VBA Organization and Description

Background
Since the Revolutionary War, America has provided benefits to the soldiers
who helped defend her. This compensation and care was granted by various
laws and administered by different government agencies until the Veterans
Administration was established in 1930.
The Veterans Administration
consolidated all federal veteran aid under a single agency which provided more
continuity in benefits delivery.
As the Veterans Administration grew in size so did the complexity of its
mission to provide service to veterans. In 1988, the Veterans Administration was
elevated to cabinet-level and became the Department of Veterans Affairs.

Current Direction
Veterans Benefits Administration (VBA) is an agency within the Department
of Veterans Affairs that is responsible for the processing and delivery of veteran
benefits. Through 58 regional offices, VBA provides direct monetary benefits,
including disability compensation, pensions, educational assistance, and
vocational rehabilitation. VBA also has guaranteed more than 15 million home
loans and operates one of the world's largest life insurance programs.
VBA is a dynamic organization, constantly changing with new initiatives and
varying work requirements. Because of this, the facility that houses a VA
regional office must provide layout flexibility while maintaining an efficient
operation. There are several work environments in a VA regional office. One is
the public service area that has direct contact with the public and includes
Veterans Services Division, Vocational Rehabilitation and Counseling Division,
and Veterans Service Organizations. A second function and the largest is the
benefits processing and delivery area that processes veterans claims and
ensures benefits delivery. Divisions in this work group include Adjudication,
Loan Guaranty, and Finance. Another function is the administrative and
management operations of the regional office.
These different work
environments have specialized space and layout requirements such as veteran
interview areas, large file banks that require additional floor load bearing
capacity, and Adjudication's "production type" work-flow. Yet these areas must
remain flexible to continually accommodate VBA's constantly changing work
processes.

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VBA Organization and Description

Although not employed by VA, Veterans Service Organizations are also

present at the regional office to assist veterans and their families in applying for
and obtaining VA benefits and often serve as the veteran's representative.
Other VA functions that are often housed at a regional office, but are not VBA
specific, are the Inspector General, Office of Public Affairs, and Office of the
Regional Counsel.

Future Trends
With the Department of Veterans Affairs' focus on customer service, VBA is
beginning to redirect regional office operations toward a case management
approach. This conversion will cause blurring of the traditional division lines. As
an example, the Veteran Services Division and Adjudication Division create a
single team who will service a veteran from his/her initial application for benefits
to the claim's adjudication. To support this concept, VBA's space must be
flexible. Large open bays, an increased floor load-bearing capacity in more
areas to accommodate files, and a traffic flow pattern responding to the new
methods of providing service should be considered during planning. Each
station will develop its own unique scheme to deliver case management service
to veterans due to the building constraints, workloads, etc.; however, there will
be some design criteria that will be consistent throughout VBA.
Due to advancing ADP technology, space requirements for a VA regional
office are changing. The VBA staff is gradually reducing in size and eventually
paper documents will be converted into an electronic format eliminating the large
file banks now required to house claims folders. These changes not only will
reduce the space required to operate a regional office, but will also abolish the
need for the increased floor load-bearing capacity.
Other technological
advancements that will impact the regional office are teleconferencing and
satellite training which will require specialized spaces and equipment.

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Organization Chart
Department of Veterans Affairs

