Veterans Benefits Administration, Department of Veterans Affairs

Benefits Administration Call Centers

893,725 beneficiaries received education benefits in 2018.

The Veterans Benefits Administration’s (VBA) mission is to serve as a leading advocate for Servicemembers, Veterans, their families and Survivors, delivering with excellence Veteran-centered and personalized benefits and services that honor their service, assist in their readjustment, enhance their lives, and engender their full trust. VBA strives to provide excellent customer service to ensure Veterans receive prompt and accurate answers to their questions and are always treated with kindness and respect.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

Education Call Center

The Education Call Center (ECC) delivers benefits and services to Veterans across the entire Nation and foreign countries. VBA is planning to continue to improve the ECC, located in Muskogee, Oklahoma, by providing an updated National training plan for agents and focusing on first call resolution. Agents are also able to address all hardship related issues at point-of-call, which allows these claims to be processed within 24 hours and payment to be issued within three to five business days.

	FY 2018
Calls answered	2,463,786

National Call Center

VBA continues to modernize its National Call Center (NCC) model at all 8 sites (Columbia, SC; Cleveland, OH; Nashville, TN; Philadelphia, PA; Phoenix, AZ; Salt Lake City, UT; San Juan, Puerto Rico; and St. Louis, MO) to provide multiple access channels and increased point-of-interaction resolution options. The multi- channel model provides traditional and interactive care including live phone agents, e-mail, and live chat. Enhancements are expected to eliminate the need for Veterans to submit written forms and information and ensure that dependency-related issues are processed in the most efficient and effective manner possible.

	FY 2018
Calls answered	6,233,058

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.