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The results of the Office of Management and Budget (OMB) and General Services Administration’s (GSA) annual Mission Support Customer Satisfaction Survey are in, and the Department of Veterans Affairs (VA) has been ranked No. 1 for IT function within its employee size peer group for the third year in a row!
The annual survey looks at IT service areas such as support, communication and collaboration, equipment, operations, and development. This year’s survey received more than 53,000 responses from VA employees.
Across every category measured, VA improved from the 2022 rankings. Of the 24 agencies surveyed, VA’s IT Support went from No. 13 overall to No. 11; IT Communication and Collaboration went from No. 11 to No. 10; IT Equipment rose from No. 9 to No. 8; Development, Modernization, and Enhancement soared from No. 13 to No. 8 overall; and Operations and Maintenance went from No. 14 to No. 9.
VA excelled in customer service, communication and responsiveness, and timeliness, with those themes contributing to most high scores. As a strategic partner, VA improved to number No. 5 overall, from No. 11 just last year. These high scores indicate our commitment to our customers is evident through the caliber of the services we provide.
These scores are the result of a multi-faceted approach underpinned by a commitment to excellence and continuous improvement. Key advancements include investments in modernization, enhancing training and skill development in our existing staff while recruiting the best talent, prioritizing user-centric design that allows seamless use by our customers and Veterans, and prioritizing a strong cybersecurity posture.
Looking forward, VA aims to sustain and improve its IT function scores by prioritizing IT modernization, expanding upon our customer-centric model, fostering collaboration, and remaining agile and adaptable in the face of evolving IT challenges. We’re continuing to exemplify the best IT organization in government by delivering world-class IT services to our customers, Veterans, and their families.
