During a recent government meeting, officials discussed significant barriers faced by veterans in accessing the Benefits and Services (BTS) 3 system. Key concerns highlighted included the digital divide, particularly in rural areas, where veterans reported dissatisfaction with the system's functionality. Many veterans struggle with the technological requirements, such as setting up accounts through ID.me, which they find confusing and restrictive.

The meeting revealed that only a small percentage of claims are submitted through kiosks, with many facilities still relying heavily on paper submissions. Out of 23 Veterans Integrated Service Networks (VISNs), only nine primarily utilize BTS 3, raising questions about the system's effectiveness and adoption rates. Officials acknowledged the challenges in transitioning to a more automated system, noting that while there has been progress—down from 100% paper claims five years ago—many veterans still face hurdles.

To address these issues, the Department of Veterans Affairs (VA) is working on improving the BTS 3 system and integrating it with existing processes. However, officials emphasized the urgency of finding immediate solutions for veterans awaiting reimbursements, as they cannot afford to wait for long-term improvements. The discussion underscored the need for a more seamless integration of technology to better serve veterans' needs.