In a recent government meeting, officials discussed the ongoing challenges surrounding the Department of Veterans Affairs' (VA) Beneficiary Travel Self-Service System (BTS 3), which was intended to streamline travel reimbursement for veterans. Launched in 2020, the system aimed to automate claims and reduce improper payments, but has faced significant criticism for its complexity and inefficiency.

Representatives highlighted that the transition from the previously popular VetLINK kiosks to the new web-based system has left many veterans struggling. The system's rollout was marred by inadequate training and limited user testing, leading to widespread confusion among veterans who rely on timely reimbursements for travel to medical appointments. Many veterans have reverted to using paper forms due to frustrations with the online process, contributing to a backlog of claims.

A report from the VA's Office of Inspector General revealed that as of last year, only 34% of travel reimbursement claims were submitted electronically, far below the target of 80%. Furthermore, the system was only able to auto-adjudicate about 40% of claims, while 100% of bridal reimbursements for community care required manual review. The project's budget has also ballooned from an initial $11 million to double that amount, not accounting for additional staffing costs incurred to manage the backlog.

Despite some improvements noted in recent data, including a reduction in improper payment rates and an increase in auto-adjudicated claims, concerns remain about the system's usability and the lack of a solid governance structure throughout its development. Officials acknowledged that many veterans, particularly those in rural areas, face barriers to accessing the technology required to navigate the new system.

The meeting underscored the need for a veteran-centric approach in future updates to the BTS 3 system. Stakeholders called for the reintroduction of kiosks in facilities, improved on-site assistance, and better communication regarding available resources. Additionally, there were calls to align the mileage reimbursement rate for veterans with that of government employees, as current rates have not kept pace with rising costs.

As the VA prepares to integrate BTS 3 into the broader va.gov platform, officials emphasized the importance of thorough testing and feedback from real veterans to ensure that any changes effectively meet their needs. The meeting concluded with a commitment to ongoing engagement with veterans and service organizations to enhance the travel reimbursement process and improve overall access to care.