Veterans Affairs Major Initiatives

yawnknotΔιαχείριση

6 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

110 εμφανίσεις

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

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


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?


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
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?


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 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



How is the VLER Initiative Organized?

8

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

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

Provider
perspective

Veteran
perspective

VLER


the approach

VLER

VCA 1

Health data for
a clinical
encounter

Create

Demonstrate

Deploy

VCA 2

Health data for
a disability
adjudication

VCA 3

Non
-
health data
for benefits

VCA 4

Portal for
Service
members and
Veterans

Create

Demonstrate

Deploy

Create

Demonstrate

Deploy

Create

Demonstrate

Deploy

12

…and when is the aperitif served?


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

13



Questions?

14

Veterans Benefits Management System
(VBMS)

AFCEA Luncheon Presentation

Eatontown, NJ

Oct 20, 2011

Presented by: Chris Swenarton

Technology Acquisition Center

Program Advisory Office

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?


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?


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?


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 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 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.

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 offices

FY 12*

21

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

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.

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

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

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

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

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





Questions?

29

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

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 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

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

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

Telephone

Email

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

20091124

34

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).


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

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


Veterans Relationship Management

20091124

37

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

IAM

VIERS

VADIR

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

Health
e
Vet

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

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

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

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





Questions?

42