Department of Veterans Affairs - History

Department of Veterans Affairs - History

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Department of Veterans' Affairs - one of the Cabinet departments. The department was created in 1989 out of the Veteran's Administration, which had been an independent agency under the President since 1930. The Secretary of Veterans' Affairs heads the department, which operates programs to help veterans and their families. These programs include disability and death compensation payments; pensions; education and rehabilitation; home loan guarantees; burials; and a medical care program.

. .



United States Secretary of Veterans Affairs

The United States secretary of veterans affairs is the head of the United States Department of Veterans Affairs, the department concerned with veterans' benefits, health care, and national veterans' memorials and cemeteries. The Secretary is a member of the Cabinet and second to last at sixteenth in the line of succession to the presidency (the position was last until the addition of the United States Department of Homeland Security in 2006 [2] ). Until the appointment of David Shulkin in 2017, all appointees and acting appointees to the post were United States military veterans, but that is not a requirement to fill the position.

When the post of Secretary is vacant, the United States Deputy Secretary of Veterans Affairs [3] or any other person designated by the President serves as Acting Secretary [3] until the President nominates and the United States Senate confirms a new Secretary.

Denis McDonough is currently serving as the 11th secretary of veterans affairs since February 9, 2021 under President Joe Biden.


Design & Construction

Following the purchase of the partially completed building by the U.S. Treasury Department, a redesign of the intended facades and other minor modifications were made to quickly adapt the building to the needs of the government. The resulting building is an eleven story, V-shaped steel frame structure clad in limestone. The stripped classical design is sparse, especially in its interior, which was designed and quickly constructed to serve as utilitarian office space.

The lower portion of the building, extending from the basement through to the sixth floor, was occupied by the War Risk Insurance Bureau, with the five upper floors devoted to the Railroad Administration.


The Troubled History (and Future) of Veterans' Benefits

Few would disagree that American troops show incredible bravery at war. From World War II to the more recent conflicts in Afghanistan and Iraq, there is no dearth of harrowing accounts from the front lines. But what of those same troops when they return home? The stories often end when their military tour is complete, and suddenly those American heroes are plunged back into civilian life, often with physical and mental wounds that long outlast their service.
The Department of Veterans Affairs, the second largest department in the United States government, was created in 1930 to better address the concerns and needs of these veterans. Known as the VA, the Department operates hundreds of medical centers throughout the country and provides benefits to a population of 23 million veterans. In 2010 the Department occupied approximately 3% of the entire federal budget, and with increasing numbers of veterans requesting federal benefits, this number will likely rise in the future. But with the government tightening its coffers, it is unclear how much will be apportioned to our veterans in the future. Already struggling with accusations of mismanagement and inadequate mental health services, the VA must be prepared to cover a new generation of veterans even without an accompanying rise in funding.
Supporting Our Troops
The VA provides numerous resources to veterans, ranging from help with education to medical care. The programs are largely designed to help accommodate the tough transition many veterans face when returning from war or even dealing with the effects of war later in life. For example, the Veterans Affairs Medical Centers throughout the country provide free healthcare to veterans wounded psychologically or physically overseas. Overall, the VA spends about $50 billion on medical care for veterans, and as long as a veteran can show that his or her problem was incurred during their military history, he or she is eligible to collect disability benefits. Pensions and income assistance are targeted to help those veterans who have difficulty finding an occupation after service or have injuries that leave them unable to work.
One of the more popular programs was introduced through the historic G.I. Bill in 1944. This legislation paid for veterans’ higher education, a program that both encouraged many individuals to enlist and allowed veterans to better reintegrate into the job market. In 2010, educational benefits reached the highest amount ever since the program’s inception.
For some, the VA facilities become a part of their lives for more quotidian reasons. Larry Cooper, a veteran who served as a Petty Officer Second Class with the Coast Guard from 1960 to1964, takes advantage of the gym at his local VA branch. He says that he hasn’t even looked into many of the other benefits that may be available to him.
Navigating the Bureaucracy
Given its ambitious goals, the VA is no smooth operation. Criticism of the VA in the past few years has included inadequate facilities, difficultly obtaining promised services, and a general lack of mental health care for troops.
A recent internal audit of its Regional Disability Compensation Offices found that approximately 23% of disability claims were incorrectly processed. The VA also found that errors incurred processing claims for the most serious disability cases alone could cost the federal government $1.1 billion.
The ultimate cause of many of these errors is likely something the VA has little control over: the sheer scope of the task at hand. One example is the medical benefits given to veterans. Henry J. Aaron of the Brookings Institute pointed out in testimony to the House Committee on Veterans Affairs in 2007 that the Veterans Health Administration, a part of the VA, “faces an unusually difficult challenge—it must deliver an extraordinarily wide range of services to highly diverse populations.” Some are recovering from catastrophic injuries, ranging from spinal cord damage to amputated limbs, while others far more minor concerns.
The fight for appropriate post-traumatic stress disorder care is also frequently at the forefront of veterans’ criticism. Among Vietnam veterans, approximately 30% experienced some form of PTSD following their service. The VA, however, was slow to act on adding PTSD care to its budget, even after greater research in the new millennium allowed for greater treatment of the disorder. Only after significant pressure from the public and numerous advocacy group has the VA begun to make a concerted effort to fund more programs aimed at combating PTSD.
Robert Stevens, director of the City of Cambridge’s Department of Veterans’ Services, is confident in the VA’s mission to help veterans returning from war with PTSD. According to Stevens, the VA is “the premier organization that has the appropriate medial research and models that they apply to our veterans that are coming to us with PTSD.” The current problem, Stevens says, is not a lack of resources on the part of the VA, but rather the stigma attached with seeking care, whether for PTSD or other disabilities.
Future Budget Strains
Of course, all these programs come at a cost. The numerous programs and expanded mental health care will surely increase the strain on future budgets, even as the department grapples with internal troubles. Although projections from the Office of Management and Budget suggest that federal spending on veterans’ benefits will only have moderate increases in coming years, it is 30 years in the future that worry budget experts the most. The U.S. is likely to experience the real cost of the wars in Afghanistan and Iraq in terms of veterans care decades down the road.
But the money covering veterans’ benefits may also fall under greater scrutiny as the government attempts to address calls to slim a ballooning budget. For now, the government’s 2011 debt deal leaves much in doubt for what has often been regarded as a sacred cow of the federal budget. But with over $2 trillion expected to be cut from the budget, it’s more than possible that veterans’ benefits take a hit in the slashing spree.
Design by Melissa Wong


Department of Veterans Affairs - History

Connecticut has provided care for Veterans and their dependents for over 140 years. The first home was founded on July 4, 1864, and it was known as Fitch&rsquos Home for Soldiers and their Orphans.

Benjamin Fitch, philanthropist of Darien, established the home for Civil War veterans and for children whose fathers were killed in that war. The complex of buildings included a hospital, chapel, library, residence hall, and administrative facilities.

