Presentation is loading. Please wait.

Presentation is loading. Please wait.

Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management.

Similar presentations


Presentation on theme: "Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management."— Presentation transcript:

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 3

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 4

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”. 5

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 6

7 The 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 Center Program Advisory Office Advise and Assist the Major Initiative Team on Acquisition Provide insight to Senior Acquisition Personnel

8 How is the VLER Initiative Organized? 8

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 9

10 10

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” 11

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

13 …and when is the aperitif served? Full Operational Capability represented by culmination of VCA 4 is expected to be achieved by December 2014. 13

14 Questions? 14

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 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

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 17

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 18

19 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

20 VBMS Deployment Strategy Phase IPhase IIPhase 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

21 VBMS Major Milestones MilestonePurpose Start DateCompletion Date Virtual Regional OfficeDevelop business requirements through creation of a graphical user interface (GUI). Jan 2010May 2010 VBMS Wireframe Diagram Wire diagram of linkage between application and underlying components showing how Pilot I software release will function. June 2010Jul 31, 2010 Pre-Production Working System Demonstrate system functionality in test environment, subject to punch-out list prior to Pilot I deployment. June 2010Sep 30, 2010 Phase ITest initial software, and ability to process claims from end-to- end in paperless environment. Nov 2010Nov 2011 Phase IITest further iteration of software (increased functionality), test scalability – locations and types of claims May 2011May 2012 Phase IIIPrimary goal is to blend software with improved business processes. Nov 2012Nov 2013 National DeploymentDelivery of production system to all regional offices FY 12* 21

22 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 22

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

24 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 24

25 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 25

26 Business Process Re-engineering Veterans 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

27 Summary 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

28 The VBMS Initiative Structure Executive Product Management Office (EPMO) Governance & Executive Level Reporting Strategic Direction Requirements Management/Brokerage “Desk Kicking” 28 Information Technology Program Management Office (IT PMO) Program/Project Managers Developers 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

29 Questions? 29

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" 20091124 31

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" 20091124 32

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" 20091124 33

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. Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise" Enterprise-wide: VBA, VHA, NCA, BVA Standard Open Architecture and Common Services Multi-Channel Veterans Relationship Management (VRM) Web TelephoneEmailMail 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 20091124 34

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

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" 20091124 36

37 Guiding Principles for our Future Direction Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise" 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 Veterans, Dependents, and Trusted Partners Fax In Person Veteran Experience Effective VA Enterprise Business Operations Effective VA Enterprise Business Operations Veterans Relationship Management 20091124 37

38 End State Out of VRM Scope Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise" 20091124 38 Internal Unified Desktop Knowledge Mgt ** IAM VIERS VADIR VADIR ** Member Services Data Access Services Data Svcs 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 Email Mail Facilities Contact Center Self Service (Web) Email Mail Facilities Phone/IV R 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

39 39 VRM Definition and Approach Scope – High-Level Work Breakdown Structure 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: Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise" 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 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

40 40 Organization Management Framework Organization Management Framework Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise" 20091124 Each functional workstream will be managed by co-leads, as a joint effort between the business and IT. 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

41 The VRM Initiative Structure Executive Product Management Office (EPMO) Governance & Executive Level Reporting Strategic Direction Requirements Management/Brokerage “Desk Kicking” 41 Information Technology Program Management Office (IT PMO) Program/Project Managers Developers 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

42 Questions? 42


Download ppt "Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management."

Similar presentations


Ads by Google