Healthcare Technology Featured Article

September 24, 2010

Healthcare Technology and News: Department of Veterans Affairs Launches Veterans Relationship Management Initiative


The Department of Veterans Affairs, whose vision is to provide veterans with the world-class benefits and services they have earned and to do so by adhering to the highest standards of compassion, commitment, excellence, professionalism, integrity, accountability and stewardship, is introducing a multi-year initiative called Veterans Relationship Management (VRM).

The Veterans Relationship Management initiative will significantly improve veteran’s access to healthcare and benefits information. It is just one of the numerous initiatives Veterans Affairs is launching to help veterans get timely access to healthcare and benefits.

Eric K. Shinseki, the secretary of Veterans Affairs, stated that Veterans Relationship Management will transform veterans’ interactions with the VA by using innovative 21st century technologies. Veterans will have a better experience when they contact the VA for assistance, and the employees of Veterans Affairs will be able to quickly convey accurate, up-to-date information through call centers and the Internet.

Veterans will finally find improved self-service capabilities. Employees of Veterans Affairs will also be able to better serve veterans, their families and survivors using the best tools.

The Veterans Relationship Management will provide better telephone services to allow veterans to reach a call center agent faster by the end of this year. The quality of services provided to veterans will be guaranteed by the recording and review of calls.VRM enhancements will be rolled out in six-month increments to help ensure success.

The Internet site is a significant part of Veterans Relationship Management. The site puts the veterans in the driver’s seat for information. Veterans Affairs worked with the Department of Defense to offer a single sign-on capability for service members and veterans. This quickly confirms the identity of an individual. It then enables people to complete transactions without the need to re-enter information.


Vinti Vaid is a contributing editor for HealthTechZone. To read more of Vinti's articles, please visit her columnist page.

Edited by Beecher Tuttle






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