In a recent government meeting, concerns were raised regarding the implementation of the Veterans Transportation Program's self-service system, following a May 2023 Office of Inspector General (OIG) report that highlighted significant shortcomings. The report criticized the program for soliciting feedback from a limited group of veterans, excluding those not employed by the Department of Veterans Affairs (VA) and veteran service organizations. This oversight has reportedly hindered the system's effectiveness.

Mister Williams, a representative from the Veterans Transportation Program Office, acknowledged the importance of gathering comprehensive feedback from veterans and related stakeholders before implementing major operational changes. He noted that efforts to improve feedback collection have been ongoing since 2021, although the program continues to face challenges.

The OIG report also pointed out that veterans did not receive training on how to submit claims in the new system until nearly five months after its launch. Williams explained that the initial strategy relied on on-screen help for guidance, which he admitted may not be sufficient for older veterans. He was unable to provide specific data on how many veterans missed out on reimbursements due to the lack of timely training but committed to investigating the issue further.

Additionally, the meeting addressed the removal of mileage reimbursement kiosks from VA medical centers, particularly affecting veterans in rural areas like Wyoming, where access to reliable internet can be limited. Mister Hyman, another official present, conceded that veterans in Wyoming were likely not consulted adequately before this decision was made.

The discussions underscored a pressing need for the VA to enhance its communication and support systems for veterans, ensuring that their voices are heard and their needs met in the development of programs that directly affect them.