VA Site Redesign Simplifies Veterans’ Access to Services

The Department of Veterans Affairs is improving its benefits and healthcare services on VA.gov and adding new login options, AI-powered search and document submission tools as it works to make the website a more seamless entry point for veterans.

The upgrades, launched Wednesday in time for Veterans Day, are designed to address common frustrations veterans have reported with navigating the site, including finding information, signing in, tracking applications and communicating with health care providers.

“These are the kinds of issues that we hear about: How do I get status on the applications that I’ve submitted? How do I ask VA in plain language what I’m trying to get done?” Zach Schwartz, principal deputy assistant secretary for information and technology at VA, said during a media roundtable.

A Simpler Way to Sign in

One of the features to the site is the integration of CLEAR and Passkey as sign-on improvements.

In October, VA launched a pilot program to deploy CLEAR’s kiosks and pods — commonly used at airport checkpoints — at six VA medical facilities. The pods use high-definition cameras and scanners to verify a person’s identity and set up an access account.

This same capability is now deployed on the VA.gov website as a log-in option. According to the VA, veterans can continue using their existing logins if they prefer. Additionally, choosing not to use CLEAR will not affect veterans’ access to VA benefits or services.

The Passkey capability allows veterans to set up a PIN or biometric marker, such as a finger or face print, to allow access to their records.

Improving Veteran Services

Officials said simplifying login to VA.gov accounts enable veterans to take full advantage of their benefits.

This includes scheduling healthcare appointments and finding nearby facilities for community care, as well as tools to review summaries of healthcare appointments and message healthcare providers. The site will also streamline prescription refill services and applications for disability compensation. The improvements permit users to check the status of their benefits applications and to stay logged into the site longer on their computers and mobile devices.

Other capabilities include AI-powered plain language intelligent search for VA services and capabilities.

Additional tools include QuickSubmit, an application for submitting documents via mobile devices.

EHRM Compatibility

While QuickSubmit was previously available, users had to access it through a different site. Users can now upload their information directly through the VA.gov site. The updates to QuickSubmit are directly tied to the VA’s ongoing Electronic Health Record Modernization program, Schwartz said.

No matter the EHR, either legacy at facilities that have not yet been updated, or the new EHRM, if the user is at a VA facility leveraging Oracle or Vista, they will be able to get or submit their health information through VA.gov.

“There’s no differential and it doesn’t matter which EHR you’re on, that information is there. When it comes to QuickSubmit and being able to provide information like medical records from community care or other places as part of an application process, that is now all possible and very easy to do. Again, all within one authenticated experience,” Schwartz told GovCIO Media & Research.

When documents and forms are submitted, veterans can track their status with a built-in tracking feature. A quick link tool also allows users to select links from VA text or email and to upload status information without the need to sign in. These tools all protect users’ private data, VA officials said.

Built on Veteran Feedback

A key measurement of the revised web site and associated pilot projects’ success is customer satisfaction. Schwartz noted that VA will continue to talk to and survey veterans as they use the site and its features. This includes monitoring task completion rates, search effectiveness, and how many clicks users needed to access information.

“We’re looking at accessibility and performance. How performative were the solutions? Did the page refresh at the right time? All of that. But we’re really going to be continuing heavy, heavy, heavy direct engagement with our veterans on-site in the VA medical centers, on-site in our benefits offices, on-site in our cemeteries to understand is what they are doing on VA.gov less frustrating than what it is today,” Schwartz told GovCIO Media & Research.