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

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
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

slide39

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

slide40

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