U.S. DEPARTMENT OF VETERANS AFFAIRS
VETERANS EXPERIENCE OFFICE
Enterprise Measurement and Design Directorate
The Measurement Team of the VA's Veteran Experience Office is nominated for the Service to Citizen Award. Led by Evan Albert, this team has played a crucial role in the implementation and success of the VSignals program. They have developed the gold standard customer experience system within the Federal government, gathering real-time insights from over 70 million instances of feedback from Veterans, families, caregivers, and survivors.
The team's expertise in data analysis and survey statistics has been vital in managing VSignals, which is deployed across 171 VA medical centers and over 1,500 clinics and offices. Through their efforts, the team has streamlined service recovery approaches, improved leadership dashboards, and expanded equitable care and benefits to various demographics, resulting in increased trust and satisfaction among Veterans.
VSignals, with a focus on Veteran Health Administration (VHA) surveys, has contributed to the continuous improvement of quality in VHA's inpatient and outpatient services. The team's use of advanced Artificial Intelligence technology has enabled them to categorize and analyze qualitative Veteran insights, identifying pain points and opportunities for improvement. They have also implemented a crisis alerting system that has prevented over 10,000 incidents of potential self-harm by providing timely intervention and assistance.
The Measurement Team's dedication and innovative thinking have positioned the VA as a leader in customer experience within the federal government. Their work has not only saved lives but has also significantly improved the delivery of care and benefits to Veterans, their families, and caregivers. Their contributions deserve recognition and commendation.
SERVICE TO THE CITIZEN AWARD WINNER
Director of Measurement and Data Analytics
Portfolio Manager/Project Management Team Lead
Senior Program Manager/Advisor