From 1864 to 1940 the Fitch Home served the needs of hundreds of orphans and thousands of men who served their country in various wars. Over two thousand of those veterans now rest in the Spring Grove Cemetery in Darien.

The Fitch home became the Connecticut State Veterans hospital in 1940 and relocated to Rocky Hill, Connecticut.

The Fitch Home for Soldiers and their Orphans was established by Benjamin Fitch, one of Darien&rsquos more dynamic citizens. Prior to the Civil War, this wealthy bachelor had left Darien for New York only to return several years later as a dry goods magnate and one of America&rsquos first millionaires. At the age of 51 he retired and devoted his life to philanthropy.

Benjamin Fitch, being too old to fight in the Civil War, helped organize a Regiment from this area (124 Darien Residents served in the 28th Regiment, ten died, one at Andersonville Prison). Mr. Fitch promised to care for the families of soldiers in this and other Regiments. This concern led to the establishment of the Fitch Home for Soldiers and their Orphans in 1864. Benjamin Fitch donated the original five acres and $100,000 for the construction of the Home. Shortly thereafter, four two-story buildings were erected on five acres, and the Home was dedicated on July 4, 1864 by the renowned Horace Greeley, Editor of the New York Tribune. Benjamin Fitch&rsquos Home also received the support of General Grant and President Andrew Johnson.

By 1865 the Trustees of the Home decided that Civil War orphans needed the Home more than Civil War soldiers. In time, 80 orphans resided at the Home. A special preference was given to Darien orphans and needy children. On October 7, 1867, the Town voters decided to pay "each child of the Town of Darien in Fitch&rsquos Home one dollar per week&hellip" Benjamin Fitch also opened bank accounts with a deposit of $5 for each orphan residing in the Home. When these Civil War orphans grew up, the Fitch Home was once again used by soldiers. The Home itself was expanded to include a fine brick building intended to serve as a library for over 5,000 books and as an art gallery for the edification of tough, battle-hardened veterans of Shiloh and Gettysburg.

Benjamin Fitch died in 1883 at the age of 81 and is buried in the Fitch vault beneath St. Luke&rsquos Episcopal Church. In his last will and Testament, Fitch left an additional $14,500 to the Home. Following his death, conditions at the Home deteriorated. On January 15, 1887, seventeen voters of the Town petitioned the Selectmen for a meeting to ask the General Assembly for "such legislation as will more fully promote the well-being of the inmates of Fitch&rsquos Home for Soldiers and increase the efficiency of said institution." The petition bore the names of Weed, Hoyt, Mather, Morehouse, Whitney, and others. By 1888, the State assumed responsibility for operating the Fitch Home, and the Soldier&rsquos Hospital Board took over the management of the Home.

In the years to follow, the Fitch Home housed soldiers, sailors, and marines from the Indian Wars, the Spanish-American War, Mexican War and later World War I. Photographs taken of the Fitch Home at the turn of the century show black veterans residing at the Home long before the military services were themselves integrated.

The Home eventually expanded from 5 acres to 12 acres with another 5 acres across the street and 2 more acres at Spring Grove Cemetery. The Home steadily grew from 197 resident soldiers in 1889 to 500 soldiers in 1905 and 547 veterans in 1910.

Anyone living near the Soldiers Home would hear reveille in the morning and taps in the evening. One would also never forget the drum-beat of the long roll when an old soldier died. Taps would be played as the remains passed through the big gates.

In the 1920&rsquos movies were shown twice a week at the chapel of the Home. These movies had no sound and were usually about wild Indians and cowboys. The movies were for the old soldiers and the neighbors in the area. The Soldiers Home also had the first and always the best radio in the neighborhood.

Many Darien residents recall that between World War I and World War II, the Commandant of the Home gave an address on Memorial Day. Several hundred veterans would march from the Fitch Home down Noroton Avenue to the Spring Grove Cemetery. The soldiers march wearing their Civil War blue uniforms with black hats, or the younger veterans in their Khaki uniforms, rank after rank of them, all very somber and thoughtful. The disabled veterans came in buses. The spirit of Memorial Day was never stronger in Darien. Here were hundreds of veterans marching to pay their respects to fellow veterans. There are over two thousand soldiers buried at Spring Grove Cemetery.

In the Memorial Day Parade the veterans were followed by the American Legion, Ernest F. Sexton Post 51, then by Boy Scouts, the Umberto Society and service clubs such as the Kiwanis Club. Darien&rsquos three volunteer fire departments would bring up the rear along with the Fitch Home ambulance. The Grand Marshal and his guests would review the parade at the Noroton Heights Fire House, then located on Linden Avenue. After the parade an Italian-American Band gave concerts at the Soldiers Home.

During the 1920&rsquos Colonel Henry J. Seeley had the Soldiers Home all spiffed up. The place was painted inside and out, several maple and spruce trees were planted around the grounds and there was plenty of room for the 250 veterans or so who by then lived there. Colonel Seeley was himself a veteran of the Civil War and is said to have run a tight operation.

By 1929 the State Veterans&rsquo Home Commission was responsible for the management of the Fitch Soldiers Home. At that time, there were only 117 veterans in residence. In 1931, the Fitch Home was expanded. The hospital was enlarged and two new dormitories were constructed. This expansion increased accommodations from 375 to 500 veterans in The Home itself and another 250 veterans in the hospital unit. During the Depression in the 1930&rsquos, soldiers flocked to the Fitch Home. In 1932 the number of soldiers in residence had increased to 1,000. Overcrowding was particularly severe during the cold winter months. Even the chapel was used for sleeping quarters with everything being cleaned up for church services. In 1934 the State Veterans Home Commission complained to Governor Wilbur Cross about the crowded conditions.

Even while the Soldiers Home was being expanded, its days were numbered. In October of 1931, the Veterans Home Commission voted to abandon the Fitch Home and seek a site of not less than 150 acres elsewhere in the state.

The Darien Review reported that on January 31, 1935, Civil War veteran Elvie Howe died at Fitch&rsquos Soldiers Home. Elvis Howe was 99 year old. As of 1935, there were still three Civil War veterans living there. The Soldiers Home boasted having a card and smoking room, a pool-billiard room with four tables, a barber shop, laundry, and bakery on the premises. There was also a library of several thousand volumes when there was no public library in Town.
When the Home was closed, residents included one Civil War veteran, one Indian War veteran, 50 veterans of the Spanish War, 10 of the Mexican War and 499 veterans from the Great War (World War I). The Last Commandant at the Fitch Home was Colonel Raymond F. Gates. Major Grover Sweet was chief medical officer who served along with Captain Frank D. Walsh.

The soldiers moved out on August 28, 1940. The last living Civil War veteran at the Home, Edmund Kleespies (97), went down to the train along with William Cassidy (87) who was a veteran of the Indian Wars. It was raining like the dickens and vans brought the soldiers down to the Noroton train station. A special train of 4 coaches and 2 baggage cars took the soldiers to their new home at Rocky Hill.

