Efficient and effective information technology (IT) within the VA is a key enabler of VA’s mission to provide customer service, stability and quality care to our nation’s Veterans. The Office of Information and Technology (OIT) develops, maintains and operates VA’s internal IT systems and services. OIT’s Talent Management Office (TMO) enables OIT to continually evaluate and improve its IT services for VA employees and contractors through TMO’s Customer Service Improvement (CSI) Program. CSI gathers data and conducts research to gain a holistic customer perspective on the service OIT delivers.
- Customer satisfaction measurement and reporting
- Customer service improvement
- Net promoter score measurement
- Data analytics and research
- Customer-facing and internal communications
TMO’s CSI Program performance and quality objectives requires the planning, execution and analysis of monthly survey data and comprehensive annual surveys measuring VA satisfaction with OIT’s services. In addition, the CSI Program presents its findings to OIT leadership and the workforce to support the organization’s customer satisfaction efforts.
We created a unique survey strategy. Team Aptive refined and implemented an anonymous annual survey targeting all VA employees and contractors who use VA IT systems. Our goal is to gauge their satisfaction with those systems, identify specific areas of satisfaction or dissatisfaction and collect longitudinal data across VA regions and facilities. The results of the survey are analyzed using the American Customer Satisfaction Index (ACSI), an internationally-recognized measure of satisfaction within a given population developed and licensed by Aptive team partner CFI Group. We also conduct monthly customer experience surveys to cross-sections of VA to determine trends in user satisfaction as well as a metric called Net Promoter Score – a measure of the percentage who are favorably impressed with the service they receive from OIT compared to the percentage who are unfavorably inclined. Team Aptive analyzes and reports the results of these surveys to OIT leadership, OIT managers and the OIT community through briefings, newsletters and dashboards.
We stood up a communications framework to support and advance the CSI program: Team Aptive created a series of training videos, infographics and newsletters to promulgate best practices for IT Customer Service for use by local IT customer support teams, the national helpdesk (Enterprise Service Desk), and the self-service service request system (YourIT). These materials are based on the Customer Service Improvement program’s “The Eight Habits of Highly Effective IT Professionals”. In the initial six months of the contract, Team Aptive produced scripts and graphics for six training videos (one of which has been filmed and presented through the VA’s online webinar training system), created and distributed to OIT an “Eight Habits of Highly Effective IT Professionals” infographic and published the first edition of a monthly newsletter for the OIT workforce.
As a result of the briefings, newsletter and dashboards, OIT leadership, managers and staff are able to monitor specific business practices to identify those which are producing high-quality results, and which practices have room for improvement. Team Aptive continually monitors industry-wide best practices, compares those to VA’s practices and recommends process improvements to OIT leadership.
Team Aptive received positive responses to our communications and training efforts from OIT managers. Anecdotal reporting from VA Area Managers responsible for IT support at VA facilities indicate they are using these materials to train and motivate their local workforce, and that they are eager to receive additional resources and materials.