Business Integration and Outcomes Service connects Office of Information and Technology services to digital transformation projects throughout VA. As the first point of contact for VA’s three administrations, we help VA prioritize IT investments that generate the most value for Veterans. Dedicated teams of Business Relationship Managers and IT investment specialists help our partners navigate the best paths forward to deliver seamless services to their users. We help them find and overcome operational hurdles. We help them draft strategic business implementation plans that align with VA objectives and include the essential features, services, and support needed for success. Our Veteran-centric approach is changing how VA delivers benefits and services by improving customer service, expanding access to VA services, and driving better outcomes for Veterans.
Accomplishments
BIOS and The National Cemetery Administration (NCA)
We added nearly five million Veteran memorial pages to the Veterans Legacy Memorial, a digital platform honoring fallen Veterans. This enhancement was launched a year ahead of schedule, including meticulously gathering data from various sources and revamping the search engine to make it easier for users to find a Veteran. Today, the Veterans Legacy Memorial hosts nearly 10 million individual Veterans memorial pages where users can post pictures, videos, stories, or chats to honor and remember them.
BIOS and The Veterans Benefits Administration (VBA)
We updated VBA’s Automation Platform, which pulls Veterans Health Information Systems and Technology Architecture (VistA) data required to process Veterans’ claims, saving an estimated 250,000 hours of operational time annually.
BIOS and The Veterans Health Administration (VHA)
We helped VHA transition its free Veterans Crisis Line, VA’s free 24-hour confidential hotline, to a FISMA/FedRAMP-compliant chat app by amending software and hardware operational processes impacting the availability and reliability of this vital service for those experiencing an emotional crisis. In 2023, the service answered over 7 million calls, received more than 327,000 texts, and engaged in over 862,000 chats, resulting in over 1.3 million referrals to VA suicide prevention coordinators.