Foot Note: The above information was copied from an article written by Edmund F. Schmidt.

Since opening in 1940 the current Home has gone through many changes. The original land sold to the state by the Gilbert Family of Rocky Hill consisted of over 150 acres. Currently there are approximately 90 acres left of the original purchase. Over 60 acres was given to the Town of Rocky Hill by the General Assembly for the formation of a park. We have 40 buildings on the campus located at 287 West Street in the Town of Rocky Hill, CT.

We provide general medical care for veterans honorably discharged from the Armed Forces. We have a Health Care Facility with approximately 180 beds that provides extended health care to veterans through physical therapy, occupational therapy, respiratory therapy, Alzheimer unit, and hospice care.
We have a domicile with approximately 483 beds available that provides residents with a continuum of rehabilitation care. Veterans receive substance abuse treatment, educational and vocational rehabilitation, job skills development, self-enhancement workshops, employment assistance and transitional living opportunities.

Sgt John L. Levitow (USAF) Veterans Health Center
Dedicated May 22, 2008

On May 22, 2008 we celebrated the Ribbon Cutting and Dedication of the new Sgt. John L. Levitow Veterans Health Center, a state-of-the-art, long-term healthcare facility and the first new construction on the campus in over sixty years. We have also replaced the 64 year old water system with a new state-of-the-art water system and we are currently renovating our domiciles.


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Along with Remy, the hold is preventing confirmation and swearing in of Matthew Quinn, picked to serve as under secretary for memorial affairs Maryanne Donaghy, nominated to lead VA’s whistleblower protection office and Patricia Ross, selected to be assistant secretary for legislative affairs.

The practice of anonymous holds allows any individual senator to indefinitely delay nominees for any reason. Placing holds on nominees for issues related to their background or concerns over their past comments is common in the Senate, as is holding up nominees for unrelated policy question responses or overdue congressional inquiries.

But Tester criticized Blackburn for the move.

“If Senator Blackburn wants more information on how much legislation costs, maybe the senator shouldn’t hold the nominee tasked with getting that information from VA to Congress,” he said.

“If you want to hold VA accountable today, this is not the way to do it. If you want a VA that can function, then we have to have their staff in place.”

Blackburn’s concerns center on the Comprehensive and Overdue Support for Troops (COST) of War Act, which would lessen the documentation needed to prove the connection between overseas burn pits or other toxic contaminant exposures and veterans’ eligibility for disability benefits payouts later in life.

VA and congressional officials have not offered a cost estimate on the package, but several GOP lawmakers have warned that the benefits could run into the “hundreds of billions of dollars” in years to come.

The measure is one of two major toxic exposure bills under debate in Congress, and was passed unanimously last month by the Senate Veterans’ Affairs Committee. Blackburn is on the committee and voted to advance the measure (and advance the four nominees, at the same meeting) but expressed concerns about the potential cost and scope of the bill.

“This bill will require VA to completely reshape the way it processes toxic exposure claims and will establish a presumption of service connection for multiple diseases,” she said at the mark-up.

“Does VA have the capacity to absorb the provisions in this legislation? Probably not. How long will it take to implement it? These are simple answers to questions the committee has yet to receive from VA.”

NCAA leader nominated for VA deputy secretary post

Donald Remy, an Army veteran and chief operating officer for the sports league, was picked to serve as the second-highest official in VA.

However, Blackburn at the time also agreed to drop her concerns and allow the bill and nominees to move ahead, with the understanding that committee officials were discussing the issues with department leaders.

That decision changed sometime in the last month.

In a statement, VA press secretary Terrence Hayes said, “it is extremely important and necessary that these leaders arrive at VA as quickly as possible. They serve in critical roles at the department, roles that will only help us in our efforts to deliver the absolute-best health care and access to benefits to veterans.”

Tester said he will continue to fight to move the nominations.

“If we don’t want to confirm well qualified nominees, then why don’t we just shut down the VA?” Tester asked. “Doesn’t make a lot of sense to me. And in the process, veterans suffer.”


Department of Veterans Affairs - History

History of research projects on Veteran Facing Tools

This does not include research for Appeals projects, which is stored in different repos.

Updating This? Follow this format:

Date: Research Study Name** (H4 Level)

  • Number of participants
  • Link to the research folder for this study (everything should live in here - research plan, convo guide, notes, synthesis, report. If these do NOT live here, please add the appropriate other links.)
  • List of keywords

June 14th: Virtual Agent Veterans with a disability interviews

Virtual Agent, Lead Researcher: Shane Strassberg

List of keywords: Veterans, Virtual Agent, Chatbot, Disabled, Visual impairment, Accessibility

June 1st: Virtual Agent Proof of Concept

Virtual Agent, Lead Researcher: Shane Strassberg

Number of participants: 100

List of keywords: Veterans, Virtual Agent, Chatbot

May 17 - May 25: Emergency Care Mashup

Facilities Team, Lead Researcher: Nick Osmanski

  • NUmber of participants: 9 (8 Veterans, 1 caregiver)
  • List of keywords: Veterans, facility, locator, emergency care, search, locations

Caregivers, Research Lead: Dené Gabaldón

  • Number of participants: 1 pilot, 8 participants (6 Veterans, 3 POAs)
  • List of keywords: Veterans, POA, health care, application

April 26 - May 5: Baseline Wayfinding on VA.gov

Public Websites, Lead Researcher: Cindy Merrill

  • Number of participants: 13 (8 desktop, 5 mobile 1 screenreader user)
  • List of keywords: Veterans, wayfinding, VA.gov home page, site search, Find a VA Form, Resources and Support, accessibility

April 26 - April 30 Virtual Agent Branding Interviews

Virtual Agent, Lead Researcher: Shane Strassberg

  • Number of participants: 16
  • List of keywords: Veterans, Virtual Agent, Chatbot, Voice, Tone, Branding

April 22 - April 18: Medical Copayment Debt Portal Enhancement Discovery

Debt Resolution, Research Leads: Rebecca Walsh, Riley Orr

  • Number of participants: 11
  • List of keywords: Veterans, Veterans Health Administration, Veteran Patient Statements, copays, health care, debt, financial assistance, Pay.gov

April 12 - 13: 1010-CG Round 2 Sign as Representative Usability Testing

Caregiver Team, Lead Researcher: Shawna Hein, Dené Gabaldon

List of keywords: veterans, caregivers, representative, POA, upload

April 8 - 13: Check-in (Veteran-facing) Remote Discovery Research

Healthcare Experience, Lead Researcher: Kristen McConnell

Number of participants: 11

List of keywords: Veterans, appointments, check-in, pre-check in, virtual appointments, kiosk, staff members, text message check-in, digital check-in, medical appointments, lab tests, pharmacy, contact information, next of kin, insurance, beneficiary travel mileage

