Appears In
At the Department of Veterans Affairs (VA) Office of Information and Technology (OIT), we support the technologies that are essential to delivering world-class service to Veterans. We strive to make every customer experience exceptional, and we work daily to equip colleagues across VA with the necessary IT tools to support Veterans effectively.
From modernizing IT infrastructure and improving collaboration tools to enhancing communication and offering responsive service desk support, VA’s OIT ensures we can focus on what matters most: caring for Veterans.
#1 for 5 Years and Exceeding Government-wide Benchmarks
For the fifth year in a row, we ranked #1 among large federal agencies in the government-wide 2025 IT Customer Satisfaction Survey, conducted annually by the Office of Management and Budget (OMB) and the General Services Administration (GSA).
Specifically, VA ranked:
- #1 in overall satisfaction with IT services among the six agencies with more than 100,000 employees, a position we’ve maintained since 2021.
- #1 in overall satisfaction with IT services among 12 agencies with over 25,000 employees.
- #3 as a Strategic Business Partner among all 23 federal agencies participating in the survey.
Our satisfaction rankings also exceeded the government-wide benchmarks across all IT service areas such as IT Support; IT Communication and Collaboration; IT Equipment; Development, Modernization, and Enhancement (DM&E); and Operations and Maintenance (O&M).
The 2025 survey received 48,194 responses from VA employees, with GS-13 and higher grades receiving additional questions on DM&E and O&M. These rankings confirm our efforts to improve end users’ IT experiences are on the right track and are paying off.
VA Survey Finds Record-breaking IT Satisfaction
Our July 2025 Monthly IT Customer Experience Survey, a random sample survey covering one twelfth of VA employees, also set new customer satisfaction records:
- Customer Satisfaction Index (CSI): 85.7
- A CSI score above 80 is considered excellent.
- Net Promoter Score (NPS): 60
- NPS is a key indicator of customer loyalty and indicates how inclined our business partners are to recommend our products or services. This score is above the industry average.
Our VA survey collected feedback from the Veterans Health Administration (VHA), Veterans Benefits Administration (VBA), National Cemetery Administration (NCA), and Veterans Affairs Central Office (VACO) on their experiences with IT infrastructure, products, and services.
“On a Saturday after a tornado came through, the service desk helped and supported the “what is going on with our internet” even though it was a system-wide issue. Support on that level helps us to do our job of making sure Veterans are safe and have what they need. 1000 stars.”
~ VA employee
These milestones reflect our commitment to providing exceptional end user experiences and ensuring everyone at VA has the necessary tools, technology, and support to serve Veterans efficiently.
Learn more about how we’re building a Delightful End User Experience across VA.
Topics in this story
In this article
