veterans affairs major initiatives virtual lifetime electronic record (mi 4) veterans benefits...

Veterans Affairs Major Initiatives

Virtual Lifetime Electronic Record (MI 4)Veterans Benefits Management System (MI 2)

Veterans Relationship Management (MI 6)

AFCEA Luncheon PresentationEatontown, NJOct 20, 2011

Veterans Affairs Major Initiatives

Virtual Lifetime Electronic Record (MI 4)Veterans Benefits Management System (MI 2)

Veterans Relationship Management (MI 6)


Virtual Lifetime Electronic Record (VLER)AFCEA Luncheon Presentation

Eatontown, NJOct 20, 2011

Virtual Lifetime Electronic Record (VLER)AFCEA Luncheon Presentation


Presented by: Bill Porter Technology Acquisition Center

Program Advisory Officeon behalf of Gerry Lowe, VLER IT Lead

The President’s direction forms the basis for the VLER strategy

The President’s direction forms the basis for the VLER strategy

“Both Departments will work together to define and build a system that will ultimately contain administrative and medical information from the day an individual enters military service throughout their military career, and after they leave the military.”

President Barack Obama

April 09, 2009

3

What is VLER?What is VLER?

• The goal of VLER is to establish the interoperability and communication environment necessary to facilitate the rapid exchange of patient and beneficiary information between public and private partners yielding consolidated, coherent and consistent access to electronic records that will enrich support for health, benefits and personnel activities.

• Sharing of reliable data from the best possible source.

• D-A-T-A S-H-A-R-I-N-G

4

What VLER is NOTWhat VLER is NOT

• VLER is NOT Nationwide Health Information Network (NwHIN)- NwHIN is a program within VLER which provides a specific data-sharing technology.

• VLER is NOT an Electronic Health Record (EHR), though we apologize for the misnomer and the fact that “electronic record” appears in our name.– EHR will shortly become it’s own

initiative and rumor has it will supplant VLER as the Secretary’s “favorite”.

5

Who Will Use VLER?Who Will Use VLER?

• Department of Veterans Affairs– Veterans Health Administration– Veterans Benefit Administration

• Department of Defense– All four branches of the military– United States Coast Guard

• Other Federal Partners– Indian Health Services

• Private Sector– Health Systems– Primary Care Physicians– Specialists

• Veterans– Blue Button

6

The VLER Initiative StructureThe VLER Initiative Structure

Executive Product Management Office (EPMO)

• Governance & Executive Level

Reporting

• Strategic Direction

• Requirements Management/Brokerage

“Desk Kicking”

7

Information Technology Program Management Office (IT PMO)

• Program/Project Managers

• Developers

Office of Acquisition Operations Technology Acquisition CenterProgram Advisory Office

• Advise and Assist the Major Initiative Team on Acquisition

• Provide insight to Senior Acquisition Personnel

http://media.photobucket.com/image/clark%20kent/patch46237/clark_kent.jpg?o=11

How is the VLER Initiative Organized?How is the VLER Initiative Organized?

8

VLER IT PMO: A Closer Look at What We Do (Well!)VLER IT PMO: A Closer Look at What We Do (Well!)

• Execution & Implementation– Utilizes the Program Management Accountability System (PMAS) to

ensure compliance• Budget Formulation

– Quad Charts, Budget Tracking Tool (BTT), Enterprise Project Schedule (EPS), and OMB Exhibit 300’s

• Acquisition Execution– Development & Support BPAs, SPAWAR, “Legacy” vehicles

• Creation and implementation of a robust/scalable Architecture• Create and Monitor a network of project schedules which roll

up to an Integrated Master Schedule (IMS)• Standardization of operational support across all programs in

VLER- a competency within a competency

9

Eating the VLER ElephantEating the VLER Elephant

• Implement a common architecture to drive the sharing technology (NwHIN is the backbone)

• Leverage this technology across all four VLER program areas rather than create stove pipe solutions– Process is referred to as “convergence”

