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Situation

The U.S. Department of Veterans Affairs (VA), Veterans Experience Office, Multi-Channel Technology (MCT) manages all communications channels between Veterans and VA professionals. From medical check-ups to addressing changes when contacting call centers, information must be accurate and available to both Veterans and employees. MCT has made meaningful progress towards delivering solutions and establishing a robust plan to modernize a complex enterprise environment that includes 1,800 contact centers and more than 40 major initiatives.

Focus Areas
  • Project/Program Management
  • Strategic and Budget Planning
  • Business Analysis and Requirements Elicitation/Definition
  • Testing and Deployment, and Integrated Change Management
  • Transition Plan
  • Quality Assurance Surveillance Plan (QASP)

Need

Under MCT's leadership, enterprise-wide modernization of VA’s network of contact centers requires engaged, collaborative support to address VA’s challenges. VA needs to deliver an exceptional customer experience to Veterans and VA employees. Specifically, MCT needs strategic and development activities that:

  • Reaffirm VA’s dedication to exceptional customer experiences, such as standing up the White House VA Hotline and Patient Advocate Tracking System – Replacement (PATS-R) network.
  • Provide Veterans with innovative self-service tools and navigation.
  • Integrate existing technology with enterprise modernization investments.
  • Improve customer access, experience and program data management through purposeful analytics.

Action

Aptive has been a partner with MCT on its journey to provide exceptional Veteran and VA employee experiences with a focus on going the extra distance to “do what is right for the Veteran.” This includes transforming MCT from its crisis-to-crisis posture in managing production system outages and significant system defects to proactively managing more than 170 milestones, initiatives and dependencies across 40 projects and five strategic priorities. In collaboration with our program partners we took these key actions:

We engaged in change management and adoption processes. We enabled the transition to the Vets.gov / Va.gov platform. This provided Veterans with the choice of online and remote access and employed an operational support model for all sustainment systems within the MCT portfolio.

We implemented industry best practices. We pursued Enterprise Contact Center Modernization consistent with industry best practices in support of Customer Relationship Management Phase 2 legacy development and enhancements such as PATS-R.

We complied with emerging regulations and drove critical business integrations. Aptive and our teaming partners modified systems to comply with legislative policy changes impacting Veteran eligibility and access to health care and benefits. We reduced redundant data collection to improve the Veteran experience and enhanced the use of analytics to promote a uniformed understanding of Veterans and their needs.

Results

  • Listened to the voice of the Veteran – Answered over 335,000 calls and emails to the White House VA Hotline, resolving 94% of the cases submitted including over 1,400 suicide and homelessness related calls to the Veterans Crisis Line.
  • Improved Veterans experience – Digital modernization resulted in over 500,000 self-service submitted Veteran claims.
  • Enriched the VA employee experience – Deployed PATS-R Digital Comment Card and provided training to over 600 users across five sites with plans to expand training to remaining Veterans Integrated Service Networks.
  • Made VA databases more efficient – Integrated Vet360 (now VA Profile) with the VHA Alternative Dispute Resolution (ADR) and VBA corporate databases, streamlining more than one million transactions.

Connect with Aptive

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Aptive

421 King Street
Suite #200
Alexandria, VA 22314

info@aptiveresources.com

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