1. 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

2. My essence: I am a Veteran . . .

3. . . . and this work is personal

4. 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

5. 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

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

7. 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%)

8. 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

9. 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

10. Example of how we connect emotionally

11. Example of how we connect emotionally

12. 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

13. 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.

14. For Those Who’ve Borne the Battle
Modernizing VA