Improve Government Outreach

In recent years, VA has made incredible strides to modernize its internal and external operating systems. The implementation of new interoperable electronic health records is underway, allowing VA and DoD clinicians to share health data, ensuring continuity of care for transitioning servicemembers. Additionally, VA has updated its website to be more interactive and intuitive, allowing veterans to quickly find the information they need. These are major accomplishments and a system slowly but surely moving to the 21st century is a win for all veterans.

Each generation of veterans, including the post-9/11 generation, rely on VA for both health care and benefits, and an agile system capable of accommodating them is critical. About 49% of all veterans are enrolled in VA health care. Among IAVA member survey respondents, 84% are enrolled in VA health care, of whom, 85% rated their experience at VA as average or above average. IAVA members have been clear that access to VA care can be challenging, but once in the system, they are satisfied with their treatment. Further independent reviews of VA health care show that the quality often exceeds the private sector.

Providing today’s veterans with a system willing to adapt to them will take the full coordination of the executive branch, Congress, state and local government, and stakeholders in the private and nonprofit sectors. We need a system that leverages the use of new technologies to streamline processes and enables the VA to take a more dynamic approach to respond to the needs of today’s veterans. Even so, the best technology will not save a system if it is built upon outdated structures. The VA must connect its internal departments and work with DoD to streamline services.

Too many veterans report not understanding the benefits they are eligible for. Outreach is critical not only for information sharing, but more importantly for highlighting the good work that the VA does and improving public opinion.

The VA has taken admirable steps to improve its outreach to veterans. VA will continue to improve its outreach capabilities as it works to streamline its website, develop new promotional materials, and partner with nonprofits, businesses and other organizations. As the veteran population continues to diversify, with more women, minorities, and younger veterans joining the ranks, innovative communication strategies are necessary to serve veterans in the best way possible.

Once in the door of VA, veterans are welcomed with information and resources. However, VA has been lagging behind in proactively reaching veterans and informing them of the benefits and services available to them. VA’s outreach must achieve two goals: 1) Clearly communicate to veterans what benefits are available to them, and 2) Provide a seamless flow of information when applying for and using these benefits. Without this dual approach, the VA will fail to effectively enroll and retain all veterans who want to take advantage of the benefits they earned.

• Ensure VA is proactively reaching out to veterans regarding the benefits and services available to them
• Expand communication through online tools and resources
• Encourage VA and government agencies to use cutting-edge social media strategies to engage the post-9/11 generation in government services