To meet its mission of providing timely, reliable care to Veterans, VA depends on strong internal IT infrastructure. However, OIT lacked a scalable feedback system to assess the effectiveness of IT services provided to employees, contractors and affiliates.
OIT needed to understand how internal customers experienced services such as the help desk, equipment provisioning and enterprise systems. To fill this gap, OIT partnered with Aptive to support the Customer Service Improvement (CSI) Program through customer experience measurement, survey administration and operational reporting.
Systematic feedback collection and analysis improved IT service delivery.
Aptive developed and deployed monthly and annual surveys targeting all VA employees and contractors. Each month, more than 30,000 randomly selected users responded to questions on IT service satisfaction. The team also administered an annual census survey to nearly 500,000 users.
To gain deeper insights, Aptive conducted virtual and in-person focus groups, interviews and workshops at VA facilities. This qualitative data helped identify root causes behind survey trends and informed targeted service delivery improvements.
Aptive created an internal dashboard to display survey findings and trends for OIT managers. The team also developed a supporting communications framework, including training videos, infographics and newsletters aligned with the CSI Program’s principles for customer service excellence.
These tools ensured that service teams had access to timely, digestible data and performance guidance.
Aptive organized seminars and distributed resources that helped IT professionals translate customer feedback into service improvements. These learning materials integrated survey results and focused on practical strategies to support responsiveness and professionalism in frontline IT operations.
The CXDS Program helped OIT make measurable improvements to internal IT support by providing near real-time feedback and practical recommendations. With better access to service insights, OIT leadership tracked outcomes, aligned practices with performance goals and identified opportunities for change.
Area managers reported using CSI materials to motivate and train teams and requested additional tools to sustain momentum. The improved survey framework and communications strategy helped transform VA’s IT customer service into a data-informed, user-centered function aligned with agency priorities.