March 22 - April 5: Board Appeals (NOD) usability testing

Claims and Appeals, Lead Researcher: Christian Valla

Keywords: Board Appeals Notice of Disagreement

March 18 - April 9 2021 : Vet Center Services Unmoderated Taxonomy Study

VSA Facilities, Lead Researcher: Leyda Hughes (Ad Hoc)

  • Number of participants: 41
  • List of keywords: Vet Centers, mental health care, PTSD, health services, counseling, transition care, keywords

Feb 22 - Feb 26: My VA 2.0 usability testing

Authenticated Experience, Lead Researcher: Tressa Furner

Feb 16 - Feb 19: Health Record (Medications, Allergies, and Immunizations)

Health care Experience/Questionnaires, Lead Researcher: Kristen McConnell

  • Number of participants: 7
  • Keywords: health care, medications, immunizations, allergies, questionnaires, patient portal

Feb 15 - Feb 19: Mobile Facility Locator Usability Study

VSA Facilities, Lead Researchers: Christian Valla + Laurel Lawrence(Ad Hoc)

Feb 9 - 12: Comparison Tool Redesign Research

Booz Allen: Amy Knox, Jen Jones, Emma Waters

  • 12 Veteran/non-Veteran beneficiaries recruited: 8 desktop, 4 mobile (50% participation rate: 4 desktop, 2 mobile)
  • Keywords: Comparison Tool, school search, school comparison

January 27 - February 8, 2021: VA.gov Search Usability Study

VA Global Search, Lead Researcher: Megan Gayle

  • Number of participants: 10
  • List of keywords: Global Search, Find a Form, Find a Facility, On-site Search

Januray 29 - Feb 4, 2021 : Vet Center Product - Usability V2

VSA Facilities, Lead Researcher: Leyda Hughes (Ad Hoc)

  • Number of participants: 11 (10 Veterans, 4 Vet Center clients, 1 Army reservist)
  • List of keywords: Vet Centers, mental health care, facility detail page, locations

Jan 21 - Feb 05: VAOS Appointments List Usability Study

VA Online Scheduling, Lead Researcher: Peter Russo

Dec 14-18: All "Primary care questionnaire" MVP Workflows Research

Health care Experience/Questionnaires, Lead Researcher: Kristen McConnell

  • Number of participants: 10
  • List of keywords: Veterans, Questionnaires, Upcoming appointment, Primary care, Health care, Usability testing, Text Messages, Email, Notifications

December 14-17: Keep Me Informed Usability Testing

Office of the CTO. Lead researcher: Lauryl Zenobi

Number of participants: 11

Keywords: covid-19 vaccine, vaccine updates, coronavirus

December 14 - December 18: IRIS Usability Testing

IRIS Redesign. Lead researcher: Rachel M. Murray

Keywords: IRIS, contact us form, inquiry

December 9-16 : Vet Center Product - Usability V1

VSA Facilities, Lead Researcher: Leyda Hughes (Ad Hoc)

  • Number of participants: 9 (All Veterans, 2 Vet Center clients)
  • List of keywords: Vet Centers, mental health care, facility detail page, locations

Nov 30- Dec 7th: Direct Deposit for Edu

Authenticated Experience, Lead Researcher: Jim Adams

  • Number of participants: 5
  • List of keywords: Direct Deposit, compensation, pension, benefits, education, change, update

November 19 - December 15: 526 Usability test (PTSD flow)

*GovernmentCIO, BAM 1. Lead researcher: Christian Valla

-16 participants (4-8 therapists / social workers. 8-12 veterans)

November 18 - November 24: Medallia Usability Testing

VSP Contact Center Team. Lead researcher: Ian McCullough

November 13 - December 7: Community Care Provider Selection Research**

November 6 - November 20: Community Care Request Manager Research

*GovernmentCIO, VSA Facilities, Lead researcher: Chris Logan

-7 participants (6 CCRMs / 1 CCRM Supervisor)

November 3 - 6: Comparison Tool Redesign Research / School Ratings

Booz Allen: Amy Knox, Jen Jones, Emma Waters

  • 8 Veteran/non-Veteran beneficiaries
  • Keywords: Comparison Tool, Veteran ratings, school selection

November 2 - 4 : Wizard Migration Usability Study

Public Websites: Liz Lantz, Christian Valla, Megan Gayle, Josh Kim

September 17 - November 9 : IRIS / Contact Center Content Process Research

Public Websites: Liz Lantz

  • 31 participants
  • Keywords: Call center, contact center, content governance, IRIS, Oracle Service Cloud, help desk, GI Bill help desk, MHV technical support, LEAF

October 15 - 27: Comparison Tool Redesign Research

Booz Allen: Amy Knox, Jen Jones, Emma Waters

  • 10 Veteran/non-Veteran beneficiaries, 5 School Certifying Officials, 20+ stakeholders
  • Keywords: Comparison Tool, school search, school selection

October 15 - 19 : Usability Testing the MVP Upcoming Appointment Questionnaire

Ad Hoc: VSA Health care Experience/Questionnaires, Kristen McConnell

  • 8 participants
  • Keywords: Veterans, Questionnaires, Upcoming appointment, Primary care, Health care, Usability testing

September 30 - October 16 : Vet Center - Veteran Client - Discovery Interviews

VSA Facilities, Lead Researcher: Leyda Hughes (Ad Hoc)

August 20 - November 30: UAT testing. HLR and BDD.

*GovernmentCIO, BAM 1. Lead researcher: Christian Valla

August 31 - September 11: Learning center nomenclature card sort

Public Websites: Liz Lantz

Keywords: categorization, nomenclature, tags, categories, audience, topics, labels, content authoring, tier 2, benefit-adjacent, VA account and profile, Records

August 20-28 : Vet Center - Outreach Specialist - Discovery Interviews

VSA Facilities, Lead Researcher: Leyda Hughes (Ad Hoc)

August 19-20: VA.gov mobile study (mobile month)

VSA: Shawna Hein and Liz Lantz

  • 6 participants Keywords: mobile usability, mobile header, navigation, more in this section, right rail, claim status, facility locator, map view, alert usability

August 10-14 Patient Generated Data Discovery Research

VA Lighthouse APIs: Lauryl Zenobi

  • 9 participants Key words: Veterans, Clinicians, PGD, Wearables, Data-sharing, Clinical workflows

CTO health team: Ryan Thurlwell

  • 6 participants (out of 8), 1 round
  • COVID-19 COVID vaccine clinical trials research registry medical trials medical research

August 3-7: IRIS general Discovery Interviews

*ThoughtWorks: Rachel M. Murray

August 3-5: Learning Center MVP Usability Study

Ad Hoc: Public Websites, Liz Lantz

July 7-30: VAOSr and Express Care

Keywords: vaos, vaosr, online scheduling, express care, covid, coronavirus, user research, usabilty testing

July 13-16: Facility Locator - Urgent Care Mashup (usability test)

