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Accelerating application processing for Veterans with AI technology

September 10, 2025

Key takeaways

The U.S. Department of Veterans Affairs (VA) and Maximus are working together to accelerate application processing to serve more Veterans and ensure those who qualify receive their earned benefits faster. Maximus integrated an AI-powered Medical Records Processing System using powerful commercial technologies to reduce manual processes, increase efficiency and accuracy, and boost service delivery.

Related topics

Customer Experience Cloud Federal Government Modernization

Automating Benefits Application Processing for Veterans

Situation

Through its network of qualified, licensed clinicians, Veterans Evaluation Services (VES) provides high-quality medical disability exams and reports for the VA to enable disability benefits determination for those who have served our country. Surges of applications are not uncommon, and the VA relies on VES to provide timely services across the U.S. and abroad to enable rapid disability determinations.

Challenge

Facing a surge of more than five million disability benefits applications, the VA needed to leverage advanced automation technologies to accelerate and streamline processing.

Solution

VES achieved the VA’s goal by transforming manual processes with AI-powered government solutions, including both in-house software and leading tools from strategic partner Amazon Web Services (AWS). The resulting AI-Powered Medical Records Processing System:

  • Leverages FedRAMP-authorized government cloud solutions to host sensitive and controlled unclassified information (CUI)—accelerating the VA’s mission while elevating resiliency, security, and compliance
  • Simplifies infrastructure management, automates workflows, and promotes consistency of processes to help ensure greater accuracy in medical evaluations and reporting
  • Automates benefits application processing and data extraction to improve efficiency and scalability 
  • Enables digitization and analysis of medical records and benefits application data at unprecedented speed and scale
  • Empowers VA decision makers to focus on reviewing critical medical evidence and customer experience (CX) rather than cumbersome manual processes
  • Helps optimize costs while seamlessly meeting surges in demand to improve service delivery

Trusted partnership, innovative solutions, impactful results.  

AI-Powered Medical Records Processing infographic

Results

  • 9-fold increase in efficiency by reducing manual review times
  • 8-10 million pages of documents processed per day
  • Scalability to 15 million pages of automated document processes per day during peak demand
  • 400 million+ documents processed in under a year 
“Veterans have earned their benefits, and they shouldn’t have to wait due to administrative bottlenecks. By harnessing AI, we’ve transformed how the VA processes medical records—bringing speed, accountability, and scalability to a system that serves those who have served our country.”
Derrick Pledger Chief Digital and Information Officer, Maximus

The Maximus AI-Powered Medical Records Processing System for the VA has automated workflows and accelerated disability benefits application processing at scale.

Interested in learning how Maximus can integrate solutions and services to improve efficiency and accelerate service delivery for better health outcomes? 

Contact us