1. Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management (MI 6) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011

2. Virtual Lifetime Electronic Record (VLER) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011
Presented by: Bill Porter
Technology Acquisition Center
Program Advisory Office
on behalf of Gerry Lowe, VLER IT Lead

3. 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

4. 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

5. What 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”.

6. 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

7. The VLER Initiative Structure
Office of Acquisition Operations Technology Acquisition Center
Program Advisory Office
Advise and Assist the Major Initiative Team on Acquisition
Provide insight to Senior Acquisition Personnel
Executive Product Management Office (EPMO)
Governance & Executive Level Reporting
Strategic Direction
Requirements Management/Brokerage
“Desk Kicking”
Information Technology Program Management Office (IT PMO)
Program/Project Managers
Developers

8. How is the VLER Initiative Organized?

9. 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

11. Eating 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”

12. VLER – the approach VLER VCA 1 Health data for a clinical encounter
Veteran perspective
Provider perspective
Create
VCA 1
Health data for a clinical encounter
Demonstrate
Deploy
VCA 2
Health data for a disability adjudication
Create
Demonstrate
Deploy
VLER
VCA 3
Non-health data for benefits
Create
Demonstrate
Deploy
VCA 4
Portal for Service members and Veterans
Create
Demonstrate
Deploy

13. …and when is the aperitif served?
Full Operational Capability represented by culmination of VCA 4 is expected to be achieved by December

14. Questions?

15. Veterans Benefits Management System (VBMS) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011
Presented by: Chris Swenarton
Technology Acquisition Center
Program Advisory Office

16. VBMS is a paperless claims processing system
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

17. 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

18. 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

19. VBMS combines business process re-engineering and software
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

20. VBMS Deployment Strategy
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.
Phase I
Phase II
Phase III
Business Process Bias
Area of Focus
Software Bias

21. VBMS Major Milestones Milestone Purpose Start 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.
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 offices
FY 12*

22. Providence, RI Regional Office
Phase 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

23. VBMS Phase I 6 1 4 2 5 3 Veteran Paper Claim Paper Claim
6. VBMS Correspondence app used to communicate results to Veteran 6
Paper Claim sent to Regional Office (RO).
Paper Claim 1
4. VBMS apps and IR accessed via VPN by VSRs at Providence, RI RO
VBMS Pilot 1 app
VETSNET apps
Correspondence app
Providence, RI
Regional office 4
NARA Scanning/QA
Digital Claim Folder
St. Louis, MO
Paper Claim 2
Paper Claim forwarded to St. Louis, MO. Smart scanned to create
Digital Claim Folder. 5
VA Data Center
Corporate Database
Austin, TX
5. VSRs process claim w VBMS/VETSNET apps; store results in
Corporate DB at Austin TX
Filenet Image
Repository; VBMS Servers
AIDE, Teremark, Va. 3
3. Digital Claim Folder sent electronically to IR at AIDE, Teremark

24. One additional site (Salt Lake City, UT, RO) May 2011 – May 2012
Phase 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

25. At least one additional site (TBD) Nov 2011 – Nov 2012 Goals:
Phase 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

26. Business Process Re-engineering Veterans Benefits Management Assistance Program (VBMAP)
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

27. Summary National Roll-Out under contract in FY12
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
National Roll-Out under contract in FY12

28. The VBMS Initiative Structure
Office of Acquisition Operations Technology Acquisition Center
Program Advisory Office
Advise and Assist the Major Initiative Team on Acquisition
Provide insight to Senior Acquisition Personnel
Executive Product Management Office (EPMO)
Governance & Executive Level Reporting
Strategic Direction
Requirements Management/Brokerage
“Desk Kicking”
Information Technology Program Management Office (IT PMO)
Program/Project Managers
Developers

29. Questions?

30. Veterans Relationship Management AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011
Presented by: Jim Sintic
Technology Acquisition Center
Program Advisory Office
On behalf of: Leo Phelan, Director VRM IT PMO

31. 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"

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

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

34. VRM 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
Mail
Veterans, Dependents, and Trusted Partners
Fax
Includes other external interfaces
In Person
Knowledge Management
Identity & Access Management
Customer Relationship Management
Voice Access Modernization
Unified Desktop
Web Self Service
Interagency Collaboration Program Executive Office
"Enabling Seamless Access across the Federal Enterprise"

35. Benefits 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
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, , and social media).
Interagency Collaboration Program Executive Office
"Enabling Seamless Access across the Federal Enterprise"

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

37. Guiding Principles for our Future Direction
Web
Telephone
Mail
Veterans, Dependents, and Trusted Partners
Fax
In Person
Veteran Experience
Effective
VA Enterprise Business Operations
Veterans Relationship Management
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
Ensure Security and Privacy
Protect information
Use a consistent approach
Support effective VA business processes (VBMS, VLER)
Support self-service
Consider all VA needs including those of external partners
Ensure new and existing initiatives align with this vision
Interagency Collaboration Program Executive Office
"Enabling Seamless Access across the Federal Enterprise"

38. End State ESB VLER Internal Unified Desktop Member Services
Knowledge Mgt **
IAM
VIERS
VADIR
VADIR **
Member Services
Data Access Services
Data Svcs
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
Contact Center
Web
Mail
Facilities
Self Service (Web)
Phone/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
ESB
Other agencies (VBA, NCA, VHA)
External
VLER
Other Fed Agencies
DoD Health
DoD Admin
Other State Agencies
Private Health
Reporting & Analysis
Auto-enrollment
Military history service
Customer Relationship Management
Out of VRM Scope
Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise"

39. VRM Definition and Approach
Scope – High-Level Work Breakdown Structure
The identified business and technical capability needs drive the need to develop and deliver core standardized functions:
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 Base
Knowledge 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 Planning
Registration
Eligibility
Enrollment
ERM Common Services
Interagency Collaboration Program Executive Office
"Enabling Seamless Access across the Federal Enterprise" 39 39

40. Organization Management Framework Executive Steering Committee
Voice Access
Modernization
(VAM)
Identity & Access
Mgt (IAM)
CRM)/
Unified Desktop
Knowledge
Management
Member
Services
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. Reporting
Perf.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
Each functional workstream will be managed by co-leads, as a joint effort between the business and IT.
Interagency Collaboration Program Executive Office
"Enabling Seamless Access across the Federal Enterprise" 40 40

41. The VRM Initiative Structure
Office of Acquisition Operations Technology Acquisition Center
Program Advisory Office
Advise and Assist the Major Initiative Team on Acquisition
Provide insight to Senior Acquisition Personnel
Executive Product Management Office (EPMO)
Governance & Executive Level Reporting
Strategic Direction
Requirements Management/Brokerage
“Desk Kicking”
Information Technology Program Management Office (IT PMO)
Program/Project Managers
Developers

42. Questions?