Ad Hoc: VSA Facilities, Leyda Hughes

July 6-9: VA Form 22-10203 - Apply for Rogers STEM Scholarship, Round 2

Booz Allen: Amy Knox, Cindy Cruz, Jen Jones

July 1-10: Connected Accounts (privacy, consent and authorization) - Lighthouse

*Ad Hoc: Carey Otto, Evangeline Garreau, Maria Vidart-Delgado

June 25-29: Claim status tool. Usability test / Collaborative design exersise

*GovernmentCIO, BAM 1. Lead researcher: Christian Valla

June 22-24: GI Bill Comparison Tool - School Ratings Discovery Interviews

Booz Allen: Amy Knox, Cindy Cruz, Jen Jones

June 10-15: Facility Locator - Operating Status Study

Ad Hoc: VSA Facilities, Leyda Hughes, Aricka Lewis

June: Usability testing for Form 21-686c / staging environment

eBenefits: Nicolaus Wygonik, Jim Adams

Keywords: Depandents, Depandants (British), 686, Form 21-686, Claims, Usabilty Testing

June 3-5: VA Form 22-10203 - Apply for Rogers STEM Scholarship

Booz Allen: Amy Knox, Cindy Cruz, Jen Jones

May 18: Covid-19 screening tool

Keywords: covid, coronavirus, screener, mobile, user research, usabilty testing

May 11-15: My VA Redesign discovery (formerly logged-in homepage discovery)

Authenticated Experience, Liz Lantz

Keywords: My VA redesign, personalization, dashboard, notifications, alerts, co-design, collaborative design, participatory design, generative research

Keywords: express care, virtual care, online appointments, video appointments, urgent care, vaos, covid, coronavirus, user research, usabilty testing

May 06: Comparative analysis. Status tracking

BaM 1, Lead Researcher: Christian Valla

April 27: Previous Research Review: Claim Status Tool.

BaM 1, Lead Researcher: Christian Valla

April 20-30: View my representative (POA)/ View payment history** (H4 Level)

April 15-20: Medical Device Tool Usability Test

BaM2, Rebecca Walsh & Riley Orr

April 6-10: Combining profile and account (Profile 2.0)

Authenticated Experience, Tressa Furner

April 2-20: COVID-19 Information & Chatbot

ThoughtWorks, Todd Stanich

March 18-20: BDD Initial Usability test

*GovernmentCIO, BAM1. Lead researcher: Christian Valla

March 4-6: Facility Locator User Search Expectations

Ad Hoc: VSA Facilities, Aricka Lewis

March 2-4: GI Bill Comparison Tool - Caution Flags & Reducing Veteran Risk in School Selection

Booz Allen: Amy Knox, Cindy Cruz

February 21-February 25: SSO Login Manage Benefits Pages - Alert Box Updates

Bridget Hapner, Martha Wilkes

  • 6 participants
  • Themes and keywords: warning alert, minimize scrolling, consolidate information, multiple CTAs, My VA Health, Cerner, facility registration

February 19-March 6: eBenefits Form 21-686c Add/Remove Dependents Workflows

February 3-4: VA Form 22-1995 STEM Scholarship & Education Routing Wizard Usability Testing, Redux

Booz Allen: Amy Knox, Theresa McMurdo

January 30 - February 3: Yellow Ribbon - Find Participating Schools MVP

Public Websites, Liz Lantz

Keywords: Yellow Ribbon program, benefits comprehension, user search behaviors, search results, education benefits, understanding of benefits, awareness of benefits, tabular data, tables, cards, comparison lists.

January 28 - 29: STEM Scholarship Education Routing

BAH: Amy Knox, Theresa McMurdo

January 27 - 31: VA Form 22-1995 STEM Scholarship & Education Routing Wizard Usability Testing

Booz Allen: Amy Knox, Theresa McMurdo

January 16 - 17, 20-21: VSA Caregiver 1010CG Usability

Ad Hoc: Johnathan Nelson, Shawna Hein

January 16 - 23: VAOS UAT Phase III

January 16 - 23: Facility Locator Urgent Care PDF & Content

January 16 - 17: Facility Locator Urgent Care PDF Testing

January 15 - 22: Higher Level Review Usability Testing##

January 6 - 8: STEM Scholarship Application

BAH: Amy Knox, Theresa McMurdo

December 11 - 16: Facility Locator, Urgent Care Usability Testing

December 9 - 20: VAOS UAT Phase II

December 5 - 12: Medical Device Tool Discovery

AdHoc: Rebecca Walsh, Amida: Riley Orr

December 2 - 10: Global UX, Local Navigation, November/December 2019

November 18 - 27: VAOS UAT Phase I (View Only)

November 18 - 26: Benefits Rated Disabilities / View Dependents Usability Testing

November 18 - 26: Design System GI Bill Learn More Component Testing

November 13 - 15: Authenticated Experience/Personalization: Candidate Address - Override Usability

October 30 - November 6: Pittsburgh Global UX and Navigation

October 28 – November 1: Facility Locator Discovery

October 16 - 17: SCO Content Migration - Moderated Usability Testing

Booz Allen: Amy Knox, Theresa McMurdo

October 4 - 8: VSA eBenefits

Ad Hoc: Lauryl Zenobi, Evangeline Garreau

September 11 - 17 16-19: VA Health Records for Apple UAT - Part I, II, and III **

Alex Kozak, Arman Shariati, Sara Bonner

September 9 - 13: VAOS Usability **

September 9 - 11: SCO Content Migration

Booz Allen: Amy Knox, Theresa McMurdo

September 4 - 9: Direct Deposit UAT **

Authenticated experience: Samara Strauss

August 27 - 30: CARMA Caregiver Discovery **

August 27, 29: Get Care Prototype Usability R1 **

August 22 - 23, 2019: Facility - operating status - Veteran experience

August 22 - 23, 2019: Facility - operating status - author experience

VA.gov CMS team: Lapedra Tolson

August 21 - 28: Higher-Level Review Usability Testing **

August 16-23: Get Care Discovery **

August 14 - 16: GIBCT Sec 107, Round 3 Moderated Usability Testing

August 5 - 16: Personalization 2.0 Separating Service Member Interviews **

August 5 - 12: VSP Onboarding - Round 2 (VSA) **

VSP Platform Support: Layla Soileau

July 24 - July 30: CCN Discovery **

July 10-11: Automation Impact on 526 Usability **

July 9 - 10: GIBCT 107 Remote Moderated Usability Testing **

Booz Allen: Amy Knox, Theresa McMurdo

July 8-15: Education End-to-End Experience Usability Testing **

July 8-12: Dashboard 2.0 interviews

Dragons/Personalization: Samara Strauss

July 8-10: Usability Research - GIBCT Colmery Sec 107 - Schools, Branches & Extensions

BAH Team, Research Lead: Amy Knox, Theresa McMurdo

June 20 to July 3 2019: Usability Feedback Sessions - Discovery for MVP AMA Forms Veteran Facing tool.