INSPECTOR GENERAL

GENERAL COUNSEL

CHAIRMAN,
BOARD OF CONTRACT
APPEALS

CHAIRMAN,
BOARD OF VETERANS'
APPEALS
SECRETARY
DEPUTY SECRETARY

DIRECTOR,
OFFICE OF SMALL
AND DISADVANTAGED
BUSINESS UTILIZATION

SPECIAL ASSISTANT
TO THE SECRETARY
FOR VETERANS SERVICE
ORGANIZATIONS LIAISON

CENTER
FOR
MINORITY VETERANS

CENTER
FOR
WOMEN VETERANS

UNDER SECRETARY
FOR HEALTH,
VETERANS HEALTH
ADMINISTRATION
173 MEDICAL CENTERS

UNDER SECRETARY
FOR BENEFITS,
VETERAN BENEFITS
ADMINISTRATION
58 REGIONAL OFFICES

DIRECTOR,
NATIONAL CEMETERY
SYSTEM
114 NATIONAL
CEMETERIES

ASSISTANT SECRETARY
FOR MANAGEMENT

VBA Design Guide

ASSISTANT SECRETARY
FOR POLICY AND
PLANNING

ASSISTANT SECRETARY
FOR HUMAN
RESOURCES AND
ADMINISTRATION

ASSISTANT SECRETARY
FOR PUBLIC AND
INTERGOVERNMENTAL
AFFAIRS

ASSISTANT SECRETARY
FOR CONGRESSIONAL
AFFAIRS

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Organization Chart
Veterans Benefits Administration

UNDER SECRETARY FOR

BENEFITS

CHIEF OF INFORMATION
MANAGEMENT

OFFICE OF EMPLOYEE
DEVELOPMENT &
TRAINING

DEPUTY UNDER SECRETARY

FOR BENEFITS

OFFICE OF HUMAN
RESOURCES

OFFICE OF EXECUTIVE
MANAGEMENT &
COMMUNICATIONS

OFFICE OF RESOURCE
MANAGEMENT

EASTERN AREA

CENTRAL AREA

SOUTHERN AREA

WESTERN AREA

REGIONAL OFFICES

REGIONAL OFFICES

REGIONAL OFFICES

REGIONAL OFFICES

Baltimore
Boston
Buffalo
Hartford
Huntington
Manchester
Newark
New York
Philadelphia
Pittsburgh
Providence
Roanoke
Togus
Washington
White River Junction
Wilmington

Chicago
Cleveland
Des Moines
Detroit
Fargo
Indianapolis
Lincoln
Louisville
Milwaukee
St. Louis
St. Paul
Sioux Falls
Wichita

Atlanta
Columbia
Houston
Jackson
Little Rock
Montgomery
Muskogee
Nashville
New Orleans
St. Petersburg
San Juan
Waco
Winston-Salem

Albuquerque
Anchorage
Boise
Cheyenne
Denver
Ft. Harrison
Honolulu
Los Angeles
Manila
Oakland
Phoenix
Portland
Reno
Salt Lake City
San Diego
Seattle

COMPENSATION
&
PENSION SERVICE

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EDUCATION
SERVICE

LOAN GUARANTY
SERVICE

VOCATIONAL
REHABILITATION &
COUNSELING SERVICE

INSURANCE
SERVICE

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Organization Chart
Veterans Benefits Administration Regional Office

DIRECTOR

ASSISTANT
DIRECTOR

HUMAN RESOURCE
MANAGEMENT

MANAGEMENT
ANALYST

LOAN GUARANTY
DIVISION

ADJUDICATION
DIVISION

EDUCATION
DIVISION

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INFORMATION
RESOURCE
MANAGEMENT
DIVISION

SUPPORT SERVICES
DIVISION

VOCATIONAL REHAB.
& COUNSELING
DIVISION

VETERANS SERVICES
DIVISION

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VBA Mission Statement

Mission
The mission of the Veterans Benefits Administration is to provide benefits
and services to veterans and their families in an effective, timely, and
compassionate manner.

VBA Strategic Vision

The core values of the Veterans Benefits Administration lie in providing
quality and compassionate service. As Omar Bradley said, "We are dealing with
veterans, not procedures; with their problems, not ours." As we enter the 21st
Century, VBA will meet new challenges and live up to its values using creativity,
communication, and teamwork.
By the year 2000, the Veterans Benefits Administration will be the most
efficient and effective service delivery organization in the Federal Government.
Benefits and services will reflect the changing needs of veterans and
beneficiaries, while new programs will be developed to meet the critical needs of
the nation. Business practices will be reengineered to capitalize on managerial
and technical innovations. Information will be readily available with simplified
and varied access for both veterans and employees.