• In a broader sense- decompose features into four (4) VLER capability areas, or “VCAs”

11

Provider perspective

Veteran perspective

VLER – the approachVLER – the approach

VLER

VCA 1Health data for

a clinical encounter

Create

Demonstrate

Deploy

VCA 2Health data for

a disability adjudication

VCA 3Non-health

data for benefits

VCA 4Portal for Service

members and Veterans

Create

Demonstrate

Deploy

Create

Demonstrate

Deploy

Create

Demonstrate

Deploy

12

…and when is the aperitif served?…and when is the aperitif served?

• Full Operational Capability represented by culmination of VCA 4 is expected to be achieved by December 2014.

13

http://tvtropes.org/pmwiki/pmwiki.php/Main/IndianaJones

Questions?

14

Veterans Benefits Management System (VBMS)


Veterans Benefits Management System (VBMS)


Presented by: Chris SwenartonTechnology Acquisition Center

Program Advisory Office

What is VBMS?What is VBMS?

VBMS is a paperless claims processing system – New application suite that…

– Enables paperless claims processing– Enhances paper-based claims processing to highest degree

possible

– Business practices that…– Implement paperless claims workflow– Incorporate best practices into the paperless environment

– Enterprise data services that enable external and inter-departmental communications, e.g. VRM, VLER

– Technology platform based on Services Oriented Architecture (SOA) principles that…

– Is the foundation for future application development at VBA– Incorporates legacy data and applications, e.g. VETSNET

16

Why is VA Investing in VBMS?Why is VA Investing in VBMS?

• We must eliminate the paper from our process– Our current paper-based system is inefficient and slow

• Wastes time• Wastes human resources• Creates bottlenecks

– Makes it hard to communicate and share information with our Veterans and stakeholders

• Provides VA with critical tool needed to break the back of the backlog

• Improved timeliness through claims process automation• Efficient use of resources, regardless of geographic location• Platform for implementing improved business processes• Quality improvement by eliminating human error and guiding

humans to ensure proper actions are taken

17

What Does VBMS Do?What Does VBMS Do?

• Automates claims processing – Improving timeliness and quality– Eliminates much of the data entry (human) errors

• Lets Claims Processors focus on data instead of paper– Search for evidence electronically– Automatically connect submissions to claims tracking to correspondence– Collaboration between teams members and locations– Future: Enables rule based claims development & rating

• Set the stage for ‘big’ process changes– Allows VBA to measure performance & product quality– Makes process restructuring possible

• Changes the way we deliver IT via a modern technology platform– Begins to let us truly leverage market technology (i.e. COTS)– Improves code maintenance and delivery– Let business update correspondence/rules without IT

18

How Does VBMS Work?How Does VBMS Work?

• VBMS combines business process re-engineering and software

• Software has 4 major components

• Document Storage– Smart docs– Scanned images– Electronic data

• Data about a Veteran (aka the corporate database)• Data about the claim

– Corporate database ‘stuff’ (end products, contentions, status)• A single application user interface

19

VBMS Deployment StrategyVBMS Deployment Strategy

Phase I Phase II Phase III

20

Software Bias

Business Process Bias

This chart illustrates the methodology behind the VBMS Phasing strategy. During Phase 1, the primary focus will be on software and software delivery. As additional phases begin and the software matures, the focus will shift towards business process optimization supported by software.

Area of

Focus

VBMS Major MilestonesVBMS Major Milestones

Milestone PurposeStart Date Completion Date

Virtual Regional Office Develop business requirements through creation of a graphical user interface (GUI). Jan 2010 May 2010

VBMS Wireframe Diagram

Wire diagram of linkage between application and underlying components showing how Pilot I software release will function.

June 2010 Jul 31, 2010

Pre-Production Working System

Demonstrate system functionality in test environment, subject to punch-out list prior to Pilot I deployment.

