Leading by Example: Creating Exceptional Digital Experiences at VA

Digital transformation across industry over the last decade has profoundly impacted consumers’ lives and their expectations of access to services. Increasingly, people expect that same sort of fast, intuitive interaction with their government. For example, more than half of all traffic coming to government websites are from mobile devices.

Earlier this fall, the Office of Management and Budget released guidance to federal agencies on how to more effectively design and deliver websites and digital experiences, reflecting a key priority of the Biden-Harris Administration.

At VA, we love that our Veterans and our Administration are upping the bar. In a world where digital interactions are second nature, we are single-minded about meeting Veterans where they are — and delivering for them with excellence, rigor, and consistency. That’s why we are investing in creating an intuitive, accessible, and integrated digital experience on VA.gov, the VA Health and Benefits mobile app, and across every interaction that Veterans have with VA.

Some examples of our approach in action across the Department:

• VA.gov — Our Digital Front Door: We strive to deliver digital services through a single, integrated, and equitable digital platform on VA.gov. Today, Veterans can quickly and easily log in to access their health and benefits information, file claims, re-order medical supplies, check in for appointments, or even get immediate answers from a chatbot. Last month a record 1.8 million Veterans logged in to VA.gov to interact with VA.
• Accessing Veteran Health and Benefits Services: The flagship VA Health and Benefits mobile app continues to release new features based on the feedback of users. The app makes it easy for Veterans to interact with VA and manage their benefits and health needs. It’s seen 2.2 million total downloads since launch, with over 959,000 monthly active users and earning a 4.6 (out of 5) average rating among users.
• Enabling our Contact Centers: A modernized VA Health Connect contact center now offers more than 9 million Veterans enhanced access — 24 hours a day, 365 days a year — to virtual care services. This offering maximizes their first contact with VA services and improves their health care experience overall.
• Serving Veterans in Crisis: Finally, we’re strengthening the Veterans Crisis Line to better serve Veterans in urgent need of support. New features include a chat solution, secure access to call recordings and transcripts, and better training for responders, as well as an internal backup call center to ensure the availability of support during high call volume times.

Our ultimate goal is to ensure the same secure, seamless, and exceptional digital experiences that Veterans have come to expect from the technologies and services they use each day.

This idea — creating world-class digital experiences — is our North Star across all of our projects and programs.