Research Lead: Carola Ponce. Product Lead: Steve Kovaks

June 24-28: Direct deposit usability testing

Dragons/Personalization: Samara Strauss

June 25 - 27, 2019: Facility - usability testing in Pittsburgh

VA.gov CMS team: Eric Chiu, Meghana Khandekar, Ryan Sibley, Lapedra Tolson, Jane Newman, Rachel Kauff, Kate Saul

June 25 - 27, 2019: AX usability testing in Pittsburgh

VA.gov CMS team: Meghana Khandekar, Ryan Sibley, Lapedra Tolson, Jane Newman, Rachel Kauff, Kate Saul

June 20-July 3: Appeals Higher Level Review Discovery Research

Appeals Team, Research Lead: Carola Ponce

June 19-July 2: Urgent Care Usability Study (Under the Mission Act)

DSVA Design/Research, Research Lead: Kevin Hoffman

June 17-24: Education Product Health Dashboard MVP

Platform Analytics & Insights Team, Research Lead: Layla Soileau

June 17 - 21: Exploration of Veterans Perspectives of their VA Health Data

June 17-19: HCA Dashboard updates UAT

Dragons/Personalization: Samara Strauss

June 14-18: Usability Research VET TEC Course Comparison using the GIBCT, Round 2

BAH Team, Research Lead: Amy Knox, Theresa McMurdo

June 10-23: Exploration of Veterans Perspectives of their VA Health Data - In-person & Remote

VEO Team, Research Lead: Jane Newman

June 3-4: Usability Research VetTec Course Comparison using the GIBCT

BAH Team, Research Lead: Amy Knox, Theresa McMurdo

May 20-24: HCA 2.0 User Acceptance Testing

Dragons Team, Research Lead: Samara Strauss

May 20-24: Spanish language, Caregivers

Website Team, Research Leads: Jen Lee & Carola Ponce

May 13-17: Spanish language, Veterans

Website Team, Research Leads: Jen Lee & Carola Ponce

April 16 - May 10, 2019: Facility - Health services IA

VA.gov CMS team: Meghana Khandekar, Kate Saul, Eric Chiu

April 16-19: Dignified Burials Discovery

Team Special Forces, Research Lead: Zach Goldfine

April 10-12: GI Bill Comparison Tool Discovery/Usability

BAH Team, Research Lead(s): Theresa McMurdo, Amy Knox

April 10 – 15: HCA dashboard updates user testing

Dragons, Research Lead(s): Samara Strauss

March 27-29: Platform Research

Platypus team, Research Lead: Emily Waggoner

Unicorns Team, Research Lead: Alex Taylor

March 11 - 20: Sign In + Assistive Technology

Griffins Identity team, Research Lead: Layla Soileau

March 6-12: HCA 2.0 Dupes Usability Testing

March 6-11: VetTec UAT Round 2

BAH Platform Team, Research Lead: Desiree Turner

VA.gov CMS team: Eileen Webb, Kevin Walsh

March 5-15: VA.gov CMS: Office, User Research 1

VA.gov CMS team, Research Lead: Eric Chiu

March 5-9: Health Care Application (HCA) 2.0 Dupes Usability

Dragons Team, Research Lead: Samara Strauss

March 4-8: VetTec UAT (Rescheduled this for March)

BAH Platform Team, Research Lead: Desiree Turner

March 4-13, 2019: OPIA-Administration - discovery

February 27, 28, March 9-6: Vet Tec Usability Round 2

February 28, 2019: OPIA-Administration research - design studio

February 20 - 27, 2019: Facility - usability testing - remote

VA.gov CMS team: Jodi Leo, Eric Chiu, Meghana Khandekar

February 1-25: 526 Modernization Add a New Condition

Unicorns, Research Lead: Katelyn Caillouet & Alex Taylor

February 19-22: Mission Act Community Care Sprint

Mission Act Community Care Sprint Team 2: Sheri Trivedi (OMB) and Lauryn Fantano (DDS)

February 19-21: VetTec Usability

February 8 - March 1, 2019: Facility - Facility IA

CMS and Website Teams, Research Leads: Jeff Barnes & Mikki Northius

  • 211 participants for tree testing the navigation (8-11 February), 348 participants for the close card sort for services listing (26 February - 1 March)

February 5-8: BAH VetTec Discovery

BAH Platform Team, Research Leads: Amy Knox & Theresa McMurdo

January 28-February 1: Servicemember Research

Ad Hoc Website Team, Research Lead: Jeff Barnes

January 22-27: Family & Caregiver Audience Hub Tree Test

VA.gov Website Team, Research Lead: Jeff Barnes & Mikki Northius

January 22-31: Appeals Status V3

Appeals Team, Research Leads: Annie Nguyen & Allyce Husband

January 14-18: Discovery Upload Tool

API Team, Research Leads: Ian Hilton & Julia Elman

January 8-10, 2019: AX Discovery

VA.gov CMS team: Megan Casey, Kevin Walsh

January 8-10, 2019: Facility - Discovery

VA.gov CMS team: C.M. Kennedy, Stephanie Lawrence

November 13-15: Round 2 - Self-Service Tools CTAs

Griffin, Research Lead: Layla Soileau

November 6-16: GI Bill Statement of Benefits Wizard

Rainbows, Research Lead: Katelyn Caillouet

October 22-26: Brand Consolidation Preview.VA.gov Remote Testing with VA-Veterans (WBC Study 8)

Team Hydra, Research Lead: Jeff Barnes

October 15-16: Preview.VA.gov Mobile and Desktop in Durham, NC (WBC Study 7)

Team Hydra, Research Lead: Jeff Barnes

October 8-12: Health Care Application Duplicate Research

Not Affiliated With a Team, Research lead: Samara Strauss

October 8-10: 526 Application

Unicorns Team, Research Lead: Alex Taylor

September 17-21: Brand Consolidation - Preview.va.gov Remote Testing Non-VA Vets

Team Hydra | Research Lead: Jeff Barnes

September 10 - 11: VA.gov MHV Login + SSO Contextual Messages

Griffins Team, Research Lead: Layla Soileau

  • 7 Veterans
  • We talked to Veterans about logging in to VA.gov with MyHealtheVet, DS Logon, and ID.me. The participants evaluated the content and designs of various contextual messages and workflows that users may encounter when attempting to access various health tools.
  • Research Folder

September 7-18: APIs - VA and USA Jobs

API Team, Research Lead: Julia Ellman

September 4-5: Benefits Recommendations

Dragons Team | Research Lead: Samara Strauss

August 27-28: Brand Consolidation - Preview.va.gov Usability in Minneapolis

Team Hydra | Research Lead: Jeff Barnes

August 21 – 27: Chalkmark test on "Find VA Benefits" page

Dragons Team | Research Lead: Samara Strauss

August 15 - August 17: Veteran ID Card landing page - Content and design evaluation

Rainbows Team, Research Lead: Emily Waggoner

  • 8 Veterans
  • We spoke to Veterans about their experiences with Veteran identification cards, and had them evaluate the content and design of the Veteran ID Card landing page. : Includes plan, conversation guide, session notes, and summary

August 2: Benefit Recommendations research at the Pentagon

Dragons Team | Research Lead: Samara Strauss

  • 4 service members, 2 Veterans
  • We spoke to 4 service members and 2 veterans about their perceptions and expectations around being asked "what benefits are you interested in?"

