Paul Lawrence, under secretary for benefits at the Veterans Affairs Department, discusses the new VA website, and his top priorities going forward.
The Department of Veterans Affairs is working its way through a backlog of G.I. Bill claims. Paul Lawrence, VA under secretary for benefits, recently marked 100 days in the role, and says that one of his top priorities is to process these claims. “I talk about it as providing the benefits they earned in a manner that honors their service. So we can talk about holistically about their experience. It is a wonderful, world-class experience that they can tell others about,” Lawrence said. Lawrence says that advances in the private sector have changed the way that veterans want to access their benefits. “Some of the challenges are with technology. The world is changing very fast. The younger veterans are ordering pizzas online, and watching it all happen. They’re ordering packages and wondering why their benefits can’t be delivered,” said Lawrence. “The expectations of us are rising, I think quite frankly, faster than we can respond.”