VBA Goals
VBA's goal is to become a world class service provider by incorporating
customer feedback into management improvement efforts and business
practices.
1. Establish customer-based performance metrics. VBA will establish and apply
performance standards that reflect customer needs and expectations.
Customer information will be routinely collected to verify the validity of the
measures and appropriate adjustments will be made.
2. Ensure a satisfying and rewarding work environment. The work environment
will be characterized by positive leadership and an empowered workforce.
Training will be provided at all levels to meet technical, developmental and
leadership needs. An effective rewards and recognition system will be
developed that is directly linked to performance metrics and organizational
goals.
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VBA Mission Statement

3. Improve service delivery and benefit claims processing. Reengineering will
be utilized to create a more cross-functional, horizontally structured
organization. Claims processing will be streamlined to eliminate non valueadded activities and reduce rules and regulations. Empowered employees
will have increased decision-making authority and be held accountable for
process outcomes. These organizational changes, along with the application
of new management tools and technology, will allow VBA to improve the
timeliness of claims processing and the overall quality of service delivery.
4. Ensure the best value for the taxpayers' dollar. VBA will strive for the efficient
and prudent use of government resources while working to achieve the full
breadth of its stated goals.

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Building Requirements and Considerations

Vicinity Relationships
The vicinity is the area or neighborhood where the building is located.
The vicinity of a VA Regional Office building should minimally be:

Easy to locate
Accessible by major thoroughfares
Accessible by public transportation
Have a relatively low crime rate
Present a professional environment

Secondary, the vicinity should have:

Relationship to other government agencies in the area

Employee services within a five-block radius

Site Characteristics
The site is the land parcel on which the building sits or will be built upon
and includes the grounds, driveways, and walkways associated with the
building.
An acceptable building site for a VA Regional Office MUST include:

Prominent visibility
Easy access to public transportation
On-site parking provides handicapped parking
Public parking if no on-site parking
Parking for service/maintenance vehicles
Relatively flat site
Not within a 100-year flood plain
Attractive landscaping with low maintenance cost, suitable to
geographic area
Loading dock with truck turn-around area

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Building Requirements and Considerations

Building Orientation
Orientation is how the building is situated on the lot as well as its
relationship to the surrounding neighborhood.
The orientation of a VA Regional Office building should have:

A main entrance facing and/or visible from major highway access

A maintenance/service areas located away from main entrance

Building
This term refers to the actual structure that houses the regional office and
covers both exterior and interior aspects of the building.
In order to facilitate an efficient and effective VA Regional Office layout, a
proposed building SHOULD minimally meet the following standards:

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Support a horizontal versus vertical work flow

Rectangular (avoid long, narrow buildings) with no wings and a
minimum number of floors
The minimum building footprint must support the smallest usable
Adjudication Division or claims processing division layout
Large, open bays to accommodate systems furniture
Optimal column spacing no less than 30' o.c. Column spacing less
than 30' will impact efficiency
Support modern ADP cabling, telephone and electrical
requirements
Above grade floor(s) that support 125 lb live load for file bank (Live
load requirement is requested in all areas where files may be
stored.)
Project a professional image through structure, design, and
finishes
Provide easy access to public areas
Provide separation between public and non-public areas
Loading dock contiguous or with direct access through common
area to VBA space
Freight elevator in multi-story buildings
Clear and comprehensible signage
Automatic glass entrance doors, sliding preferred

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Building Requirements and Considerations

Preferential building requirements include the following:

Contains all public areas on one floor, optimally, the first

Public Areas
These are areas within the regional office that the public has access to
including waiting areas, eating facilities, hearing rooms, agent cashier's
office, interview rooms, etc.
The public areas in a VA Regional Office should meet the following criteria:

Easily recognized and accessed from main entrance

Waiting areas well defined and appropriately sized
Pleasant atmosphere
Well furnished
Accommodate handicapped individuals
Combine waiting rooms of VSD and VR&C when building permits
Interview stations should provide conversational and visual privacy
for veteran without sacrificing employee security
Hearing Room, VR&C testing room, and Counseling Psychologists'
offices have ceiling high partitions and an increased sound
transmission coefficient (STC)
Group Veterans Service Organizations as a separate unit within the
public area. Where layout permits, provide a common waiting area
for Veterans Service Organizations
Glass doors for division entrances

