Experience Officer

Veterans Experience Office (VA)

Mike Frueh

Principal Deputy Under Secretary Benefits

Veterans Benefits Administration (VA)

Charles Worthington

Chief Technology Officer

Office of Information Technology (VA)

George Waddington

Deputy Chief Information Officer, Business Integration and Outcomes Service

Office of Information Technology (VA)

To achieve

VA will improve the digital customer experience (CX) and build trust in VA during the disability claims process.

  • By September 30, 2025, VA will increase the trust score on the Disability Compensation Claims Survey by at least one percentage point from FY 2023 Q4 data.
  • By September 30, 2025, VA will increase available online claim application(s) types at least 25% and enhance claim status capabilities allowing Veterans to respond to requests for information in support of their disability claim online and view two additional correspondence types.
  • By September 30, 2025, VA will improve usability as demonstrated by increasing the number of Veterans who complete an online application in just one session from 50% to at least 70%.