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Virtual Lifetime Electronic Record (VLER) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011 PowerPoint PPT Presentation


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Veterans Affairs Major Initiatives Virtual Lifetime Electronic Record (MI 4) Veterans Benefits Management System (MI 2) Veterans Relationship Management (MI 6) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011.

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Virtual Lifetime Electronic Record (VLER) AFCEA Luncheon Presentation Eatontown, NJ Oct 20, 2011

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Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

Veterans Affairs Major InitiativesVirtual Lifetime Electronic Record (MI 4)Veterans Benefits Management System (MI 2)Veterans Relationship Management (MI 6) AFCEA Luncheon PresentationEatontown, NJOct 20, 2011


Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

Virtual Lifetime Electronic Record (VLER)AFCEA Luncheon PresentationEatontown, NJOct 20, 2011

Presented by: Bill Porter

Technology Acquisition Center

Program Advisory Office

on behalf of Gerry Lowe, VLER IT Lead


The president s direction forms the basis for the vler strategy

The President’s direction forms the basis for the VLER strategy

“Both Departments will work together to define and build a system that will ultimately contain administrative and medical information from the day an individual enters military service throughout their military career, and after they leave the military.”

President Barack Obama

April 09, 2009


What is vler

What is VLER?

  • The goal of VLER is to establish the interoperability and communication environment necessary to facilitate the rapid exchange of patient and beneficiary information between public and private partners yielding consolidated, coherent and consistent access to electronic records that will enrich support for health, benefits and personnel activities.

  • Sharing of reliable data from the best possible source.

  • D-A-T-A S-H-A-R-I-N-G


What vler is not

What VLER is NOT

  • VLER is NOT Nationwide Health Information Network (NwHIN)- NwHIN is a program within VLER which provides a specific data-sharing technology.

  • VLER is NOT an Electronic Health Record (EHR), though we apologize for the misnomer and the fact that “electronic record” appears in our name.

    • EHR will shortly become it’s own initiative and rumor has it will supplant VLER as the Secretary’s “favorite”.


Who will use vler

Who Will Use VLER?

  • Department of Veterans Affairs

    • Veterans Health Administration

    • Veterans Benefit Administration

  • Department of Defense

    • All four branches of the military

    • United States Coast Guard

  • Other Federal Partners

    • Indian Health Services

  • Private Sector

    • Health Systems

    • Primary Care Physicians

    • Specialists

  • Veterans

    • Blue Button


The vler initiative structure

The VLER Initiative Structure

  • Office of Acquisition Operations Technology Acquisition Center

  • Program Advisory Office

  • Advise and Assist the Major Initiative Team on Acquisition

  • Provide insight to Senior Acquisition Personnel

Executive Product Management Office (EPMO)

  • Governance & Executive Level Reporting

  • Strategic Direction

  • Requirements Management/Brokerage

    “Desk Kicking”

  • Information Technology Program Management Office (IT PMO)

  • Program/Project Managers

  • Developers


How is the vler initiative organized

How is the VLER Initiative Organized?


Vler it pmo a closer look at what we do well

VLER IT PMO: A Closer Look at What We Do (Well!)

  • Execution & Implementation

    • Utilizes the Program Management Accountability System (PMAS) to ensure compliance

  • Budget Formulation

    • Quad Charts, Budget Tracking Tool (BTT), Enterprise Project Schedule (EPS), and OMB Exhibit 300’s

  • Acquisition Execution

    • Development & Support BPAs, SPAWAR, “Legacy” vehicles

  • Creation and implementation of a robust/scalable Architecture

  • Create and Monitor a network of project schedules which roll up to an Integrated Master Schedule (IMS)

  • Standardization of operational support across all programs in VLER- a competency within a competency


Eating the vler elephant

Eating the VLER Elephant

  • Implement a common architecture to drive the sharing technology (NwHIN is the backbone)

  • Leverage this technology across all four VLER program areas rather than create stove pipe solutions

    • Process is referred to as “convergence”

  • In a broader sense- decompose features into four (4) VLER capability areas, or “VCAs”


Vler the approach

VLER – the approach

Veteran perspective

Provider perspective

Create

VCA 1

Health data for a clinical encounter

Demonstrate

Deploy

Create

VCA 2

Health data for a disability adjudication

Demonstrate

Deploy

VLER

VCA 3

Non-health data for benefits

Create

Demonstrate

Deploy

VCA 4

Portal for Service members and Veterans

Create

Demonstrate

Deploy


And when is the aperitif served

…and when is the aperitif served?

