Example Track 1

Delivering a Customer Experience Worthy of Veterans

Oct 10, 2019

11:30 am - 12:00 pm

James P. Gfrerer

Assistant Secretary for Information and Technology and Chief Information Officer, Office of Information and Technology

Department of Veterans Affairs

The digital transformation underway at the Department of Veterans Affairs emphasizes the use of emerging technologies such as artificial intelligence (AI), machine learning and robotic process automation. Notwithstanding the department’s enthusiasm for advanced tech, VA Secretary Robert Wilkie has stated that the tools are a means to an important end: improving the customer experience of veterans. This session will provide an overview of VA’s Digital Transformation Strategy, including:

-- Linking the strategy to new business transformation programs such as financial management
-- Implementation of the Electronic Health Records Modernization (EHRM) and the Mission Act
-- Rolling out the new API platform, Lighthouse, which enables private-sector partners to access data and build applications of benefit to veterans