Veterans Relationship Management Initiative

by Levi Newman on October 7, 2010

For veterans exploring health care and benefit options, their lives are about to get easier. Veterans Relationship Management – a multi-year initiative being launched by the department of Veterans Affairs – is going to expand the use of technology in VA’s service resources to veterans understand their options and receive benefits more quickly.

One way in which this will happen is on the Internet. Veterans and Servicemembers will be able to sign-on to the VA’s benefits site and be immediately identified, so that they will not have to re-enter their personal information for every transaction they complete. The information on this website also helps veterans do much of their own research about benefits on their own. Some parts of the website are already available for veterans to log into and receive personal information – VA home loan eligibility certificates, pension claims, military personnel records, and status on compensation – but this change will incorporate everything into a single sign-on, making the process of receiving benefits as easy as possible for veterans.

Another big change will incur with their telephone services. Calls will be recorded and reviewed so as to make sure veterans are receiving quality help when they call in with questions or requests.

Changes will occur over six-month intervals to ensure that they are of appropriate caliber. And in addition to the increase in self-service options for veterans, VA employees will have improved tools with which to help veterans as well. The overall goal of this program is to help veterans get access to health care and benefits in as timely and efficient a manner as possible.

Photo thanks to Newhouse School MPD under creative common license on Flickr.

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