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As the most important metric of how well we’re doing at the Department of Veterans Affairs (VA) Office of Information and Technology (OIT), our customer satisfaction scores tell us what we’re doing right and where we need to focus more effort. Your feedback through this survey, as well as through your submissions to our It Starts With Us feedback portal have been instrumental in helping us shape an IT organization that can provide world-class IT products and services to VA employees and to the Veterans, families, and caregivers they serve.
The results of the Office of Management and Budget (OMB) and General Services Administration’s (GSA) annual Customer Satisfaction Survey are in, and VA employees have made their voice heard. OIT has been ranked #1 for overall IT Customer Satisfaction within its employee size peer group for the fourth straight year! The government-wide survey looks at IT service areas such as support, communication and collaboration, development and modernization, equipment, and operations to calculate the overall IT customer satisfaction with IT Functions. This year’s survey received more than 59,000 responses from VA employees alone.
Across every service area measured, VA improved or remained consistent with the 2023 rankings. Of the 24 government agencies surveyed, VA’s IT Support ranking stayed at #11; IT Communication and Collaboration went up from #8 to #6; IT Equipment rose from #8 to #4; Development, Modernization, and Enhancement (DM&E) soared from #8 to #4; and Operations and Maintenance (O&M) went up from #9 to #6.
As a strategic partner to its customer organizations within VA, OIT improved its Strategic Business Partner ranking from #5 last year to #3 this year. These high scores indicate commitment to customers that is evident through the efficiency of the products and services provided. Key advancements include investments in IT support, communication and collaboration, equipment, development, modernization, and enhancement, and operations and maintenance.
Looking forward, we aim to sustain and improve our IT Customer Satisfaction (IT function scores) by prioritizing IT modernization, expanding our customer-centric model, fostering collaboration, and remaining agile and adaptable in the face of a rapidly shifting IT landscape. Your feedback is critical to these efforts and helps ensure we can continue delivering the world-class IT products and services that our customers deserve.
