3.6: Veterans Relationship Management

Provide on-demand, self-service access to our services and benefits on an easily customized platform that each Veteran and his or her family can suit to their needs

Other Information:

VRM will provide on-demand, self-service access to our services and benefits on an easily customized platform that each Veteran and his or her family can suit to their needs. The project creates multi-channel access to our employees, providing Veterans with important personal information, and that puts the Veteran in the driver’s seat of the benefits application experience. VRM promotes participation in a way that is very tangible to the public and most importantly to our Veterans. For the first time, we are allowing Veterans and any interested member of the public to contact us and access information that will enhance their knowledge about our business operations and provide a higher quality of service. The VRM tool will ultimately add value by driving our business lines to enhance the reliability of information that is provided to support the project, so that our customers are given the most accurate and up to date information possible. VRM is well into the beginning planning phase and we anticipate exciting things to come. Ebenefits - Ebenefits is one of the early successes of the VRM project. Ebenefits is an online portal that Veterans can use to access important benefits information and documentation. Ebenefits is an especially exciting achievement for our benefits administration because the effort has been spearheaded and supported by our partner in serving our nation’s heroes, the Department of Defense (DoD). Our online portal, with the collaboration and cooperation of DoD, uses a single sign-on, familiar and easily accessible for Veterans and their families, to access all of our applications for the myriad of benefits available. Current self-service capabilities available on Ebenefits include: Military Personnel Record (https://www.ebenefits.va.gov/ebenefits-portal/) Veterans and Active Duty Service Members can log into the ―My eBenefits‖ portal and use Official Military Personnel File (OMPF) online to check, view, and print documents in their OMPF. State-Specific Benefits (https://www.ebenefits.va.gov/ebenefits-portal/) Veterans can log into their portal to search for state provided benefits such as educational grants and scholarships, special exemptions or discounts on fees and taxes, home loans, Veteran's homes, free hunting and fishing privileges and more. MOVE!23 (https://www.ebenefits.va.gov/ebenefits-portal/) MOVE!23 Patient Questionnaire is VA's national weight management program for our Veterans. MOVE! can help Veterans lose weight, keep it off and improve their health. The Ebenefits initiative of VRM is ongoing, with new updates scheduled once a quarter for the next two consecutive fiscal years. Next quarter Veterans will be able to enjoy the following services: Certificate of Eligibility - Apply for, view and print VA Loan Certificate of Eligibility. Health Eligibility Check - Online tools that help Veterans determine what types of Medical Benefits to which they are entitled. Compensation and Pension Claims Status - Veterans will be able to track the status of certain benefits claims. Personal Information Access - Our Veterans will be able to view and update important personal information such as their direct deposit banking information and their physical address.

Stakeholder(s):

• Veterans


• Families of Veterans

Indicator(s):

Indicator:1

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