“In a move toward overcoming challenges around providing care best tailored to veterans’ needs, the Department of Veterans Affairs is turning to big data analytics to improve the agency’s core services, top agency leaders detailed this week at the AIWorld Government conference in Washington, D.C.”
“The agency has made significant advances in its human-centered design policy through leveraging both veterans data and personal feedback to instate agency-wide reforms, explained conference speakers Chief of Staff Lee Becker and Director of Enterprise Measurements Anil Tilbe of the Veterans Experience Office.”
“This newfound approach helped inform the Journeys of Veterans map, a comprehensive outline of how veterans are introduced to and subsequently navigate the VA and its myriad services. Rather than an agency-centric perspective that views the VA as a siloed bureaucracy, the Journeys of Veterans approach considers how veterans with particular needs are guided through intake and care — evaluating the process holistically from referral to ongoing treatment…”
“The ultimate goal appears to center on building a dynamic optimization framework that is especially responsive to user experience. Recent innovations in VA care have been supported in part by integrating best practices from the private sector, noting how corporations renowned for their quality of customer service have shaped their business models to build and sustain positive customer relations. This has run in tandem with integrating new developments in big data processing, particularly the coalescing of separately compiled data sets.” Read the full article here.
Source: VA Signals Focus on User-Centric Analytics – By Adam Patterson, June 26, 2019. Government CIO.
