Presentation on theme: "Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management."— Presentation transcript:
1Veterans 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
2Virtual Lifetime Electronic Record (VLER) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011 Presented by: Bill PorterTechnology Acquisition CenterProgram Advisory Officeon behalf of Gerry Lowe, VLER IT Lead
3The 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 ObamaApril 09, 2009
4What 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
5What VLER is NOTVLER 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”.
6Who Will Use VLER? Department of Veterans Affairs Veterans Health AdministrationVeterans Benefit AdministrationDepartment of DefenseAll four branches of the militaryUnited States Coast GuardOther Federal PartnersIndian Health ServicesPrivate SectorHealth SystemsPrimary Care PhysiciansSpecialistsVeteransBlue Button
7The VLER Initiative Structure Office of Acquisition Operations Technology Acquisition CenterProgram Advisory OfficeAdvise and Assist the Major Initiative Team on AcquisitionProvide insight to Senior Acquisition PersonnelExecutive Product Management Office (EPMO)Governance & Executive Level ReportingStrategic DirectionRequirements Management/Brokerage“Desk Kicking”Information Technology Program Management Office (IT PMO)Program/Project ManagersDevelopers
9VLER IT PMO: A Closer Look at What We Do (Well!) Execution & ImplementationUtilizes the Program Management Accountability System (PMAS) to ensure complianceBudget FormulationQuad Charts, Budget Tracking Tool (BTT), Enterprise Project Schedule (EPS), and OMB Exhibit 300’sAcquisition ExecutionDevelopment & Support BPAs, SPAWAR, “Legacy” vehiclesCreation and implementation of a robust/scalable ArchitectureCreate 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
11Eating 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 solutionsProcess is referred to as “convergence”In a broader sense- decompose features into four (4) VLER capability areas, or “VCAs”
12VLER – the approach VLER VCA 1 Health data for a clinical encounter Veteran perspectiveProvider perspectiveCreateVCA 1Health data for a clinical encounterDemonstrateDeployVCA 2Health data for a disability adjudicationCreateDemonstrateDeployVLERVCA 3Non-health data for benefitsCreateDemonstrateDeployVCA 4Portal for Service members and VeteransCreateDemonstrateDeploy
13…and when is the aperitif served? Full Operational Capability represented by culmination of VCA 4 is expected to be achieved by December
15Veterans Benefits Management System (VBMS) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011 Presented by: Chris SwenartonTechnology Acquisition CenterProgram Advisory Office
16VBMS is a paperless claims processing system What is VBMS?VBMS is a paperless claims processing systemNew application suite that…Enables paperless claims processingEnhances paper-based claims processing to highest degree possibleBusiness practices that…Implement paperless claims workflowIncorporate best practices into the paperless environmentEnterprise data services that enable external and inter-departmental communications, e.g. VRM, VLERTechnology platform based on Services Oriented Architecture (SOA) principles that…Is the foundation for future application development at VBAIncorporates legacy data and applications, e.g. VETSNET
17Why is VA Investing in VBMS? We must eliminate the paper from our processOur current paper-based system is inefficient and slowWastes timeWastes human resourcesCreates bottlenecksMakes it hard to communicate and share information with our Veterans and stakeholdersProvides VA with critical tool needed to break the back of the backlogImproved timeliness through claims process automationEfficient use of resources, regardless of geographic locationPlatform for implementing improved business processesQuality improvement by eliminating human error and guiding humans to ensure proper actions are taken
18What Does VBMS Do? Automates claims processing Improving timeliness and qualityEliminates much of the data entry (human) errorsLets Claims Processors focus on data instead of paperSearch for evidence electronicallyAutomatically connect submissions to claims tracking to correspondenceCollaboration between teams members and locationsFuture: Enables rule based claims development & ratingSet the stage for ‘big’ process changesAllows VBA to measure performance & product qualityMakes process restructuring possibleChanges the way we deliver IT via a modern technology platformBegins to let us truly leverage market technology (i.e. COTS)Improves code maintenance and deliveryLet business update correspondence/rules without IT
19VBMS combines business process re-engineering and software How Does VBMS Work?VBMS combines business process re-engineering and softwareSoftware has 4 major componentsDocument StorageSmart docsScanned imagesElectronic dataData about a Veteran (aka the corporate database)Data about the claimCorporate database ‘stuff’ (end products, contentions, status)A single application user interface
20VBMS 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 IPhase IIPhase IIIBusiness Process BiasArea of FocusSoftware Bias
