VA Customer Profile: Sharing information across VA to enhance service to Veterans
Veterans and their families interact with the VA for issues ranging from home loans to medical services, sometimes over the course of years and for a variety of reasons. For a Veteran whose phone number, e-mail or address has changed, updating that information can be a time-consuming maze. Their contact information may be stored in any of 80 systems across the VA. These systems are not synchronized and Veterans have told us that this creates confusion and frustration for not just them, but also their families and service partners.
VA Customer Profile is working to fix that.
Integrating data silos
VA Customer Profile will transform the current cumbersome process and provide a seamless experience for customers by consolidating VA’s data silos. The foundation for this initiative is the Master Data Management platform, which will deliver a single source of truth for common Veteran data across various channels (via phone, online access, walk-in and mail). Veterans or employees will be able to review and update their contact information and those updates will be shared across the VA. VA Customer Profile is also partnering with VA.gov to provide Veterans with their profile information online, in one place.
Over time, VA Customer Profile will be the source of all common Veteran data, including:
Socio-economic and demographic data
Eligibility and benefits
Benefits to VA
Incorrect data is not just frustrating for the Veteran interfacing with the VA – it’s also expensive. Just as the Veteran wastes time making multiple phone calls to update their information, on the other end are multiple agents, spending time updating data over multiple systems. Synchronization of data enabled by VA Customer Profile reduces the cost of handling and maintaining this data.
VA Customer Profile advances the Secretary’s priority to modernize systems and technology to enable VA employees to deliver the high-quality care and services Veterans deserve. Further, a single source of common Veteran data supports the VA’s Digital Strategy and underpins the Contact Center Modernization initiative.
VA Customer Profile will deploy its first phase in May 2018, when contact information will be available for review and update via many major VA systems and VA.gov. This work will lay the foundation for future expansion that will transform the interaction between the Veteran, family members and beneficiaries and the VA.