  • Full Operational Capability represented by culmination of VCA 4 is expected to be achieved by December 2014.


Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

Questions?


Veterans benefits management system vbms afcea luncheon presentation eatontown nj oct 20 2011

Veterans Benefits Management System (VBMS)AFCEA Luncheon PresentationEatontown, NJOct 20, 2011

Presented by: Chris Swenarton

Technology Acquisition Center

Program Advisory Office


What is vbms

What is VBMS?

VBMS is a paperless claims processing system

  • New application suite that…

    • Enables paperless claims processing

    • Enhances paper-based claims processing to highest degree possible

  • Business practices that…

    • Implement paperless claims workflow

    • Incorporate best practices into the paperless environment

  • Enterprise data services that enable external and inter-departmental communications, e.g. VRM, VLER

  • Technology platform based on Services Oriented Architecture (SOA) principles that…

    • Is the foundation for future application development at VBA

    • Incorporates legacy data and applications, e.g. VETSNET


  • Why is va investing in vbms

    Why is VA Investing in VBMS?

    • We must eliminate the paper from our process

      • Our current paper-based system is inefficient and slow

        • Wastes time

        • Wastes human resources

        • Creates bottlenecks

      • Makes it hard to communicate and share information with our Veterans and stakeholders

    • Provides VA with critical tool needed to break the back of the backlog

      • Improved timeliness through claims process automation

      • Efficient use of resources, regardless of geographic location

      • Platform for implementing improved business processes

      • Quality improvement by eliminating human error and guiding humans to ensure proper actions are taken


    What does vbms do

    What Does VBMS Do?

    • Automates claims processing

      • Improving timeliness and quality

      • Eliminates much of the data entry (human) errors

    • Lets Claims Processors focus on data instead of paper

      • Search for evidence electronically

      • Automatically connect submissions to claims tracking to correspondence

      • Collaboration between teams members and locations

      • Future: Enables rule based claims development & rating

    • Set the stage for ‘big’ process changes

      • Allows VBA to measure performance & product quality

      • Makes process restructuring possible

    • Changes the way we deliver IT via a modern technology platform

      • Begins to let us truly leverage market technology (i.e. COTS)

      • Improves code maintenance and delivery

      • Let business update correspondence/rules without IT


    How does vbms work

    How Does VBMS Work?

    • VBMS combines business process re-engineering and software

    • Software has 4 major components

      • Document Storage

        • Smart docs

        • Scanned images

        • Electronic data

      • Data about a Veteran (aka the corporate database)

      • Data about the claim

        • Corporate database ‘stuff’ (end products, contentions, status)

      • A single application user interface


    Vbms deployment strategy

    VBMS Deployment Strategy

    This chart illustrates the methodology behind the VBMS Phasing strategy. During Phase 1, the primary focus will be on software and software delivery. As additional phases begin and the software matures, the focus will shift towards business process optimization supported by software.

    Business Process Bias

    Area of Focus

    Software Bias


    Vbms major milestones

    VBMS Major Milestones


    Phase i

    Phase I

    • Providence, RI Regional Office

      • Site of Business Transformation Lab (BTL)

      • Experience testing paperless processes

      • Small, well-run office

      • Ease of access for vendors, VBMS leadership, stakeholders

    • Nov 2010 – Nov 2011

    • Goal: test the software, proof of concept


    Vbms phase i

    Veteran

    Paper Claim

    VBMS Phase I

    6

    3

    5

    1

    2

    4

    VBMS Pilot 1 app

    VETSNET apps

    Correspondence app

    Providence, RI

    Regional office

    Paper Claim

    NARA Scanning/QA

    Digital Claim Folder

    St. Louis, MO

    Filenet Image

    Repository; VBMS Servers

    AIDE, Teremark, Va.

