Solutions
Systematic feedback collection and analysis improved IT service delivery.
Large-scale survey execution
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.
Insightful reporting and communication tools
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.
Field-level training and best practices
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.