Improving the Customer Experience for Veterans Across the Globe

The U.S. Department of Veterans Affairs (VA) offers a wide range of services – from healthcare to home loans – to more than 22 million veterans and their families. Siloed data systems made it difficult for veterans to update their records. The simple task of updating an address required phone calls to multiple offices and in-person visits. In an effort to improve the customer experience, Veracity was selected to lead the Vet 360 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. Since going live for the first phase, the VA has processed more than 7 million address updates alone; its success has even garnered White House recognition. Vet 360 serves as the foundation for future innovation efforts and Veracity is building upon that foundation. We’re working to enable the VA to proactively respond to veteran needs, providing the appropriate support for veterans facing conditions like PTSD, along with other physical and mental ailments.