Welcometo the

OSDBU Showcase

 

Department Of Veteran AffairsFreddie Graham

Veteran Relationship Management (VRM)April 19, 2012

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Agenda

• Organization & Mission• Goals & Priorities• Requirements Overview• How can you help us

Office of Information and Technology

3IOMApril, 25, 2012

Assistant Secretary, Office of Information and

Technology------------------------------

Principal Deputy Assistant Secretary

Quality, Performance, and

Oversight

VLER EPMO

Service Delivery and Engineering

Product Development

Architecture, Strategy and

Design

IT Resource Management

Information Security

Customer Liaisons

April, 25, 2012 IOM 4

DCIO for Product Development

Lorraine Landfried

PD Business Office (PDBizO)Mickie Krause

ADCIO for Project Management

Keith Seaman

ADCIO for Development ManagementDave Peters

ADCIO for Product Support

Wil Berrios

PMAS Business Office

Carol Macha

Product Development

Project Management

April, 25, 2012 IOM 5

Project Management Service

Keith Seaman, ADCIO

Health Products

Larry Weldon, Director

Major Initiatives Steven

Schliesman, Director

Benefits and Corporate Products

Dan Pate, Director

VRM Initiative

Mission: VRM will engage, empower and serve Veterans and other Clients with seamless, secure and on-demand access to benefit information and services

Key Clients:

• Veterans and Beneficiaries

• Employees and Contractors

• Volunteers and VSOs

• Business Stakeholders6

Enabling our Clients to:

• Find uniform information about VA’s benefits and services, regardless of access channel

• Complete self service transactions with VA

• Be quickly identified by VA, without having to repeat Be quickly identified by VA, without having to repeat information information

• Seamlessly access multiple VA service linesSeamlessly access multiple VA service lines

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Transforming the Veterans’ experience Transforming the Veterans’ experience

Transforming call centers into service centersTransforming call centers into service centers

Expanding self-service on multiple channels Expanding self-service on multiple channels

Maintaining a shared record of contacts thorough CRMMaintaining a shared record of contacts thorough CRM

Enabling enterprise identity and access management serviceEnabling enterprise identity and access management service

Client Centric Operations

Client Centric Operations

Benefits for VeteransBenefits for Veterans

- Better client services - Decreased wait times - Fewer blocked calls - Increased self-service access to VA - Accurate, consistent answers to inquiries - Single sign-on capability

Benefits for VeteransBenefits for Veterans

- Better client services - Decreased wait times - Fewer blocked calls - Increased self-service access to VA - Accurate, consistent answers to inquiries - Single sign-on capability

Benefits for VABenefits for VA

- Access to Veteran contact history- User- friendly technology- Ability to transfer calls across multiple

service lines- Increased consistency of accurate

information to provide to clients- Improved call quality through call recording

capability

Benefits for VABenefits for VA

- Access to Veteran contact history- User- friendly technology- Ability to transfer calls across multiple

service lines- Increased consistency of accurate

information to provide to clients- Improved call quality through call recording

capability

Managing knowledge across VA organizations.Managing knowledge across VA organizations.

Modernizing VA telephone servicesModernizing VA telephone services

Veterans Relationship ManagementVeterans Relationship Management

Customer Relationship Management

Self-ServiceVoice Access Modernization

Identity & Access Management

Member Services & Technical Integration

Veterans Relationship Management

Initiative

Veterans Relationship Management

Initiative

Knowledge Management

Integrated CapabilitiesIntegrated CapabilitiesVeterans Relationship ManagementVeterans Relationship Management

Maintaining a shared record of contacts among VA organizations and our clients through state-of-the-art customer relationship management (CRM).

Customer Relationship ManagementCustomer Relationship Management

Veterans will experience:

• Greater first call resolution

• Higher quality of customer service

VA impact:

• 360 degree view of Veterans

• Centralized contact history

• IVR & web-based self-service

• Integrated knowledge base

• Reduction of RO workload

Veterans Relationship ManagementVeterans Relationship Management

Self ServiceSelf Service

Enhancing business processes and information systems to expand the opportunities for self-service on the web and on telephone systems.

Veterans will experience:

• On demand access to VA benefits and services

• Empowerment of choice when communicating with the VA

VA impact:

• Reduction of high cost interaction

• Increased automation of business processes

Veterans Relationship ManagementVeterans Relationship Management

Knowledge ManagementKnowledge Management

Managing knowledge to capture, store, share, and search for information across VA organizations.

Veterans will experience:

• Accurate, consistent answers to inquiries

• Quicker access to up-to-information about benefits and services

VA impact:

• User-friendly access to centralized knowledge base of information across the enterprise

• Faster response rate to inquiries

• Minimized transfer of calls due to first call resolution

Veterans Relationship ManagementVeterans Relationship Management

Member Services & Technical IntegrationMember Services & Technical Integration

Developing the required integrated technical infrastructure in order to streamline business access to reliable inter-agency data.

Veterans will experience:

• Improved self-service access to their VA information via multiple channels

• Improved service quality when communicating with call centers

VA impact:

• Employees will have access to comprehensive and standard views of Veteran data to improve business processes and customer service quality

Veterans Relationship ManagementVeterans Relationship Management

Introducing enterprise identity and access management processes and systems to provide, manage, and seamlessly share unique digital identities for VA clients.

Identity and Access ManagementIdentity and Access Management

Veterans will experience:

• Single sign-on access to VA

• Reduced burden from repeating personal information

VA impact:

• SSN use reduction

• Consistent authentication of users

• Robust access control to VA data

Veterans Relationship ManagementVeterans Relationship Management

Modernize VA telephone services to enhance our Veteran clients’ experience when communicating with our agency.

Voice Access ModernizationVoice Access Modernization

Veterans will experience:

• Minimized call wait times and blocked calls

• Improved quality of contact center service

VA impact:

• Routing and recording calls across VBA NCCs

• Transfer capability between VBA/VHA

• Increased quality control and agent training

Veterans Relationship ManagementVeterans Relationship Management

Current use of Contractors

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Name of Contract Number of Tasks/ Orders

Approximate Value

SPAWAR IAA 7 $33M

Networx 3 $9M

IDIQ 11 $29M

GSA Contracts 5 $26M

SEWP 17 $5M

T4 IDIQ 1 $2M

How can you help us?• Current Contracting Areas

– Integration Services– Architecture– Development– Hosting– Hardware/software

• Need Companies who are:– Familiar with the VA project environment– Already possess VA credentials or are at least positioned to be cleared

quickly– Competent in appropriate technologies and methodologies

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Questions?