Senior Consultant

Improving VA Services for Veterans and their Families

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Point-of-Service Experience Surveys

Finding ways to ensure decision makers can simply and easily understand extremely complex and detailed Veterans’ needs within a stressful operations environment.

My work within this space included survey question generation, stakeholder interviews, business process re-engineering, program and project management, statistical analysis, interface mock-up generation, and functional and technical requirements gathering, refinement, and management. Utilizing the survey results, I helped the VA to listen better to Veterans and direct specific and important experience and service changes throughout the VA.


Example Veteran Experience Survey. Surveys are sent to the Veteran following their appointment via email.

Example survey response metrics. This is one of a multitude of analysis views presented to stakeholders within the Medallia survey response dashboards.


Veteran Experience Journey Maps

To better understand the Veterans we serve, it was imperative to know their experience - as thoroughly as possible. Journey Maps, as seen in the example below, are one of a multitude of artifacts generated following Veteran and staff interviews, and extensive research into the Veteran Experience within the VA. This Journey Map is integral to the creation of highly specific and meaningful survey questions, designed to inform VA stakeholders on their Veterans’ experiences.

This Journey Map provides a high-level view of what Veterans typically experience - to include their positive and negative experiences - while they are an Inpatient within the VA. Journey Maps like this are an extremely useful and important depiction of how Veterans are experiencing the VA.

This Journey Map provides a high-level view of what Veterans typically experience - to include their positive and negative experiences - while they are an Inpatient within the VA. Journey Maps like this are an extremely useful and important depiction of how Veterans are experiencing the VA.


Support for Electronic Health Record Modernization

Below is a Google Earth visualization (written in KML) of the complete deployment map expected for the VA Cerner Electronic Health Record Modernization (EHRM) effort. This is projected to be a 10-year, $10B endeavor that will require coordination and collaboration between a multitude of government and contractor teams. Work completed on this project included project management, and KML programming.

The nation-wide deployment plan for VA Cerner EHRM’s 10-year, $10B effort. This work is being done in multiple phases, with multiple teams coordinating asynchronously and remotely to see the projected completed.

The nation-wide deployment plan for VA Cerner EHRM’s 10-year, $10B effort. This work is being done in multiple phases, with multiple teams coordinating asynchronously and remotely to see the projected completed.


Accomplishments at ERPi:

  • Supported the Veterans Experience Office (VEO) to successfully survey 20 million customers, receiving 3 million responses (20%) response rate.

  • Improved suicide prevention efforts by routing direct support to over 300 potential suicide and 700 homeless cases to the Veterans Crisis Line (VCL)/National Call Center for Homeless Veterans (NCCHV), respectively.

  • Produced a sustainable and streamlined business practice for requirements gathering and refinement, to create survey analysis dashboards for more than 15 complex and unique VA lines of business.

  • Created a large-scale Google Earth representation of the nation-wide VA Cerner Electronic Health Record Modernization (ERHM) deployment schedule, helping to better solidify cross-facility integration planning and coordination.

  • Determined key metrics for improvement and systematic change necessary on two work streams within the Office of Veterans Access to Care (OVAC) and their combined EHRM effort with Cerner and the Office of Electronic Health Records Modernization (OEHRM).

  • Generated a thorough and structurally sound deployment and development plan for the 10-year, $10B Cerner implementation contract.