Security
Security and disaster prevention is a major concern in the design or selection
of a building. Aspects to consider are:

Avoid buildings with parking under or adjacent to the building

Walkways, parking facilities, and entrances are well lit
Exterior is free of large and/or dense shrubbery close to building
Adequate distance from roadways/parking to building
Entrance clearly visible

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Building Requirements and Considerations

An Executive Directive, issued June 1995, requires all federal facilities to
conform to minimum security standards as recommended by the Department of
Justice (DOJ). Refer to the DOJ Publication, "Vulnerability Assessment of
Federal Facilities," June 1995, for specific requirements and concerns.

Accessibility
Public Law 90-480 requires all construction, renovation, or leasing with
federal funds to meet Uniform Federal Accessibility Standards (UFAS).

Finishes
Interior finishes in a VBA facility should provide a supportive interior
environment that is respectful of public monies and expresses high quality
design. The solution needs to provide an interior that responds to the regional
elements, supports human performance, and reflects individual characteristics
as well as a relationship to the group and the organization as a whole. The
appearance is one that is user friendly to the employee and the veteran. The
color, texture, finish, and materials need to be selected with the priorities of cost,
life-cycle, maintenance, and durability while retaining a quality appearance.
Optimum principles of good design need to be expressed.
Note: See Finish Schedule (Appendix 5) for suggested finishes.

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Space Programming and Acquisition

Space Programming
The first step of any space action is completion of a space requirements
program; that is, a written document which outlines the specific needs of a
regional office.
This design guide facilitates the necessary data for the major conte nts of a
space program. Major information within a space program includes the
following:
1. An organizational chart.
2. A mission statement.
3. Adjacency requirements between staff and support spaces.
4. All physical space requirements for staf f, office support, and special
function areas.
5. All special construction, electrical, mechanical, and data requirements.
6. A comprehensive personnel listing arranged by division, position title, and
grade.
7. A complete furniture inventory.
8. A complete and specific equipment inventory.
Data collection forms designed to assist area and regional offices with the
completion of a space requirements program are included in the design guide
appendices.

Space Acquisition
The second step in a space action is acquisition. There are a number of
options available to VBA for acquiring space: GSA Assignment, VA Lease, VA
Construction, and Enhanced-Use.

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Space Programming and Acquisition

GSA Assignment
The Federal Property and Administrative Services Act, as amended, (Title 40
U.S.C., Sec 417 et seq.) gives the Administrator of General Services
Administration the authority to procure and manage real property and assign it to
Federal Agencies. It is through this authority that GSA acquires space for VBA.
Effective October, 1996, GSA has given authority to Federal agencies to lease
their own space if no government-controlled space is available (See VA Lease.)
GSA assigns space to VBA in accordance with Federal Property
Management Regulations (FPMR) Part 101-17, Assignment and Utilization of
Space. Space is assigned within three major categories: Office, Storage, or
Special. Each space classification includes specific standard alterations in
accordance with Appendix A of FPMR 101-17.
Whereas GSA funds all standard alterations according to each space
classification, VBA is responsible for all above-standard alterations. When
acquiring space through GSA, the area and regional office should prudently
review the space requirements program in relation to the standard alterations
provided by GSA to ensure necessary funding is available for all requirements
GSA considers above-standard .
Space assigned to VBA by GSA can be either leased or government-owned.
For a lease procurement, the space program is translated into a Solicitati on
for Offers (SFO). GSA uses the SFO to solicit, negotiate, and, ultimately, award
a lease. Cooperation of the regional office with GSA throughout the lease
procurement process is vital to ensure all of VBA's needs are met. The major
steps in a GSA lease procurement from VBA's perspective are:
1. The area and regional office should conscientiously read the entire SFO
to ensure it parallels the original space requirements program before VBA
approves the document.
2. Once an SFO is issued, advertise d, and offerors respond, GSA will
conduct a market survey of buildings offered for lease. A representative from
VBA accompanies a GSA realty specialist to each building in order to verify the
buildings being considered in the procurement meet VBA's minimum standards
as dictated in the SFO.