August 1: Handbook Project - AbleVets Community Care Locator Alpha Phase Remote Usability Testing

July 14-16: Disability Claims (526), Self-Service Claims for Increase @ DAV Conference (Reno, NV)

Unicorns Team, research lead: Melissa Schaff

July 15-16: Colmery Act Usability Testing

Rainbows Team, research lead: Emily Waggoner

July 12-16: Brand Consolidation Tree Test 2

Merger Team, research lead: Jeff Barnes

July 12-16: Benefits Recommendations Discovery

Dragons Team, research lead: Samara Strauss

June 26, 2018: Handbook Project - AbleVets Community Care Facility Locator Discovery

Week of June 25: GI Bill Complaint Tool Discovery

Civic Digital Fellows Team + Rainbows Team, research lead: Natalie Moore & Mariam Maranja

June 18 - 20: Brand Consolidation Navigation Tree Test

Merger Team, research lead: Jeff Barnes

Week of June 18: 686 Usability Research Round 2

Rainbows Team, research lead: Emily Waggoner

June 4-8 - MHV Login Flows for ID.me

Griffins Project, research lead: Liz Hunt

May 2-11 - UAT on Personalization MVP

Dragons Project, research leads Lauren Alexanderson + Mel Woodard

May 9-19 - Baseline Testing pre: Rebranding

Merger Project, research lead: Mike Eng

mid-May 2018 - Accessibility Research

Nebula Project, research lead: Elissa Frankle Olinsky

May 29-30, 2018 - Notifications Research

Rainbows Team, research lead: Samara Strauss

Week of 4/23 - 686 Usability Testing Round 1

Rainbows Team, research leads: Judy Spiegel and Elissa Olinsky

April 17 - 25: Brand Consolidation Homepage Design User Research

Merger Team, research lead: Jeff Barnes

April 10-20 - 526-Full Usability

Unicorns Project, research leads: Alex Taylor and Mike Eng

April 9-13 - Social Work and Suggestion Box usability

Nebula Project, research lead: Elissa Olinsky

April 5 - 20: Brand Consolidation "Other Resources" Card Sort

Merger Team, research lead: Jeff Barnes

April 5 - 20: Brand Consolidation Benefit Lifecycle Card Sort

Merger Team, research lead: Jeff Barnes

April 2-6 - Personalization MVP Usability

Dragons Project, research lead: Samara Strauss

Griffing Team, Research Lead: Mike Eng, moderated by Mike Eng

March 12-16 - Notifications Research

Dragons Team, Research Lead: Samara Strauss, moderated by Elissa Frankle Olinsky

March 7-9 - VR&E Usability Research

Rainbows Project, research leads: Mike Eng & Elissa Frankle Olinsky. This study was cut short due to stakeholder blocker issues.

Personalization Card Sort (Mar 8-14)

Dragons Project, research lead: Mel Woodard, synthesis by Elissa Olinsky

January 16-20 - Usability Testing Claims for Increase Prototype

Unicorns Team, research leads: Mike Eng & Alex Taylor

January 9-22 - Education Benefits Information Architecture

Nebula Team, research lead: Mikki Northius & Elissa Olinsky

Veteran ID Card Discovery (Jan 2-12) & Usability (Jan 22-26)

Rainbows Team, research lead: Lauren Alexanderson

Jan 16-20 - VR and E Research:

Rainbows Team, research lead: Elissa Frankle Olinsky

  • This round: 5 Veterans.
  • (Note: This research has been a bit start-and-stop due to stakeholder blockers)

December 6-21: Scheduling Accessibility/Usability Research

Scheduling Sprint Team, research leads: Jeff Barnes & Lauren Alexanderson

Homepage Refresh Usability Research

Kudos Team, research lead: Paris Martin

Week of November 6, 2017: Discharge Upgrade Wizard

Kudos Team, research lead: Natalie Moore

September 29-October 5: VR&E Research

Rainbows Team, research lead: Elissa Frankle Olinsky

October 24-31: Scheduling Disoverability Research

Scheduling Sprint Team, research lead: Lauren Alexanderson, moderated by Melissa Schaff

September 29 - October 2: 526/Disability Compensation, VSOs

Discovery Sprint: Unicorns Team, Research Lead: Melissa Schaff

September 15-26: eBenefits Usability Claim for Increase

Unicorns Team, Research Lead: Laura Cochran

September 9-14: Vets.gov Baseline Research

Sitewide initiative, research lead: Elissa Frankle Olinsky

Login Flow Improvements Rounds 1 (7/31-8/4) and 2 (8/28)

*Kudos Project, research lead:Elissa Olinsky

August 17: 526/Disability Compensation, Veterans

Discovery Sprint: Unicorns Team, Research Lead: Melissa Schaff

Kudos Team, Research Lead: Natalie Moore

June 1-5 - Save in Progress

May 31-June 9 - Appeals Status Testing Round 3

Research lead: Natalie Moore

Late May - Pensions Formative Research

Rainbows Team, Research Lead: Alex Taylor

May 17-24 - Usability Testing VA Letters

Research Lead: Laura Cochran

May 15-18 - Rx Tracking and MHV Account Creation Usability

Kudos Team, Research Lead: Natalie Moore

May 10-12 - GI Bill Enrollment Status

Unicorns Team, Research Lead: Laura Cochran

May - Appeals Usability Testing Round 2

Research lead: Natalie Moore

April 27-May 2 - 5495 and 1990N Education Usability Testing

Research Lead: Alex Taylor

April 19 - Appeals Usability Testing Round 1

Research lead: Natalie Moore

April 18 - My HealtheVet Account Creation Usability

Research Lead: Natalie Moore

April 4-5 - Site Baseline (in-person)

March 31-April 7 - e-Benefits Testing

March 21-23 - Top Nav Treejack Test

Research Lead: Mikki Northius

March 15 - Education 1990E Form + 5490 Form

Research Lead: Alex Taylor

March 7-8 - Facility Locator Usability Research

Research Leads: Em Tav & Natalie Moore

Research Leads: Mary Ann Brody, Mikki Northuis, Laura Elena

February 16-17 - Facility locator & Blue Button

Research Leads: Natalie Moore and Sophia Dengo

Week of January 23 - Form 22-1995 (Education) Research

Research Lead: Alex Taylor

January 18-25 - Navigation & information architecture

Research Lead: Mary Ann Broday, Mikki Northuis

January 12-13 - GI Bill Comparison Tool and Blue Button

Education Research: Sophia Dengo

Missing projects here, need to fill in gaps

Week of December 16? - Education Family of Forms Research

Research Leads: Caitlin Weber & Mark Olson

Week of November 7 - Vets.gov launch week

October 27-28 - Prescription refill & secure messaging

October 20-21 - Claims status and logon usability

October 13-14 - Facility Finder & Logon

September 28-30: Facility Locator

Research Lead: Natalie Moore?

