VA Adoption of Login.gov a Big Hit with Veterans

The Department of Veterans Affairs (VA) is providing a new digital credentialing method that’s so popular more than 1,200 Veterans are signing up for it every day. By registering for “Login.gov,” Veterans obtain a single, secure, seamless sign-on to their VA benefits and services that works on many other federal, state, and local websites as well.  

Access made “incredibly easy” 

“Login.gov makes access to the federal websites I use incredibly easy,” said Air Force Veteran Stephen Walker. “I currently use it to access VA resources—online and the mobile app—and USAJOBs. Having a single way to access all government services just makes sense and simplifies the overall experience—no more need to track numerous passwords. Convenience and security in one step—seems like a no-brainer to me. I definitely recommend it.” 

The adoption of Login.gov is another example of how VA uses innovative technologies to drive simplified access for its most valued stakeholders. And it fulfills a key objective of President Biden’s Executive Order on Transforming Federal Customer Experience, which explicitly states, “The Secretary of Veterans Affairs and the Administrator of General Services shall collaborate to provide seamless integration of Login.gov accounts to allow customers to access VA.gov, the VA mobile application, and other customer-facing digital products and to eliminate outdated and duplicate customer sign-in options.” 

The General Services Administration’s Technology Transformation Services operates Login.gov. VA’s adoption of Login.gov is supported by $10.55 million in funding from the Technology Modernization Fund. The “Veteran Identity Modernization” investment aims to “not only improve the experience of veterans accessing VA benefits and services, but also reduce VA costs and the risk of fraud.” 

Login.gov uses multiple authentication and encryption methods to protect user data and works closely with top security organizations like the National Institute of Standards and Technology to stay current on the latest guidelines, recommendations, and best practices. It currently has about 40 million users across 27 participating organizations and expects to reach 100 million users by the end of 2022. 

VA program-affiliated users of the service can log in to VA.gov, My HealtheVet, and the VA Health and Benefits app using Login.gov. 

Login.gov aligns with OIT’s Vision for Digital Transformation  

Assistant Secretary for Information and Technology and Chief Information Officer Kurt DelBene leads the VA Office of Information and Technology’s (OIT) Vision for Digital Transformation. The Vision provides a roadmap for transforming OIT into “the best IT organization in government.” 

It stands on the foundational pillars of Vision Driven Execution, Operational Excellence, People Excellence, and—central to the purpose of Login.gov—providing a Delightful End User Experience.  

The Vision directs OIT to reach beyond investments in equipment and services and acknowledges that Veterans expect the same options from VA they find elsewhere on the digital landscape. 

“It’s about end-user delight,” said Mr. DelBene. “Veterans have come to experience through their consumer lives a great user experience that really helps them through the process. We need to deliver that to make them happy, successful, and healthy as well.” The adoption of Login.gov is a prime example of Mr. DelBene’s directive. 

John Rahaghi, Digital Services Expert, VA Office of the Chief Technology Officer, helped lead the effort to bring Login.gov into VA. “We focused on making sure that it’s easy to use. We’re talking about improving Veterans’ overall experience as they interact, not just with the VA but with the whole government. It provides a better, more secure, and seamless sign-in experience for our Veterans and those that support them.” 

The road ahead 

The successful launch of the Login.gov partnership is not an endpoint. As Mr. Rahaghi explains, it’s part of OIT’s process for digital transformation. “We plan to further expand and increase the adoption of Login.gov,” he said. 

“It’s all about creating a better user experience for our Veterans. That includes standardizing the sign-on experience so you can sign in once and access all the products and services, providing simple, actionable navigation, Section 508 (accessibility) compliance, search engine optimization—even making sure we use plain language on our websites. It all works together, and always putting the Veteran at the center of everything we do.” 

The Veteran-centered focus is key to achieving the “Delightful End User Experience” articulated in the OIT Vision for Digital Transformation, and the Login.gov initiative is an excellent example of how to achieve it. VA’s Login.gov partnership was developed with early input from Veterans, it’s a product on par with those provided by top private sector companies, and it offers an alternative that is far more efficient and far less maddening than keeping track of multiple sets of credentials.  For more information on OIT’s Vision for Digital Transformation, featuring commentary from Assistant Secretary for Information and Technology and Chief Information Officer Kurt DelBene and other OIT leaders, watch the Vision 2022 video series.