VA OI&T Continues to Drive Digital Transformation in Spite of the Pandemic

VA’s CIO, James Gfrerer, describes in his introduction how the OI&T team rose to meet the challenges of the COVID-19 pandemic with “historic results.” He refers to the year in review as a “highlight reel of these results and of the achievements we have made.”  Gfrerer says that 2020 brought challenge and hardship, but also insight and opportunity, which accelerated the implementation of the team’s Digital Transformation Strategy.

The document describes OI&T’s major accomplishments in each of its five strategic imperatives:

• Exceptional Customer Service
• IT Modernization
• Strategic Sourcing
• IT Workforce Transformation
• Seamless and Secure Interoperability

In the area of providing exceptional customer service, OI&T supported VA’s response to the pandemic resulting in an increased Customer Satisfaction Index Score of 78, representing a three-point increase. The IT staff also received top-quality marks for its internal Enterprise Service Desk (ESD) support, and it developed an online tool to make disability claims submissions easier. OI&T also highlighted its work with the Veterans Benefits Administration (VBA), which resulted in the processing of a record number of veteran claims during the pandemic, driving an eight-point increase in customer satisfaction scores.

In the area of IT modernization, OI&T highlighted how it delivered several innovative IT solutions in record time to respond to the pandemic, such as a digital pre-entry screening tool and a COVID-19 chatbot. The VA IT staff also expanded VA’s Video Connect system to support a 1,603% increase in telehealth video visits, migrated VA staff to Microsoft teams, and deployed a 24/7 chat function for its Enterprise Service Desk. OI&T also fast-tracked IT infrastructure upgrades at the Garland VA Medical Center and facilitated VA’s 3D printing framework for distributing surgical facemasks.

OI&T advanced strategic sourcing initiatives by leveraging vendor relationships to quadruple VA VPN connection capacity to over 500,000 and dramatically scaled Citrix Access Gateway (CAG) capacity to over 260,000 from a previous 16,000. OI&T also doubled its gateway bandwidth from 80 GB to 160 GB and quadrupled virtual servers from 1,700 to 7,600. OI&T distributed 199,000 laptops and more than 11,000 mobile devices to allow VA employees to better serve veteran patients and customers.

To further IT workforce transformation throughout the ongoing pandemic, VA’s CIO, James Gfrerer, led biweekly town halls on his staff’s evolving response. Additionally, OI&T helped launch the Cyber Career Pathways Tool which presents a new and interactive way to explore work roles within the National Initiative for Cybersecurity Education Cybersecurity Workforce Framework. OI&T also participated in a joint pilot with HHS to share certificates for hiring on USAJobs, making it easier for both agencies to fill critical positions.

OI&T promoted seamless and secure interoperability by supporting Electronic Health Records Modernization (EHRM) activities, which led to a successful launch at the first site in Spokane, WA. OI&T also partnered with VHA to deliver Consult Toolbox enhancements in less than ten days. The toolbox enhancements now allow VA providers, clinicians, and support staff to prioritize appointment scheduling during the pandemic.

According to the report, OI&T’s priorities for 2021 include:

• Providing faster access to IT support for VA agencies, including 24/7 chat options as well as device-as-a-service and Windows Virtual Desktop
• Continuing to use human-centered design
• Continuing migration of applications to the cloud to provide greater access, as well as cost avoidance
• Creating a “supply depot” for managed services to scale in times of need
• Standing up of an Investment Review Board to prioritize IT investments, support modernization, and align IT funding to VA’s biggest priorities
• Supporting VA’s Electronic Health Record Modernization for more sites
• Continuing use of strategic sourcing to drive value and obtain the right IT materials, services, solutions at the best value
• Becoming an employer of choice for IT workers
• Boosting recruitment of professionals with next-generation IT skillsets
• Cultivating customer-centered product managers focused on measurable outcomes
• Ensuring current employees receive the training and support needed to enhance their capabilities
• Optimizing the VA clinician and the veteran experience by balancing security, rapid delivery, and interoperability
• Continuing to use a layered defense-in-depth approach to information security to protect veteran data

VA reliance on contractors to fulfill IT mission goals is likely to remain strong well into the future. Federal IT contractors may find opportunities to assist VA OI&T in areas such as IT modernization, human-centered design, IT training, and cloud migration.