One of the key problems with the wait-list manipulation scandal in 2014 was that the VA relied on an antiquated and unreliable scheduling software system. The software was old and susceptible to falsification. New software is more than capable of eliminating those vulnerabilities and improving the VA user experience.
In this day and age, veterans should be able to login, make or cancel an appointment, and check on the status of that appointment with little hassle. The current online system is difficult to use, especially for older veterans.