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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?