I would disagree with the phrasing that it's “a good thing” and that it's benefiting them to take administrative processes away from them. The view might be that we're helping them by taking more things off their plates, but what you're doing is taking control away from people who actually have face-to-face interaction with the veterans, the clients, and are now being represented by people who don't care.
On December 1st, 2022. See this statement in context.