The Department of Veterans Affairs recently introduced a new multi-year initiative called Veterans Relationship Management, or “VRM”. VRM is designed to significantly improve Veteran’s access to healthcare and benefits information.
VA Secretary Eric K. Shinseki stated that VRM will transform veterans’ interactions with the agency by using 21st century technology. Veterans will have a better experience when they contact VA for assistance, and VA employees will be able to quickly convey accurate, up-to-date information through call centers and the Internet by offering improved self-service capabilities.
VRM will allow VA employees to better serve Veterans, their families and survivors using the best tools and veterans to reach a call center agent faster by the end of this year. The quality of services provided to Veterans will be guaranteed by recording and review of calls. VRM enhancements will be rolled out in six-month increments to help ensure success.
VA’s website, www.ebenefits.va.gov, is a big part of VRM and the site puts the veteran in the driver’s seat for information. Health care information now joins other VA services and benefits – such as military personnel records, home loan eligibility certificates, and status information on compensation and pension claims.