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The Veterans Health Administration (VHA) is America’s largest integrated health care system, serving 9 million enrolled Veterans. VHA aims to honor America’s Veterans by providing exceptional health care that improves their health and well-being. VHA also emphasizes prevention and population health and contributes to the nation's well-being through education, research and service in National emergencies.
Service design artifacts to support
Customer Experience planning and change management.
Each agency generates operational data;
including web traffic and customer feedback.
View CX Feedback Data
Digital Analytics Data
The Veterans Health Administration outpatient customer experience survey data is presented below for Fiscal Year 2019 quarters 1-3.
Mapping of the VHA-adapted questions to the government-wide CX measures and the conversion of the VHA submitted data to an overall score out of 5 on each of the CX measures can be found here.
Calls per year: VHA’s Outpatient Services Contact Centers answered more than 41 million calls in FY18 (i.e., calls for appointment scheduling, pharmacy services, etc.). The average speed of answer was 56 seconds.
Online visits per year: 280.11 million site visits to VA.gov
Website Visits by Device to VA.gov:
Patients to facilities per year: There were 85.95 million Outpatient Visits in FY18