21VBMS Major Milestones Milestone Purpose Start Date Completion Date Virtual Regional OfficeDevelop business requirements through creation of a graphical user interface (GUI).Jan 2010May 2010VBMS Wireframe DiagramWire diagram of linkage between application and underlying components showing how Pilot I software release will function.June 2010Jul 31, 2010Pre-Production Working SystemDemonstrate system functionality in test environment, subject to punch-out list prior to Pilot I deployment.Sep 30, 2010Phase ITest initial software, and ability to process claims from end-to-end in paperless environment.Nov 2010Nov 2011Phase IITest further iteration of software (increased functionality), test scalability – locations and types of claimsMay 2011May 2012Phase IIIPrimary goal is to blend software with improved business processes.Nov 2012Nov 2013National DeploymentDelivery of production system to all regional officesFY 12*
22Providence, RI Regional Office Phase IProvidence, RI Regional OfficeSite of Business Transformation Lab (BTL)Experience testing paperless processesSmall, well-run officeEase of access for vendors, VBMS leadership, stakeholdersNov 2010 – Nov 2011Goal: test the software, proof of concept
23VBMS Phase I 6 1 4 2 5 3 Veteran Paper Claim Paper Claim 6. VBMS Correspondence app used to communicate results to Veteran6Paper Claim sent to Regional Office (RO).Paper Claim14. VBMS apps and IR accessed via VPN by VSRs at Providence, RI ROVBMS Pilot 1 appVETSNET appsCorrespondence appProvidence, RIRegional office4NARA Scanning/QADigital Claim FolderSt. Louis, MOPaper Claim2Paper Claim forwarded to St. Louis, MO. Smart scanned to createDigital Claim Folder.5VA Data CenterCorporate DatabaseAustin, TX5. VSRs process claim w VBMS/VETSNET apps; store results inCorporate DB at Austin TXFilenet ImageRepository; VBMS ServersAIDE, Teremark, Va.33. Digital Claim Folder sent electronically to IR at AIDE, Teremark
24One additional site (Salt Lake City, UT, RO) May 2011 – May 2012 Phase IIOne additional site (Salt Lake City, UT, RO)May 2011 – May 2012Goals:test full application flowdemonstrate scalability (offices, users, claims)begin to test automated process flows and/or automated decision recommendations
25At least one additional site (TBD) Nov 2011 – Nov 2012 Goals: Phase IIIAt least one additional site (TBD)Nov 2011 – Nov 2012Goals:Tune software for productionDemonstrate scalability (offices, users, claims)Continue to test automated process flows and automated decision recommendationsValidate production business processes prior to nationwide rolloutBaseline timeliness and quality gains
26Business Process Re-engineering Veterans Benefits Management Assistance Program (VBMAP) Focuses on Claims Development segmentGrant 805,000 Veterans access to My eBenefitsGathered all required evidence for up to 300,000 claimsReturned all evidence electronically to the VA
27Summary National Roll-Out under contract in FY12 VBMS Phase I deployed to two Regional OfficesVBMS-Core software focuses on claims management and electronic content“Hundreds” of claims processedVBMS Phase II in developmentRe-factored VBMS-Core, VBMS-Correspondence Engine, VBMS-RatingAddresses scalability concernsAdditional ROsVBMS Phase III initiatedFocuses on integration with revised Business PracticesFully integrated VETSNET applicationsNational Roll-Out under contract in FY12
28The VBMS Initiative Structure Office of Acquisition Operations Technology Acquisition CenterProgram Advisory OfficeAdvise and Assist the Major Initiative Team on AcquisitionProvide insight to Senior Acquisition PersonnelExecutive Product Management Office (EPMO)Governance & Executive Level ReportingStrategic DirectionRequirements Management/Brokerage“Desk Kicking”Information Technology Program Management Office (IT PMO)Program/Project ManagersDevelopers
30Veterans Relationship Management AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011 Presented by: Jim SinticTechnology Acquisition CenterProgram Advisory OfficeOn behalf of: Leo Phelan, Director VRM IT PMO
31What 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"
32VRM FocusThe 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"
33VRM Strategic Business Objectives Improve efficiency by facilitating anytime, anywhere access via web to promote self service and access to personalized informationEnsure that Veterans and beneficiaries have access to accurate and consistent information on benefits and services through one knowledge baseStreamline and improve internal business processes in order to provide high quality experiences for Veterans and their beneficiariesImprove transparency and provide seamless support across all touch pointsImprove ability to measure service qualityImprove VA’s ability to successfully resolve Veterans and beneficiaries’ issues on the first contactAllow Veterans to receive care in VA and community care centers at reduced burden to Veterans through the implementation of an industry standard Beneficiary identificationInteragency Collaboration Program Executive Office"Enabling Seamless Access across the Federal Enterprise"
