The Complete McKinsey Report

The full McKinsey Report has now been released on the DVA website.   We have not had the time to analyse it yet, but it should be shared among the veteran and veteran family community as well as to all that support us in the wider whether support network.

DVA's advice is that in summary, the report identifies 11 priority initiatives for implementation to address the claims process and the claims backlog.   These initiatives were selected based on the modelled impact by December 2023.  A further 26 ideas were considered and not prioritised due to the need for significant legislative change, significant and/or costly information system changes, or a limited impact on the backlog within the required timeframe.

The main areas of focus for the initiatives are in:

• supporting veterans to submit complete claims, particularly for conditions that are likely to be approved;
• helping medical providers to supply accurate, timely and complete information to support claim decision-making;
• establishing dedicated tiger teams to complete claims;
• rebalancing the workforce to address movements in claims from initial liability to permanent impairment as required; and
• improving claims processing once complete information is received.

Some initiatives have interdependencies with actions DVA has in train, and actions relating to the Commonwealth Ombudsman’s report of January 2022, on DVA communication with veterans.

Recommended actions from the McKinsey findings that do not require Government approval and are within DVA’s current resources have been progressed, aligned to transformation and other initiatives DVA has in train.

The Report can be found here.