September 21-27 - Education 1990 Usability Test

Research Lead: Alex Taylor?

September 9-16 - Claims Status usability testing

August 31 to Sept. 2 - Branding Research

Research staff: Mary Ann, Mollie Ruskin, Emily Wright-Moore

August 23-24 - Blind Veterans & Accessibility

Research staff: Mary Ann & Courtney

August 22-24 - Secure Messaging Discovery

Research staff: Gina, Angel

  • Participants: 3
  • Observation/ formative research with test account
  • Potentially talk to clinicians, MHV coordinators

August 15-19 – 1990 Education Benefits Discovery

Research staff: Caitlin, Alex, Laura

August 3-26 - Information Architecture Tree Testing

Research staff: Mary Ann, Laura, Mariana

July 28-29 - Disability Benefits

July 8 - Rx Refills Research II

Research staff: Gina, Mary Ann, Laura

June 23 - Rx Refills Research

Research staff: Gina, Alex Y-L (east coast) -- Laura, Angel, Mariana (west coast)


Understanding Veterans Affairs

Within the U.S. Department of Veterans Affairs lie to divisions, the Veteran's Health Administration (VHA) and the Veterans Benefits Administration (VBA).

The VHA is the largest integrated health care system in the United States. It includes 1,255 health care facilities: 170 VA medical centers and 1,074 outpatient sites. VHA serves more than 9 million veterans enrolled in the VA health care program.  

The VBA makes available a variety of benefits and services that provide financial assistance and other forms of help to service members, their dependents, and survivors. The list includes compensation, education and training, life insurance, vocational rehabilitation, and job placement assistance.

The U.S. Department of Veterans Affairs also runs 153 national cemeteries throughout the United States and Puerto Rico, providing benefits for all eligible service members and family members. Burial and memorial benefits include opening and closing of the grave, perpetual care, a burial flag, a headstone/marker, and a presidential memorial certificate.  

Veterans who were dishonorably discharged, as well as the imprisoned and parolees, may not be eligible for VA benefits, and benefits are not available to those with outstanding felony warrants.


The VA's history of setbacks and missteps

A new chapter could be in store for the Department of Veterans Affairs.

On May 18, Trump announced he plans to nominate acting Secretary Robert Wilkie as permanent head of the agency.

If confirmed by Senate, Wilkie would face a long list of issues.

While the VA is rooted in noble intentions, it has been plagued with problems for years.

The VA has faced reports of excessive and contradictory spending, allegations of inadequate health care, a massive backlog of benefits claims and a top leadership position that nobody can seem to hold down.

It hasn't always been this way. The agency was elevated to federal administration status in 1930, with the intention to honor and care for the men and women who served in battle.

Since then, the U.S. has been involved in a growing list of military operations, including the 17-year-long war in Afghanistan. The VA is struggling to keep up as the need for veterans care continues to mount.

Some veterans can't get to care centers because they live too far away. The VA's Office of Rural Health is working to address the problem through solutions like telehealth and transportation services.

Other veterans are facing wait times of months, or even years, just to get an appointment at their VA care center. Rep. Beto O'Rourke, D-Texas, is trying to solve that problem in his own district. In 2015, O'Rourke introduced a proposal to improve the El Paso VA Health Care System. The VA backed the plan and approved it for a pilot test, which O'Rourke says has been going well.

And he doesn't rely on the VA itself to tell him how things are going. O'Rourke's team conducts its own annual survey to gauge how accessible the VA really is to veterans in El Paso.

"We don't trust the VA to tell us how the VA is doing, we trust veterans to tell us how the VA is doing," said O'Rourke, who is running to take on Republican Sen. Ted Cruz this fall.

But the VA as a whole is still facing a long list of problems.

The benefits claims process for veterans is a bit like a game of legal "Chutes and Ladders."

"Veterans have heard stories, but a lot of them are surprised when they encounter the VA," said Jim Vale, assistant director for claims at the American Legion. "The most important thing is to be represented."

Fixing the VA isn't a partisan issue. It's not specific to one demographic group or geographic region. Every U.S. representative has a veteran in their district, and nobody wants to be on the wrong side of the issue.

There's a lot riding on Wilkie's nomination. The VA's new leader will be responsible for the largest integrated health-care system in the U.S., and the well-being of more than 9 million veterans.

— CNBC's Dan Mangan and Amanda Macias contributed to this report.


Center for U.S. War Veterans' Oral Histories

The National Guard Militia Museum of New Jersey is the home of the Center for U.S. War Veterans&rsquo Oral Histories. It is the Center&rsquos mission to collect and preserve the memories of veterans through recorded oral history interviews.

The interviews are recorded on DVD formats and housed at the museum&rsquos Sea Girt location, where they are accessible to researchers and scholars. As part of its program of providing historical information to the public, the museum posts summaries of interviews on their website.

To date, the Center&rsquos collection contains over 600 interviews of veterans of all branches of service from World War II, Korea, Vietnam, Desert Storm, Operation Iraqi Freedom and other American military campaigns.

To access the online archives or to participate in the program, please visit the museum's website.

Acting Deputy Commissioner for Veterans Affairs

Colonel (Retired) Walter R. Nall

Walter R. Nall serves as the acting Deputy Commissioner of Veterans Affairs, New Jersey Department of Military and Veterans Affairs.

In January 2018, he was appointed Director of Veterans Services following his assignment as superintendent of the Veterans Haven South Transitional Housing Program for homeless Veterans located in Winslow Township.

Nall began his military career in 1983 when he enlisted as a private in the Alabama Army National Guard. Upon completing Officer Candidate School, he was commissioned as a Field Artillery Second Lieutenant in June 1986. Nall served in Operation Iraqi Freedom III with the 42nd Division Support Command (DISCOM) in 2005 and in Afghanistan with Special Operations Command in 2011. He retired as a Colonel from the New Jersey Army National Guard after more than 35 years of service.

Nall holds a Bachelor&rsquos degree in criminal justice from Troy State University and a Masters&rsquo of Science degree in management from Liberty University.

Nall is very active with community and fraternal organizations. He is a lifetime member of the Omega Psi Phi Fraternity Incorporated and served as the Basileus (President) of the Delta Upsilon Chapter in Trenton. In addition, Nall is a member of other organizations to include: Veterans of Foreign Wars (Life Member), American Legion, Prince Hall Affiliated 32nd Degree Masons, and the Omega Delta Upsilon Foundation.