The U.S. Department of Veterans Affairs (VA) offers a wide range of essential services–from healthcare to home loans–to more than 22 million veterans and their families. They faced a significant challenge caused by siloed data systems. Even updating basic information, such as addresses, was a cumbersome process that could involve multiple phone calls and in-person visits to different offices. They needed a comprehensive data management solution to connect veteran data across departments, channels and systems to revolutionize the customer experience.
In an effort to improve the customer experience, Veracity was selected to lead the VA Profile project, a Master Data Management solution that provides a 360-degree view of all veteran data across departments and channels. For the first time ever, veterans can now easily update their own contact information online or by phone, with that data being distributed seamlessly across the entire agency. The results? Since the first phase went live, the VA has successfully processed over 7 million address updates alone, earning recognition from the White House. The Vet 360 project serves as a solid foundation for future innovation efforts, empowering the VA to proactively respond to the unique needs of veterans, including those struggling with conditions like PTSD and other physical and mental ailments.