    • Paper Claim sent to Regional Office (RO).

    Paper Claim forwarded to St. Louis, MO. Smart scanned to create

    Digital Claim Folder.

    VA Data Center

    Corporate Database

    Austin, TX

    3. Digital Claim Folder sent electronically to IR at AIDE, Teremark

    4. VBMS apps and IR accessed via VPN by VSRs at Providence, RI RO

    5. VSRs process claim w VBMS/VETSNET apps; store results in

    Corporate DB at Austin TX

    6. VBMS Correspondence app used to communicate results to Veteran


    Phase ii

    Phase II

    • One additional site (Salt Lake City, UT, RO)

    • May 2011 – May 2012

    • Goals:

      • test full application flow

      • demonstrate scalability (offices, users, claims)

      • begin to test automated process flows and/or automated decision recommendations


    Phase iii

    Phase III

    • At least one additional site (TBD)

    • Nov 2011 – Nov 2012

    • Goals:

      • Tune software for production

      • Demonstrate scalability (offices, users, claims)

      • Continue to test automated process flows and automated decision recommendations

      • Validate production business processes prior to nationwide rollout

      • Baseline timeliness and quality gains


    Business process re engineering veterans benefits management assistance program vbmap

    Business Process Re-engineeringVeterans Benefits Management Assistance Program (VBMAP)

    • Focuses on Claims Development segment

      • Grant 805,000 Veterans access to My eBenefits

      • Gathered all required evidence for up to 300,000 claims

      • Returned all evidence electronically to the VA


    Summary

    Summary

    • VBMS Phase I deployed to two Regional Offices

      • VBMS-Core software focuses on claims management and electronic content

      • “Hundreds” of claims processed

    • VBMS Phase II in development

      • Re-factored VBMS-Core, VBMS-Correspondence Engine, VBMS-Rating

      • Addresses scalability concerns

      • Additional ROs

    • VBMS Phase III initiated

      • Focuses on integration with revised Business Practices

      • Fully integrated VETSNET applications

      • Additional ROs

    • National Roll-Out under contract in FY12


    The vbms initiative structure

    The VBMS Initiative Structure

    • Office of Acquisition Operations Technology Acquisition Center

    • Program Advisory Office

    • Advise and Assist the Major Initiative Team on Acquisition

    • Provide insight to Senior Acquisition Personnel

    Executive Product Management Office (EPMO)

    • Governance & Executive Level Reporting

    • Strategic Direction

    • Requirements Management/Brokerage

      “Desk Kicking”

    • Information Technology Program Management Office (IT PMO)

    • Program/Project Managers

    • Developers


    Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

    Questions?


    Veterans relationship management afcea luncheon presentation eatontown nj oct 20 2011

    Veterans Relationship ManagementAFCEA Luncheon PresentationEatontown, NJOct 20, 2011

    Presented by: Jim Sintic

    Technology Acquisition Center

    Program Advisory Office

    On behalf of: Leo Phelan, Director VRM IT PMO


    What is vrm

    What is VRM?

    The Veterans Relationship Management Program (VRM) will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner to enhance Veterans, their families, and their agents’ self-service experience through a multi-channel customer relationship management approach.

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Vrm focus

    VRM Focus

    The VRM focus will include modernization of voice telephony, unification of public contact representative desktops, development of cross-VA knowledge base system, Veteran identity and access management, implementation of customer relationship management systems (CRM), and integrating self-service capabilities with multiple communication channels to empower Veterans.

