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Reliability Rules

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  • Published on: June 23, 2021

After the Department of Veterans Affairs’ Office of Information and Technology (OIT) workforce received high marks in 2020 based on a national customer service assessment formula, we drilled down into the data for insight on how OIT can continually provide quality service-delivery to Veterans and VA business partners.

Consider one data-point from the 2020 national customer satisfaction survey:

The OIT Account Management Office serves as the key liaison between OIT and its business partners, customizing IT services to meet each administration’s changing needs. In 2020, VA employees noted that [OIT] support played a key role in their satisfaction with OIT’s services, increasing the satisfaction score for this aspect from 56 to 77 in just one year based on the American Customer Satisfaction Index scale.

OIT’s favorability score in that category increased by more than twenty points, while in several other categories, too, customers ranked OIT’s service higher than comparable private sector companies, per the index.

At the same time, OIT lives by a commitment to continual learning and improvement. That is why the survey findings inspire OIT to take a deeper dive into its performance metrics to ensure that service to Veterans and VA partners is always reliable, timely, responsive, and cost effective.

Results of a customer experience survey conducted by OIT’s Customer Experience and Data Science Talent Management Office found that during November 2020 through April 2021, more than 60 percent of VA employees surveyed indicated they are “confident” in IT Specialists’ performance during service calls; moreover, the majority of respondents added that they will favorably recommend OIT to co-workers.

The same survey also revealed specific themes regarding customer confidence in IT Specialists’ performance.

  • Timely Response and Resolution: IT specialists deliver an expedient response to customers’ requests and work efficiently to resolve issues.
  • Customer Support: Representatives are customer service focused when working with end users, displaying high levels of knowledge and patience.
  • Communication: IT representatives listen effectively to understand the nature of customer requests.

What does this mean for our top customers, Veterans?

It means that Veterans accessing benefits and services online via VA.gov or directly onsite at Veterans Health Administration, Veterans Benefits Administration, and the National Cemetery Administration facilities can safely rely on the dependability and responsiveness of OIT’s Enterprise Service workforce.

“IT is an integral part of the business of the VA,” said Georgia David, Area Manager of VA in Philadelphia, PA, including a Veterans Health Administration site.

While OIT has certainly earned a “victory lap” to celebrate favorable customer satisfaction ratings, its workforce and leaders know that the most important finish line is always over the horizon — and that their mission is to continue providing quality, reliable service.

To see how OIT earns high customer service ratings by delivering quality solutions to Veterans, family-members and stakeholders, play the short video below featuring three VA Area Managers: Ms. David of Philadelphia, Pennsylvania, Mr. Justin Lowther, Area Manager in Marion, Illinois, and Ms. Angela Williams, Area Manager in Houston, Texas.

Our commitment to digital and IT transformation is shaped by daily dedication to customer service and the close collaboration of our workforce, managers, and leaders. Ready to join us in improving Veterans’ care? Check out all current information and technology career opportunities on DigitalVA. You can also contact VA’s Office of the Chief Human Capital Officer at 512-326-6600, Monday thru Friday, 7 a.m. to 5 p.m. CST or by submitting a resume to VACareers@va.gov.

Our commitment to digital and IT transformation is shaped by daily dedication to customer service and the close collaboration of our workforce, managers, and leaders. Ready to join us in improving Veterans’ care? Check out all current information and technology career opportunities on DigitalVA. You can also contact VA’s Office of the Chief Human Capital Officer at 512-326-6600, Monday thru Friday, 7 a.m. to 5 p.m. CST or by submitting a resume to VACareers@va.gov.

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Page last updated on June 23, 2021

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