June 2010 Sep 30, 2010

Phase I Test initial software, and ability to process claims from end-to-end in paperless environment.

Nov 2010 Nov 2011

Phase II Test further iteration of software (increased functionality), test scalability – locations and types of claims

May 2011 May 2012

Phase III Primary goal is to blend software with improved business processes. Nov 2012 Nov 2013

National Deployment Delivery of production system to all regional officesFY 12*

21

Phase IPhase I

• Providence, RI Regional Office– Site of Business Transformation Lab (BTL)– Experience testing paperless processes– Small, well-run office– Ease of access for vendors, VBMS leadership, stakeholders

• Nov 2010 – Nov 2011

• Goal: test the software, proof of concept

22

VBMS Phase IVBMS Phase IVeteran

6. VBMS Correspondence app used to communicate results to Veteran

6

Filenet ImageRepository; VBMS ServersAIDE, Teremark, Va.

3

3. Digital Claim Folder sent electronically to IR at AIDE, Teremark

5

VA Data CenterCorporate DatabaseAustin, TX

5. VSRs process claim w VBMS/VETSNET apps; store results inCorporate DB at Austin TX

4. VBMS apps and IR accessed via VPN by VSRs at Providence, RI RO

VBMS Pilot 1 appVETSNET appsCorrespondence appProvidence, RIRegional office

4

1. Paper Claim sent to Regional Office (RO).

Paper Claim

1

NARA Scanning/QA Digital Claim FolderSt. Louis, MO

Paper Claim

2

2. Paper Claim forwarded to St. Louis, MO. Smart scanned to createDigital Claim Folder.

Phase IIPhase II

• One additional site (Salt Lake City, UT, RO)

• May 2011 – May 2012

• Goals: – test full application flow– demonstrate scalability (offices, users, claims)– begin to test automated process flows and/or automated

decision recommendations

24

Phase IIIPhase III

• At least one additional site (TBD)

• Nov 2011 – Nov 2012

• Goals: – Tune software for production– Demonstrate scalability (offices, users, claims)– Continue to test automated process flows and automated

decision recommendations– Validate production business processes prior to nationwide

rollout– Baseline timeliness and quality gains

25

Business Process Re-engineeringVeterans Benefits Management Assistance Program (VBMAP)

Business Process Re-engineeringVeterans Benefits Management Assistance Program (VBMAP)

26

Focuses on Claims Development segment• Grant 805,000 Veterans access to My eBenefits• Gathered all required evidence for up to 300,000 claims• Returned all evidence electronically to the VA

SummarySummary

• VBMS Phase I deployed to two Regional Offices– VBMS-Core software focuses on claims management and electronic content– “Hundreds” of claims processed

• VBMS Phase II in development– Re-factored VBMS-Core, VBMS-Correspondence Engine, VBMS-Rating– Addresses scalability concerns– Additional ROs

• VBMS Phase III initiated– Focuses on integration with revised Business Practices– Fully integrated VETSNET applications– Additional ROs

• National Roll-Out under contract in FY12

27

The VBMS Initiative StructureThe VBMS Initiative Structure



Reporting



“Desk Kicking”

28



• Developers





Questions?

29

Veterans Relationship ManagementAFCEA Luncheon Presentation


Veterans Relationship ManagementAFCEA Luncheon Presentation


Presented by: Jim SinticTechnology Acquisition Center

Program Advisory OfficeOn behalf of: Leo Phelan, Director VRM IT PMO

What is VRM?What is VRM?

The Veterans Relationship Management Program (VRM) will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner to enhance Veterans, their families, and their agents’ self-service experience through a multi-channel customer relationship management approach.

Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise"

20091124 31

VRM FocusVRM Focus

The VRM focus will include modernization of voice telephony, unification of public contact representative desktops, development of cross-VA knowledge base system, Veteran identity and access management, implementation of customer relationship management systems (CRM), and integrating self-service capabilities with multiple communication channels to empower Veterans.