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Vrm strategic business objectives

    VRM Strategic Business Objectives

    • Improve efficiency by facilitating anytime, anywhere access via web to promote self service and access to personalized information

    • Ensure that Veterans and beneficiaries have access to accurate and consistent information on benefits and services through one knowledge base

    • Streamline and improve internal business processes in order to provide high quality experiences for Veterans and their beneficiaries

    • Improve transparency and provide seamless support across all touch points

    • Improve ability to measure service quality

    • Improve VA’s ability to successfully resolve Veterans and beneficiaries’ issues on the first contact

    • Allow Veterans to receive care in VA and community care centers at reduced burden to Veterans through the implementation of an industry standard Beneficiary identification

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Vrm vision

    VRM Vision

    Veterans, Dependents, and Trusted Partners

    VRM will provide the capabilities required to achieve on-demand access to comprehensive VA services and benefits to enhance Veterans, their families, and their agent’s self-service experience.

    Telephone

    Mail

    Fax

    Web

    Email

    In Person

    Includes other external interfaces

    Multi-Channel Veterans Relationship Management (VRM)

    Standard Open Architecture and Common Services

    Customer Relationship Management

    Knowledge Management

    Voice Access Modernization

    Identity & Access Management

    Web Self Service

    Unified Desktop

    Enterprise-wide: VBA, VHA, NCA, BVA

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Benefits to veterans

    Benefits to Veterans

    • Ability to receive accurate answers to inquiries in a consistent and timely manner

      • Reduced wait time

      • Inquiries answered correctly on the first attempt

      • Minimal need to call different numbers

    • Ability to effectively perform self-service

      • Through robust, veteran centric channels

      • Within a secure environment

      • Available on-demand, 24/7

    VRM Goal:

    Improve the speed, accuracy, and efficiency in which information is exchanged between veterans and the VA, regardless of the communications method (phone, web, email, and social media).

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Benefits to va

    Benefits to VA

    • Efficient, enterprise-wide contact management will provide a broadened understanding of Veteran needs and lead to more effective decision making.

    • Enhanced self-service capabilities will allow management to reallocate VA staff normally focused on telephone or public contact.

    • An enterprise knowledge base will empower VA staff with timely, accurate, and consistent information to better serve our clients.

    • Integrating applications into a single desktop view will allow VA staff rapid access to authoritative business systems and decrease Veteran wait time.

    • Satisfied VA staff empowered with the “right” tools, in a federated environment will lead to:

      • Reduction in attrition

      • Savings in costs for recruiting, hiring, and training replacement staff due to turnover

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"


    Guiding principles for our future direction

    Guiding Principles for our Future Direction

    In Person

    Fax

    Effective

    VA Enterprise Business Operations

    Mail

    Veterans Relationship Management

    Email

    Veterans, Dependents, and Trusted Partners

    Telephone

    Web

    Veteran Experience

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"

    • Focus on Veteran’s perspective

      • Comprehensive, on demand info

      • Consistent answers and seamless support across touch points

      • Implement web-based capabilities with user-centered design

    • Ensure Security and Privacy

      • Protect information

      • Use a consistent approach

    • Support effective VA business processes (VBMS, VLER)

      • Support self-service

      • Consider all VA needs including those of external partners

    • Ensure new and existing initiatives align with this vision


    End state

    End State

    Veterans & Beneficiaries

    Contact Center

    Self Service (Web)

    Email

    Mail

    Other State Agencies

    Private Health

    Facilities

    Other Fed Agencies

    ESB

    Enabling Services

    IAM Services

    Other Enabling Services

    Internal

    • Telephony

    • CTI/IVR

    • Call forwarding

    • Call recording

    • Intelligent call routing

    • Call traffic reports

    • Call back option

    • Natural language recognition

    Phone/IVR

    Contact Center

    • Single sign-on

    • Authentication

    • Identity Mgt

    • Identity Correlation

    • Provisioning

    • Access Mgt

    • Proofing

    • VIC

    • PKI Enabling

    • Audit & Compliance

    • Credentialing

    • Electronic signature

    • PIV

    • Common Security Framework

    IAM

    IAM

    VIERS

    Data Access Services

    Knowledge Mgt **

    Web

    VADIR

    Unified Desktop

    VADIR

    VADIR **

    Data

    Svcs

    External

    One VA Portal Framework **

    VLER

    DoD Admin

    Email

    Data Svcs

    VIP

    Reporting & Analysis

    Knowledge Mgt

    Other agencies (VBA, NCA, VHA)