34VRM VisionVRM 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, BVAStandard Open Architecture and Common ServicesMulti-Channel Veterans Relationship Management (VRM)WebTelephoneMailVeterans, Dependents, and Trusted PartnersFaxIncludes other external interfacesIn PersonKnowledge ManagementIdentity & Access ManagementCustomer Relationship ManagementVoice Access ModernizationUnified DesktopWeb Self ServiceInteragency Collaboration Program Executive Office"Enabling Seamless Access across the Federal Enterprise"
35Benefits to VeteransAbility to receive accurate answers to inquiries in a consistent and timely mannerReduced wait timeInquiries answered correctly on the first attemptMinimal need to call different numbersAbility to effectively perform self-serviceThrough robust, veteran centric channelsWithin a secure environmentAvailable on-demand, 24/7VRM 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"
36Benefits to VAEfficient, 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 attritionSavings in costs for recruiting, hiring, and training replacement staff due to turnoverInteragency Collaboration Program Executive Office"Enabling Seamless Access across the Federal Enterprise"
37Guiding Principles for our Future Direction WebTelephoneMailVeterans, Dependents, and Trusted PartnersFaxIn PersonVeteran ExperienceEffectiveVA Enterprise Business OperationsVeterans Relationship ManagementFocus on Veteran’s perspectiveComprehensive, on demand infoConsistent answers and seamless support across touch pointsImplement web-based capabilities with user-centered designEnsure Security and PrivacyProtect informationUse a consistent approachSupport effective VA business processes (VBMS, VLER)Support self-serviceConsider all VA needs including those of external partnersEnsure new and existing initiatives align with this visionInteragency Collaboration Program Executive Office"Enabling Seamless Access across the Federal Enterprise"
38End State ESB VLER Internal Unified Desktop Member Services Knowledge Mgt **IAMVIERSVADIRVADIR **Member ServicesData Access ServicesData SvcsDataSvcsEnabling ServicesIAM ServicesOther Enabling ServicesKnowledge MgtSelf-serviceEligibilityRegistrationOne VA Portal Framework **VIPVONAPPCHAMPVAVTAMyHealtheVetVeterans & BeneficiariesEmployees & ContractorsClinical UsersVolunteers, VSOsDoD, Other AgenciesPrivate SectorVBMSHealtheVetContact CenterWebMailFacilitiesSelf Service (Web)Phone/IVRNOAeBenefitsSingle sign-onAuthenticationIdentity MgtIdentity CorrelationProvisioningAccess MgtProofingVICPKI EnablingAudit & ComplianceCredentialingElectronic signaturePIVCommon Security FrameworkTelephonyCTI/IVRCall forwardingCall recordingIntelligent call routingCall traffic reportsCall back optionNatural language recognitionESBOther agencies (VBA, NCA, VHA)ExternalVLEROther Fed AgenciesDoD HealthDoD AdminOther State AgenciesPrivate HealthReporting & AnalysisAuto-enrollmentMilitary history serviceCustomer Relationship ManagementOut of VRM ScopeInteragency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise"
39VRM Definition and Approach Scope – High-Level Work Breakdown StructureThe identified business and technical capability needs drive the need to develop and deliver core standardized functions:VRMVoice Access ModernizationIdentity & Access MgtCRM/Unified DesktopWeb Self-ServiceKnowledge ManagementMember ServicesProgram SupportTechnical IntegrationOperations & MaintenanceIntelligent call routingCall recordingCTILanguage recognitionCall back optionWarm transfersOneVA Identity ManagementIdentity ProofingeAuthenticationCredentialingSingle sign-onPKI EnablementProvisioningCommon Sec FrameworkCompliance & AuditCRMUnified DesktopTelephony IntegrationWorkflow automationPortalContentSelf-serviceCall traffic reportOneVA Knowledge BaseKnowledge Mgt SysExternal info integrationMiddlewareEnterprise Svc BusData Access SvcsAuditProgram MgtSecurity & PrivacyIntegration MgtOversight & PerformanceQA/Test, TrainingRequirements MgtAcquisitionsRisk MgtCommunicationFinancialsArchitectureIntegrationTestingStandardsSOS PlanningRegistrationEligibilityEnrollmentERM Common ServicesInteragency Collaboration Program Executive Office"Enabling Seamless Access across the Federal Enterprise"3939
40Organization Management Framework Executive Steering Committee Voice AccessModernization(VAM)Identity & AccessMgt (IAM)CRM)/Unified DesktopKnowledgeManagementMemberServicesWeb Self-ServiceWorkstreamsProgram SupportOperations & MaintenanceTechnical Integration (architecture, testing, standards, SOS planning)Program Management OfficeTechnical MgtBusiness MgtChange ControlDeliver ObjectivesComm. & Mgt. ReportingPerf.MgtRisk & Issue MgtIMSIntegration and oversightOverarching Integrated Product TeamProgram ManagerExecutive Steering CommitteeStrategic direction, scope prioritiesAdvisory(business, technical, compliance)Management SupportEach 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"4040
41The VRM Initiative Structure Office of Acquisition Operations Technology Acquisition CenterProgram Advisory OfficeAdvise and Assist the Major Initiative Team on AcquisitionProvide insight to Senior Acquisition PersonnelExecutive Product Management Office (EPMO)Governance & Executive Level ReportingStrategic DirectionRequirements Management/Brokerage“Desk Kicking”Information Technology Program Management Office (IT PMO)Program/Project ManagersDevelopers