20091124 32

VRM Strategic Business ObjectivesVRM Strategic Business Objectives

• Improve efficiency by facilitating anytime, anywhere access via web to promote self service and access to personalized information

• Ensure that Veterans and beneficiaries have access to accurate and consistent information on benefits and services through one knowledge base

• Streamline and improve internal business processes in order to provide high quality experiences for Veterans and their beneficiaries

• Improve transparency and provide seamless support across all touch points

• Improve ability to measure service quality

• Improve VA’s ability to successfully resolve Veterans and beneficiaries’ issues on the first contact

• Allow Veterans to receive care in VA and community care centers at reduced burden to Veterans through the implementation of an industry standard Beneficiary identification


20091124 33

VRM VisionVRM Vision

VRM will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits to enhance Veterans, their families, and their agent’s self-service experience.


Enterprise-wide: VBA, VHA, NCA, BVA

Standard Open Architecture and Common Services

Multi-Channel Veterans Relationship Management (VRM)

Web Telephone Email Mail

Veterans, Dependents, and Trusted Partners

Fax Includes

other external

interfaces

In PersonK

now

led

ge

Man

agem

ent

Kno

wle

dge

M

anag

emen

t

Iden

tity

& A

cces

s M

anag

emen

tId

entit

y &

Acc

ess

Man

agem

ent

Cus

tom

er

Rel

atio

nshi

p M

anag

emen

t

Cus

tom

er

Rel

atio

nshi

p M

anag

emen

t

Voi

ce A

cces

s M

oder

niza

tion

Voi

ce A

cces

s M

oder

niza

tion

Uni

fied

Des

ktop

Uni

fied

Des

ktop

Web

Se

lf S

ervi

ceW

eb S

elf

Ser

vice

20091124 34

Benefits to VeteransBenefits to Veterans

• Ability to receive accurate answers to inquiries in a consistent and timely manner– Reduced wait time – Inquiries answered correctly on the first attempt– Minimal need to call different numbers

• Ability to effectively perform self-service – Through robust, veteran centric channels– Within a secure environment– Available on-demand, 24/7


20091124 35

VRM Goal:Improve the speed,

accuracy, and efficiency in which information is

exchanged between veterans and the VA,

regardless of the communications method (phone, web, email, and

social media).

Benefits to VABenefits to VA

• Efficient, enterprise-wide contact management will provide a broadened understanding of Veteran needs and lead to more effective decision making.

• Enhanced self-service capabilities will allow management to reallocate VA staff normally focused on telephone or public contact.

• An enterprise knowledge base will empower VA staff with timely, accurate, and consistent information to better serve our clients.

• Integrating applications into a single desktop view will allow VA staff rapid access to authoritative business systems and decrease Veteran wait time.

• Satisfied VA staff empowered with the “right” tools, in a federated environment will lead to: – Reduction in attrition– Savings in costs for recruiting, hiring, and training replacement staff due to turnover


20091124 36

Guiding Principles for our Future DirectionGuiding Principles for our Future Direction


1. Focus on Veteran’s perspective– Comprehensive, on demand info– Consistent answers and seamless

support across touch points– Implement web-based capabilities with

user-centered design

2. Ensure Security and Privacy– Protect information– Use a consistent approach

3. Support effective VA business processes (VBMS, VLER)– Support self-service – Consider all VA needs including those

of external partners

4. Ensure new and existing initiatives align with this vision

Web

Telephone

Email

Mail

Vet

eran

s, D

epen

dent

s, a

nd T

rust

ed P

artn

ers

Fax

In Person

Veteran Experience

EffectiveVA

Enterprise Business

Operations

EffectiveVA

Enterprise Business

Operations

Vet

eran

s R

elat

ions

hip

Man

agem

ent

Vet

eran

s R

elat

ions

hip

Man

agem

ent

20091124 37

End StateEnd State

Out of VRM Scope Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise"

