To provide fast, tailored and reliable support for the Veterans who call VA contact centers, as well as slash costs associated with older, legacy platforms, the VA Office of Information and Technology is transforming Veteran support by migrating VA contact centers to a new cloud platform.
Deploying solutions at the speed of need
The Women Veterans Call Center launched this effort on March 5, 2025, followed by the Office of Inspector General Contact Center on March 10. This shift from outdated systems boosts the resilience of VA’s critical Veteran-facing platforms, cuts costs, and drives exceptional service to the Veterans, families, caregivers and survivors that VA serves.
These upgrades empower Women Veterans Call Center agents with scalable, reliable tools to provide swift, tailored support for women Veterans, and the Office of Inspector General Contact Center gains sharper insight and increased efficiencies to bolster oversight of Veteran care and benefits. Next up? The Veterans Crisis Line.
This new cloud platform’s flexibility and AI-driven analytics allow VA to adapt instantly to Veterans’ needs, from surges in Veteran outreach around benefits claims to national crises. Spread across fortified data centers, this new platform is as unyielding as those it serves—guaranteeing every voice is heard.
Slashing costs with zero compromise: Reinvesting in Veterans
Legacy systems are a financial anchor for many government organizations, draining funds into hardware, maintenance and bloated IT overhead. This new cloud platform reduces that burden, slashing costs with a lean, subscription-based model that eliminates the need for endless infrastructure spending. For VA, this isn’t about saving pennies—it’s about redirecting every dollar toward the Veterans we serve. Efficiency isn’t a buzzword here—it’s a lifeline.
This upgrade isn’t simply incremental progress—it’s a commitment to a new way of doing business, where advanced tools and rock-solid reliability redefine VA’s services, allowing us to return our focus to the Veterans, families, caregivers and survivors that VA is privileged to serve.
Topics in this story
More Stories
Protected emails from VA safeguard sensitive information and are easy to open by authorized recipients.
Nearly 400 Veterans from across the country have gathered in Snowmass Village for the 39th Annual National Disabled Veterans Winter Sports Clinic. This premier adaptive rehabilitation event, co-presented by VA and Disabled American Veterans (DAV), continues through April 5.
VA and the Veterans Day National Committee (VDNC) invites cities, towns, and non-profit groups across the country to join us in showing appreciation for Veterans by applying to hold VA-recognized regional Veterans Day observances.
explain how much was saved, what the call center is and why is this migration improving service or helpfulness to the Veterans – i dont understand or know the impact/usefulness of this information
What is the cost, who are answering the calls (AMERICANS, not individuals outside the US), where are the cloud servers located (in the US) & who bid and how were they approved?
There’s nothing in this article to explain the security parameters for this cloud based system. I’m also concerned about the intrusion of AI into personal data….what is being collected? Where is it stored (security of infrastructure, and who has access to the data. Equally important, where are the call centers (US based?) Are these jobs in the call center staffed by women veterans (specifically the women’s call center). Until you explain the security Secretary Collins, I say NO!
Sounds like contracting out to me. Uncompromising cutting of the workforce, replacing people with AI, and making the Oligarchs richer while laying off Veterans. Crisis lines answered by some Pakistani who doesn’t speak English. Yeah that will be just great.
I want to know that the person on the other end of the phone is a Veteran also. Otherwise how can they relate? All this “reform” is nothing but a shit show. It don’t mean nothing, same as its always been.
Contact Centers sounds efficient and will provide Veterans with a tool to even better health care.
However, your article doesn’t address:
Where it is (net address)
When it starts
How to use it
And your article doesn’t really describe this new service in such a way for vets to understand. I assume these centers will be available online for possibly 24/7 service, but I am not sure. Come on guys/gals, you can do better than this.
Hi! That all sounds good on the surface, but do the Women Veterans Call Center agents take calls from America’s transgender women veterans too. We have lots of question.
Concurrently, I would love to sit down virtually with Sect. Collins to discuss our transgender and LGB+ veteran care at VA. We need to hear from you, Mr. Secretary.
Cassandra Williamson
Vet: USN, USMC, Naval Academy grad