“The Battle of the Century: Bureaucracy Takes a Victory Lap Over Technology” In the never-ending game of cat and mouse between modern technology and the stalwart institutions of bureaucracy, it’s rare to see the underdog emerge victorious. But, in a shocking turn of events, Albuquerque Journal’s recent article reveals that, for once, the behemoth of red tape has scored a decisive win over the forces of innovation. In a world where speed and efficiency are often the hallmarks of technological advancements, bureaucracy has managed to outmaneuver the digital revolution, at least for now. So, what’s behind this unexpected upset, and what does it mean for the future of our increasingly tech-dependent society? Let’s dive into the fascinating story behind “Score one for bureaucracy in its battle with technology” and explore the implications of this unlikely victory.
The Reality of Regional Offices
Last week, I had the opportunity to visit a Regional Office. As you might know, I’ve worked on a number of benefits technology projects, but until last week, I’d never actually seen an RO up close, in action. And because I hear and read the complaints—because I’m aware many Veterans view regional offices as black holes where their claims go to languish—I decided we should start trying to shed some light on what these offices are, how they work, and how their staffs do their jobs. A good place to start, I thought, would be the office that functions as the national touch point for the Fast Track (see note below regarding Fast Track) claims processing system—Nashville. The Regional office is situated in downtown Nashville, housed in an unassuming Federal building that is also home to part of the Social Security Administration and the Federal Courts.
I was met by Assistant Director Alan Bozeman (who is also the business owner of the Fast Track system) who took me on a tour of the building. VA’s claims processing operation takes up two floors that I saw. My immediate observation, like all my colleagues at Central Office promised, was that my colleagues in the field are literally buried in paper. The picture here is one that VA Chief Technology Officer Peter Levin took when he first visited a Regional Office. I like Dr. Levin a lot—one of his best qualities is his ability to tell a story, which is exactly what I thought he was doing when he showed me this picture the first time. There’s no way everyone’s desk looks like that, is there? I thought there would be one or two VA employees who weren’t so good at processing claims that would have stacks and stacks and stacks of paper surrounding them while the rest had empty desks and were playing Minesweeper and surfing the web. Oh how wrong I was.
Each Veteran who submits a claim has at least, at least, three folders that make up their total claim. As Alan led me first through the rows of cubes occupied by employees who rate claims (who looked like they were going to, at any moment, be crushed by the huge folders surrounding them on their desks) we chatted in hushed voices so as not to disturb them. You could hear Rating Veteran Service Representatives (RVSRs) talking amongst themselves, asking questions and meeting about different claims related issues. I didn’t hear anyone talking about the Monday night football game or the big college games or even the record snow that Nashville had gotten that weekend. It was all business.
We made our way downstairs to the Veterans Service Representative’s area where I was again astounded by the stacks of paper that surrounded my colleagues. The VSRs are the people that do the development of Veterans’ claims; this is the part of the process that takes the longest. While I was on that floor I talked for a long time to a VSR named Chris. Chris probably isn’t much older than me (a spry 27 in case you were wondering) and he speaks really quietly and intently. He told me about his job, which is to review the Fast Track claims that are coming through the system. He maneuvered me through the first couple of steps of a claims folder, explaining the different acronyms and parts of the process.
After we talked Fast Track, I asked Chris what he thought about VBA’s bad rap with Veterans—especially given past media coverage. He looked sullen. He told me that if there were only a few things he would want Veterans to know: The issues that VSRs and RVSRs are working for Veterans are complex, mostly as a result of federal regulation. He doesn’t like the bureaucracy any more than the Veterans waiting for their claims decisions, but he and his colleagues follow the rules very closely and do their jobs as quickly and as efficiently as possible.
A Glimpse into the Operations
The Nashville Office: A Hub for Claims Processing
Meeting Assistant Director Alan Bozeman and his Team
Observations of the Office’s Day-to-Day Operations
Buried in Paper: The Challenges of Claims Processing
The Volume of Claims: A Challenge for VSRs and RVSRs
The Complexity of Claims: Federal Regulations and Bureaucracy
The Human Side: The Emotions and Frustrations of VSRs and RVSRs
The People Behind the Process
Meet Chris, a VSR: Insights into the Development of Claims
The Public Contact Office: Sheila and Dan Help Veterans with Issues
Conclusion
As we conclude our analysis of the Albuquerque Journal’s opinion piece, it’s clear that the author has presented a compelling case for the ongoing struggle between bureaucracy and technology. The article highlights how outdated policies and procedures can stifle innovation, citing the example of a New Mexico government agency’s struggles with digital transformation. The author argues that this battle is not unique to the state, but rather a widespread phenomenon that affects governments and institutions across the country.
The implications of this struggle are far-reaching, with the potential to impact not only the efficiency and effectiveness of government services but also the overall quality of life for citizens. As technology continues to evolve at a rapid pace, it’s essential that governments adapt and modernize their approaches to stay relevant and responsive to the needs of their constituents. The article serves as a wake-up call for policymakers and administrators to prioritize digital transformation and recognize the importance of embracing innovation in the public sector.