    Employees & Contractors

    VONAPP

    NOA

    Data Svcs

    Clinical Users

    CHAMPVA

    Member Services

    Mail

    VTA

    Self-service

    Registration

    MyHealtheVet

    DoD, Other Agencies

    Eligibility

    Auto-enrollment

    eBenefits

    DoD Health

    Military history service

    Volunteers, VSOs

    Facilities

    VBMS

    Customer Relationship Management

    HealtheVet

    Private Sector

    Interagency Collaboration Program Executive Office "Enabling Seamless Access across the Federal Enterprise"

    Out of VRM Scope


    Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

    VRM Definition and Approach

    Scope – High-Level Work Breakdown Structure

    The identified business and technical capability needs drive the need to develop and deliver core standardized functions:

    VRM

    Voice Access Modernization

    Identity & Access Mgt

    CRM/Unified Desktop

    Web Self-Service

    Knowledge Management

    Member Services

    Technical Integration

    Program Support

    Operations & Maintenance

    Intelligent call routing

    OneVA Identity Management

    CRM

    Portal

    OneVA Knowledge Base

    Middleware

    Architecture

    Program Mgt

    Call recording

    Identity Proofing

    Unified Desktop

    Content

    Knowledge Mgt Sys

    Enterprise Svc Bus

    Integration

    Security & Privacy

    CTI

    eAuthentication

    Telephony Integration

    Self-service

    External info integration

    Data Access Svcs

    Testing

    Integration Mgt

    Language recognition

    Credentialing

    Workflow automation

    Audit

    Standards

    Oversight & Performance

    Call back option

    Single sign-on

    SOS Planning

    QA/Test, Training

    Registration

    Warm transfers

    PKI Enablement

    Requirements Mgt

    Eligibility

    Call traffic report

    Provisioning

    Acquisitions

    Enrollment

    Common Sec Framework

    Risk Mgt

    ERM Common Services

    Compliance & Audit

    Communication

    Financials

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"

    39


    Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

    Organization

    Management Framework

    IMS

    Risk & Issue Mgt

    Perf.Mgt

    Comm. & Mgt. Reporting

    Deliver Objectives

    Change Control

    Business Mgt

    Technical Mgt

    Executive Steering Committee

    Strategic direction, scope priorities

    Program Management Office

    Overarching Integrated Product Team

    Program Manager

    Advisory

    (business, technical, compliance)

    Management Support

    Each functional workstream will be managed by co-leads, as a joint effort between the business and IT.

    Integration and oversight

    Workstreams

    Voice Access

    Modernization

    (VAM)

    Identity & Access

    Mgt (IAM)

    CRM)/

    Unified Desktop

    Web Self-Service

    Knowledge

    Management

    Member

    Services

    Program Support

    Technical Integration (architecture, testing, standards, SOS planning)

    Operations & Maintenance

    Interagency Collaboration Program Executive Office

    "Enabling Seamless Access across the Federal Enterprise"

    40


    The vrm initiative structure

    The VRM Initiative Structure

    • Office of Acquisition Operations Technology Acquisition Center

    • Program Advisory Office

    • Advise and Assist the Major Initiative Team on Acquisition

    • Provide insight to Senior Acquisition Personnel

    Executive Product Management Office (EPMO)

    • Governance & Executive Level Reporting

    • Strategic Direction

    • Requirements Management/Brokerage

      “Desk Kicking”

    • Information Technology Program Management Office (IT PMO)

    • Program/Project Managers

    • Developers


    Virtual lifetime electronic record vler afcea luncheon presentation eatontown nj oct 20 2011

    Questions?


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