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Space Programming and Acquisition

3. In accordance with the SFO, offers are received and negotiated, up to and
until GSA's request for Best and Final Offers (BAFO).
4. GSA awards the lease.
5. Design Intent Drawings (DIDs) are developed. These drawings
generally include full furniture and architectural plans with telephone and
electrical locations. The area and regional office should carefully review the
DIDs for any discrepancies, omissions, or additions. Furthermore, to ensure that
all above-standard alterations detailed in the drawings are acceptable and
funded to alleviate future confusion.
6. Construction Documents (CDs) are issued from the approved DIDs.
These drawings contain full and complete furniture plans, finish schedules,
telephone and electrical plans, construction and demolition plans, and plumbing,
mechanical, structural, and engineering plans. The area and regional office
should confirm that the CDs appropriately mirror the DIDs and contain the proper
finish schedules. The CD phase is the last opportunity for VBA to change the
layout before construction begins and avoid additional charges for change
orders.
Space is built out and VBA moves in.
For government-owned or existing space in GSA's inventory, the space
requirements program is immediately used to develop DIDs and, subsequently,
CDs. As mentioned above, the area and regional office should attentively
review both the DIDs and CDs throughout the planning process.
Note: GSA leasing policy and procedures are currently being revised.

VA Lease
Effective October, 1996, GSA established a new leasing program that offers
Federal agencies the option of continuing to use GSA as their leasing agent for
general purpose space or taking on that responsibility within their own agency.
When a need for space is identified, VA contacts GSA informing them of their
need. GSA then determines if suitable Government-controlled space is
available. If not, VA has the choice to lease the space themselves through the

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Space Programming and Acquisition

Real Property Program Management Staff, obtain a contractor to lease the
space, or have GSA procure the space.

VA Construction
Regional offices can be collocated on VA-owned land. If construction of a
new building is required, it is built as a VA construction project. There are two
types of VA construction: Design-Build and Design-Bid-Build.
Design-Build - construction is a two-step process: (1) Development of a
Request for Proposals (RFP) and (2) Design of construction drawings and
construction.
An architectural/engineering firm (A/E) is selected to develop an RFP. The
RFP conveys the design concept, applicable standards, performance
specifications, design development drawings, interior finish package, and
exterior enclosure package. The A/E that develops the RFP may also assist
VA in preparing the solicitation, review of design-build submittals, and by
participating in the inspections, but shall not participate in the selection of the
Design-Building (D-B) contractor.
Design-Bid-Build - is the construction process used for most VA
construction projects.
An A/E completes schematics, design development, and construction
documents. In addition, this firm performs inspections, reviews shop
drawings and change orders, and develops as-built drawings.
The project is issued for bids. The project is always awarded to the lowest
bidder. The selected contractor constructs the building.

Enhanced-Use
The Enhanced-Use program is a cooperative lease/purchase arrangement
between VA and a private sector entity culminating in a unique partnership
agreement. VA provides non-cash assets such as land, stable market
accessibility, and long-term lease arrangements; whereas, a private developer
offers capital, construction expertise, and business acumen.

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Space Programming and Acquisition

Enhanced-Use allows VA to obtain facilities, space, and services, and /or

money in return for granting long-term leases, up to 35 years, for unused or
underutilized VA property. This space acquisition method requires available
land, a validated requirement, a non-VA user willing to pay for the use of VA
property, available VA money if VA "buys-back" services, and private sector
demand for non-VA uses.

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VBA Conventional Construction Schedule - 59 Months

Design Build

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VBA Conventional Construction Schedule - 69 Months

Design - Bid - Build

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GSA Leased Space Construction Schedule

Schedule shown reflects GSA estimates. Actual times may
vary on a project by project basis.

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