Kurt DelBene
Reflecting on my first year as CIO, it’s incredible to see the impact and progress our organization is achieving around a clear, unified vision. The Department of Veteran Affairs (VA) Office of Information and Technology (OIT) is at the heart of delivering critical solutions for Veterans’ health care and benefits, and in 2022 we fundamentally improved those experiences to be much more modern and consumer friendly.
Every day, we deliver IT products and services for the largest integrated health care and financial services organization in the United States. Operating at this scale, we’ve focused on solution-driven engineering and collaboration — shaping VA’s complex, nationwide information systems to provide the seamless and secure experience that Veterans deserve.
Veterans must be able to trust us to provide reliable services wherever they are. That’s why we are focused on leading OIT to become the best IT organization in the Federal Government. We’re also committed to cultivating a workplace where everyone can not only be proud of what we do, but also how we do it. We’re doing this by welcoming and celebrating diverse perspectives and experiences while creating an accessible and equitable workplace.
This year, OIT embarked on an accelerated approach to VA’s digital transformation strategy, which focuses on four overarching priorities: Vision-driven Execution, Operational Excellence, Delightful End User Experience, and People Excellence. These priorities provide a North Star for our 13 OIT services, setting the groundwork for even more focused achievements for Veterans in 2023.
I’m proud of the work OIT accomplished in the past year and I’m excited to share some highlights with you.
Noteworthy Milestones
How we began realizing our Vision 2022
Vision-driven Execution
Prioritizing strategic roadmaps and measuring success through Vision-driven Execution.
- Revolutionized our approach to digital transformation. Becoming the top IT organization in government is our top priority. To design and deliver our products with excellence and meet our stakeholders’ expectations, we laid out clear priorities — getting back to the basics so OIT products and services are engineered with consistency at every level.
- Formed a flatter, more effective organization. OIT is committed to being a modern IT shop — one that is customer-centric and cutting-edge. As a first step, we implemented an organizational realignment. The new structure of distinct Services that complement each other enables faster decision-making and ultimately, accelerates IT product and service delivery to Veterans and our VA partners.
- Began building a plan for a common VA data architecture and strategy, treating data as a strategic asset. As a first step in clearly articulating how we will continue to protect Veteran data and while also leveraging that data for improved Veteran outcomes, VA instituted a Principle-Based Ethics Framework for Access to and Use of Veteran Data. On July 7, 2022, the set of ethics standards was codified as a Final Rule in the Federal Register, providing expectations on how VA accesses and uses Veteran data.
Operational Excellence
Achieving world-class reliability and security through Operational Excellence.
- Answered our 10 millionth call. While this year we renewed focus on ensuring our VA systems operate with high reliability, early monitoring, and zero downtime, we also continued to provide an exceptional customer experience for the VA employees who contact us daily at the Enterprise Service Desk (ESD) for world-class IT support. In spite of our agents answering 7,326 calls each day from across the nation, we average 60-90 seconds to get an agent connected to the customer, and 98.5 percent of our customers report satisfaction with our ESD staff’s support. In May, we celebrated our 10 millionth call, where ESD Agent William Garrett remarked “There are doctors and other employees that need your assistance with patients, and there are real stakes on the line. For me personally, I feel a sense of urgency and find great fulfillment being able to help resolve IT issues.”
- Strengthened our systems with a clear security strategy. We must protect our organization, systems, and information. In 2022, we implemented a Zero Trust Strategy at VA, a cybersecurity initiative toughening access rules and requiring all users, devices, and transactions to continually prove they belong on VA’s network.
- Proactively safeguarded Veterans and their data. Part of our reality in OIT is combatting the ever-changing malicious tactics targeting Veterans and taking advantage of the benefits they have earned and deserve. After the passage of the Sergeant First Class Heath Robinson Honoring Our Promise to Address Comprehensive Toxics (PACT) Act of 2022, VA identified PACT Act-related scams impacting Veterans and worked across our Administration, government and VSO partners to help alert Veterans with ways to avoid these scams.
- More effectively prioritized the use of our assets. To continue improving the way the Federal Government works, the Government Accountability Office (GAO) identifies recommendations for key departments and agencies, including VA. In 2022, VA implemented eight GAO priority recommendations — four supported by OIT — helping realize savings, reduce mismanagement, as well as address high-risk and duplication issues.
Delightful End User Experience
Pursuing nothing less than a Delightful End User Experience for VA customers.
- Convenient and secure VA access. With the successful integration of Login.gov on VA.gov, MyHealtheVet, and the VA Health and Benefits app, Veterans have a new digital credentialing method to access VA’s online services securely. Now—every day—more than 1,200 Veterans are registering for this seamless, single sign-in experience that truly makes accessing federal websites a delight for VA customers.
- 24/7 healthcare and benefits at Veterans’ fingertips. The addition of the VA Health and Benefits mobile app is another step forward in our digital transformation journey. Since its launch, more than 1 million Veterans have downloaded the app to message healthcare providers, schedule appointments, view claims, check payments, and so much more. The mobile app has earned an average rating of 4.8 out of 5 stars in the Apple App Store and average rating of 4.6 out of 5 stars in the Google Play Store — exemplifying an IT product that is truly a delight to use.
- The Veterans Crisis Line number is 988. OIT collaborated with the National Suicide Prevention Lifeline to implement 988 as the new Veterans Crisis Line number to create better access to life-saving support for those in crisis. By updating the network to accommodate increased call volume, OIT helped make VA’s crisis line more accessible and easier to remember. As of July 2022, Veterans can now dial 988, then press 1, on any phone to access emergency mental healthcare nationwide.
- Prioritized accessibility and inclusive design. Our tools and services function best when they are accessible to all. The launch of OIT’s DigitalVA Accessibility Guide provides a practical set of tools and high-level instructions to consider accessibility throughout the development and design process of VA content.
- Provided more opportunities to access virtual healthcare and support. OIT collaborated with the Veterans Health Administration (VHA) to launch VA Health Connect. This is VA’s first Clinical Contact Center that provides a virtual 24/7 front door for Veterans to seamlessly contact VA with non-emergency medical inquiries, such as asking questions about medications, receiving lab test results, scheduling appointments, and more. As the world becomes more used to remote work, telehealth visits are increasingly more common and the personal impact we’ve witnessed is remarkable.
People Excellence
Fostering a diverse and rewarding workplace of People Excellence where everyone thrives.
- Led the field in inclusivity. In collaboration with the VA LGBTQ+ Committee, VHA, and VA Central Office, OIT introduced the ability to add personal pronouns to VA digital display names in Outlook and Microsoft Teams. To date, this project was one of the quickest VA-wide product launches from OIT approval to delivery. We are proud to prioritize initiatives that support the President’s vision for a more inclusive government and help foster an environment where everyone feels valued.
- Competitive career opportunities. It’s imperative government agencies prioritize creating a competitive job market, especially in the fast-evolving IT industry. Our new OIT careers platform provides prospective applicants with an intuitive experience to help them translate their skills into federal government opportunities, find available and relevant positions in OIT, and increase awareness about the benefits of working with OIT and the ability to have a lasting impact in a purpose-driven career.
- Award-winning workplace. Throughout the entire year, OIT teams received numerous awards — FedHealthIT100 Awards, FedHealthIT100 Hall of Fame Inductees, FedScoop Best Bosses in IT, Leading for Impact Women in Leadership, and Washingtonian Tech Titan. These awards illustrate how OIT continues to be a leader within the Federal Government—and performing on par with industry leaders like Google, Microsoft, and Dell.