20091124 38

Internal

Unified Desktop

Knowledge Mgt **

IAMIAMVIERS

VADIRVADIRVADIR **

Member Services

Data Access Services

Data Svcs

DataSvcs

Data Svcs

Enabling Services

IAM Services

Other Enabling Services

Knowledge Mgt

Self-service

Eligibility

Registration

One VA Portal Framework **

VIP

VONAPP

CHAMPVA

VTA

MyHealtheVet

Veterans & Beneficiaries

Employees & Contractors

Clinical Users

Volunteers, VSOs

DoD, Other Agencies

Private Sector

VBMS

HealtheVet

Con

tact

C

ente

rW

ebE

mai

lM

ail

Fac

ilitie

sC

onta

ct

Cen

ter

Sel

f S

ervi

ce

(We

b)

Em

ail

Mai

lF

acili

ties

Pho

ne/

IVR

NOA

eBenefits

• Single sign-on• Authentication• Identity Mgt• Identity Correlation• Provisioning• Access Mgt• Proofing

• VIC• PKI Enabling• Audit &

Compliance• Credentialing• Electronic

signature• PIV• Common Security

Framework

Telephony• CTI/IVR• Call forwarding• Call recording• Intelligent call

routing• Call traffic reports• Call back option• Natural language

recognition

ES

B

Other agencies

(VBA, NCA, VHA)

External

VL

ER

Other Fed Agencies

DoD Health

DoD Admin

Other State Agencies

Private Health

Reporting & Analysis

Auto-enrollment

Military history service

Customer Relationship Management

39

VRM Definition and ApproachScope – High-Level Work Breakdown Structure

VRM Definition and ApproachScope – High-Level Work Breakdown Structure

The identified business and technical capability needs drive the need to develop and deliver core standardized functions:


20091124

VRM

Voice Access Modernization

Identity & Access Mgt

CRM/Unified Desktop

Web Self-Service

Knowledge Management

Member Services

Program Support

Technical Integration

Operations & Maintenance

Intelligent call routing

Call recording

CTI

Language recognition

Call back option

Warm transfers

OneVA Identity Management

Identity Proofing

eAuthentication

Credentialing

Single sign-on

PKI Enablement

Provisioning

Common Sec Framework

Compliance & Audit

CRM

Unified Desktop

Telephony Integration

Workflow automation

Portal

Content

Self-service

Call traffic report

OneVA Knowledge

BaseKnowledge Mgt

Sys

External info integration

Middleware

Enterprise Svc Bus

Data Access Svcs

Audit

Program Mgt

Security & Privacy

Integration Mgt

Oversight & Performance

QA/Test, Training

Requirements Mgt

Acquisitions

Risk Mgt

Communication

Financials

Architecture

Integration

Testing

Standards

SOS PlanningRegistration

Eligibility

Enrollment

ERM Common Services

40

OrganizationManagement Framework

OrganizationManagement Framework


20091124

Each functional workstream will be managed by co-leads, as a joint effort between the business and IT.

Voice Access Modernization

(VAM)

Identity & AccessMgt (IAM)

CRM)/Unified Desktop

KnowledgeManagement

MemberServices

Web Self-Service

Workstreams

Program Support

Operations & Maintenance

Technical Integration (architecture, testing, standards, SOS planning)

Program Management Office

Technical Mgt

Business Mgt

Change Control

Deliver Objectives

Comm. & Mgt.

ReportingPerf.Mgt

Risk & Issue Mgt

IMS

Integration and oversight

Overarching Integrated Product Team

Program Manager

Executive Steering Committee

Strategic direction, scope priorities

Advisory

(business, technical, compliance)

Management Support

The VRM Initiative StructureThe VRM Initiative Structure



Reporting



“Desk Kicking”

41



• Developers





Questions?

42

veterans affairs major initiatives virtual lifetime electronic record (mi 4) veterans benefits...

Documents

vler elephant

vler strategy

goal of vler

approach vler vca

vler technology platform

vler program areas

veterans vca

lead slide