Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


About this HISP

The Veterans Benefits Administration (VBA) serves over 5.5 million Veterans across 56 regional offices with personalized benefits and services related to education, life insurance, home loan guaranty, and employment. In 2020, VBA guaranteed 1.2 million home loans and provided Post-9/11 GI Bill payments to over 600,000 beneficiaries.

Designated Services

Contacting the Benefits Administration contact center

VBA sends surveys to those who interact with its call centers.

Q3 2021

Q2 2021

Q1 2021


About this HISP

The Veterans Health Administration (VHA) is the largest integrated health care system in the United States, providing care at 1,293 health care facilities, including 171 VA Medical Centers and 1,112 outpatient sites of care of varying complexity to over 9 million Veterans enrolled in the VA health care program.

Designated Services

Receiving outpatient services

VHA sends email surveys to everyone who receives outpatient services.

Q3 2021

Q2 2021

Q1 2021