Welcome to the OSDBU Showcase Department Of Veteran Affairs Freddie Graham Veteran Relationship Management (VRM) April 19,

2 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, 2012IOM4 DCIO for Product Development Lorraine Landfried PD Business Office (PDBizO) Mickie Krause ADCIO for Project Management Keith Seaman ADCIO for Development Management Dave Peters ADCIO for Product Support Wil Berrios PMAS Business Office Carol Macha Product Development

Project Management April, 25, 2012IOM5 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 Stakeholders 6

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 informationBe quickly identified by VA, without having to repeat information Seamlessly access multiple VA service linesSeamlessly access multiple VA service lines 7

Transforming the Veterans’ experience Transforming call centers into service centers Expanding self-service on multiple channels Maintaining a shared record of contacts thorough CRM Enabling enterprise identity and access management service Client Centric Operations Benefits 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 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 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 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. Modernizing VA telephone services Veterans 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 Capabilities Veterans 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 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 Management

Self 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 Management

Knowledge 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 Management

Member 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 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 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 Management

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

Current use of Contractors 16 Name of Contract Number of Tasks/ Orders Approximate Value SPAWAR IAA7$33M Networx3$9M IDIQ11$29M GSA Contracts5$26M SEWP17$5M T4 IDIQ1$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 17

18 Questions?