VA Secretary Doug Collins Signals Major Overhaul as Claims Backlog Plummets, Reform Push Accelerates

Exclusive: Collins details aggressive modernization effort aimed at cutting wait times, expanding outreach, and restoring trust across the Department of Veterans Affairs

WASHINGTON | In a sweeping push to modernize one of the federal government’s largest and most scrutinized agencies, Doug Collins says the U.S. Department of Veterans Affairs is undergoing a fundamental transformation—one already yielding measurable results for millions of veterans.

In an exclusive interview with 'TELL IT LIKE IT IS' Defense News, Collins outlined a reform agenda that has slashed the VA’s disability claims backlog by more than half—from over 260,000 cases to fewer than 100,000—while simultaneously processing more than 3 million claims in the past year alone.

For a system long criticized for delays and bureaucratic inefficiencies, the numbers represent a significant operational shift. But Collins argues the deeper story is cultural.

“The VA only exists if a veteran walks in,” Collins said, underscoring a renewed focus on a “veteran-first” mission that is reshaping internal priorities and frontline decision-making.

From Backlog Crisis to Offensive Posture

With backlog reductions gaining traction, Collins said the VA is pivoting from reactive crisis management to proactive system redesign.

“Instead of being defensive all the time, we can now be offensive,” he said, pointing to initiatives aimed at streamlining services and reaching underserved veterans.

A key element of that strategy is outreach. In the first quarter alone, the VA has engaged more than 100,000 previously unenrolled veterans—many of whom may be at higher risk due to lack of access to care.

The urgency is underscored by a stark statistic: a majority of veterans who die by suicide have never interacted with the VA system.

Cutting Red Tape, Accelerating Access

Central to the reform effort is a sustained attack on bureaucracy.

Collins has targeted hiring timelines that previously stretched beyond 180 days, pushing to reduce onboarding to as little as 30 to 40 days. At the same time, the department is working to simplify its notoriously complex disability claims process—potentially shrinking initial applications from 18 pages to just a handful.

Operational bottlenecks are also being addressed. Internal credentialing delays that once slowed the transfer of medical personnel across facilities have been largely eliminated, allowing faster deployment of healthcare providers nationwide.

The goal: a more agile system capable of responding in real time to veterans’ needs.

Cultural Reset Inside the VA

Collins’ approach extends beyond policy into institutional culture. During site visits, he has challenged staff with a blunt question: “What are you doing that’s stupid?”—a prompt designed to identify inefficiencies and empower employees to eliminate them.

That mindset shift is already translating into operational changes, with increased autonomy for frontline staff and a stronger emphasis on immediate problem-solving.

Trust Gains—and Remaining Gaps

The VA reports veteran trust levels have risen to approximately 82%, a notable benchmark for an agency that has faced years of public scrutiny. Still, Collins acknowledged that rebuilding confidence across the entire veteran population remains an ongoing challenge.

“Not all criticism is wrong,” he said, emphasizing the importance of transparency and direct engagement with veterans.

Strategic Outlook: Standardization and Scale

Looking ahead, Collins is focused on standardizing care across the VA’s nationwide network—ensuring consistent service whether a veteran seeks care in Colorado, Florida, or elsewhere.

The broader objective is to fully leverage the VA’s status as the largest integrated healthcare system in the United States, aligning infrastructure, personnel, and policy under a unified, veteran-centric model.

Bottom Line

If sustained, the VA’s reform trajectory could mark one of the most consequential operational turnarounds in recent federal agency history—directly impacting healthcare access, benefits delivery, and long-term outcomes for millions of U.S. veterans.

“It’s not about what I want… " It’s about what that veteran needs,” Collins said.

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-- By James W. Thomas

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