Modernizing VA Scott Blackburn Interim Deputy Secretary of Veterans Affairs February 29, 2017 3rd American Council for Technology and the Industry Advisory Council CX Summit Scott Blackburn Interim Deputy Secretary of Veterans Affairs April 5, 2017

My essence: I am a Veteran . . .

. . . and this work is personal

Our Mission To care for those “who shall have borne the battle,” and for their families and their survivors. 2017 To care for him who shall have borne the battle and for his widow, and his orphan. Abraham Lincoln, 1865

I-CARE Values Integrity Commitment Advocacy Respect Excellence “The I-CARE values are sticking. Two to three years ago, I-CARE was a logo. Now people understand them and are being guided by these values. They are the real deal, and they’re here to stay.” --VA Health Care field employee

We are rebuilding trust % Stock’s trending up! % % % % Trust = Value %

Veteran Experience is improving Effective “I got the care or service I needed” Ease “It was easy to get the care or services I needed” Emotion “I felt like a valued customer” (from 65% to 75%) Veterans Experience (from 46% to 66%) (from 54% to 68%)

Examples of effectiveness improvements Benefits national call center: Jan ‘16: 59% blocked calls Today: 0% blocked calls; <3% abandonment <2 mins ASA Year ago: “hang up and dial 1-800…” 30%+ roll over rates Today: “press 7” <1% roll over rate Healthcare quality: 82% of our facilities have improved

Examples of ease improvements Same day services in all 166 VA Medical Centers Direct scheduling for optometry (e.g., eye glasses) and audiology (e.g., hearing aides) Health care: applying for health care, refilling prescriptions, secure messaging your doctor Pre-registering for burial Understanding your benefits (e.g., health care, disability, GI Bill) Facility and service locator Veterans no longer have to remember 975 phone numbers

Example of how we connect emotionally

Example of how we connect emotionally

What’s next? Coming attractions . . . Veterans Experience measurement Woman Veterans – closing disparity Enterprise data management Continued diffusion of best practices Continue “innovator’s network” Increased strategic partnerships “Modernization” Accountability legislation Choice “2.0” VA-DoD-Federal collaboration Electronic Medical Record Suicide prevention Appeals modernization White House hotline

Is VA Unique in What We Do? Unique in What We Provide Customers? Is VA Unique in What We Do? Only 1 in 5 private-sector providers have “high military cultural competency.” Only 13% of private-sector mental health providers are proficient in military and deployment issues. Non-medical determinants of health & well-being You’d better believe we are. We’d better make sure we are.

For Those Who’ve Borne the Battle Modernizing VA