Posted on Mar 15, 2018
Marcy Jacobs from the VA here for a live Q&A March 21st at 3pm ET. What questions do you have about the VA's digital experience?
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Marcy Jacobs is here to talk about the about the digital experience of the VA.
She is the Executive Director of the Digital Service at VA. She leads a team of engineers, designers, and product specialists focusing on helping VA solve their most complex Veteran-facing technical challenges. She is currently focused on Veteran facing tools (Vets.gov, education tools, claims process, appeal status, simplifying digital landscape to make finding information more clear/simple).
Learn more about the Digital Service at VA: https://department-of-veterans-affairs.github.io/dsva/
This discussion will be monitored by RallyPoint staff. Please follow guidelines at: http://rly.pt/QARules
Marcy Jacobs is here to talk about the about the digital experience of the VA.
She is the Executive Director of the Digital Service at VA. She leads a team of engineers, designers, and product specialists focusing on helping VA solve their most complex Veteran-facing technical challenges. She is currently focused on Veteran facing tools (Vets.gov, education tools, claims process, appeal status, simplifying digital landscape to make finding information more clear/simple).
Learn more about the Digital Service at VA: https://department-of-veterans-affairs.github.io/dsva/
This discussion will be monitored by RallyPoint staff. Please follow guidelines at: http://rly.pt/QARules
Posted in these groups: 
Department of Veterans Affairs (VA)
Government Administration
Washington
Pentagon
Q&A
Department of Veterans Affairs (VA) Government Administration Washington Pentagon Q&A
Edited 8 y ago
Posted 8 y ago
Responses: 14
Despite millions of dollars spent by the DOD and VA, why is there such a disconnect with IT and computer services that could cut waiting time for claims? Also, when there is a serious problem, and contacts by phone can’t be reached, perhaps an Ombudsman on-line for action. At one point, my named contact was on vacation three weeks without an alternate.
Marcy Jacobs
Hi MCPO Roger Collins, a claims ombudsman is a great idea! We can pass that feedback along to our contacts in VBA. We are actually working on some improvements to claims with VBA right now to cut the wait times for claims - this is a top priority for the Under Secretary of Benefits (and the Digital Service at VA team). We are always looking for volunteers to help ensure we are designing and building the right products that make sense to Veterans and servicemembers. if interested, sign up at [login to see]
How does the VA get feedback to improve user experience and accessibility for VA.gov?
What are the best ways to report/amend false or outdated information on VA.gov?
I see the link in the original description but have none of those skills. How can those of us with other IT experience volunteer or apply for positions to assist with such aforementioned issues?
What are the best ways to report/amend false or outdated information on VA.gov?
I see the link in the original description but have none of those skills. How can those of us with other IT experience volunteer or apply for positions to assist with such aforementioned issues?
Marcy Jacobs
Hello SGT (Join to see), thank you for your interest in helping! Our team holds feedback sessions with Veterans regularly, and you can sign up to attend a session by emailing [login to see] . If you have something to report on Vets.gov, you can send it to that email, as well.
As for reporting issues to VA.gov, I'm not 100% sure the right way to do that. You can try reporting it here: https://iris.custhelp.va.gov/app/ask
I will also do some digging and find the right resource and get back to you when I find it!
As for reporting issues to VA.gov, I'm not 100% sure the right way to do that. You can try reporting it here: https://iris.custhelp.va.gov/app/ask
I will also do some digging and find the right resource and get back to you when I find it!
SGT (Join to see)
Marcy Jacobs - Thanks. I sent them an email earlier about issues with new changes.
Marcy Jacobs
SGT (Join to see) You can also reach out to VA.gov at [login to see] – it will get directed to the office responsible for the info from there. I hope this helps!
This is for Mary Jacobs, and I would like to thank her for joining RP, My question is why is alway a problem with ordering my medication online. When I contact my local the VA hospital, they have me to try gain until I get locked out with no way to unlock my account.
I have been a network engineer, system Engineer with programming experience for many years, is this a staffing problem or money just not being issues. I know that when I went to the last Cyber Dallas, Texas most of the VA Hospital computers are still running older version Microsoft Windows. Is that the issue? Thanks in advance.
I have been a network engineer, system Engineer with programming experience for many years, is this a staffing problem or money just not being issues. I know that when I went to the last Cyber Dallas, Texas most of the VA Hospital computers are still running older version Microsoft Windows. Is that the issue? Thanks in advance.
Marcy Jacobs
Hi SSG Eddye Royal, I'm really sorry to hear that you're having that problem. This sounds like it may be an issue with the MyHealtheVet system. You can contact them directly online at https://www.myhealth.va.gov/mhv-portal-web/web/myhealthevet/contact-mhv or by calling their helpdesk at [login to see] Monday - Friday, 7:00 a.m. - 7:00 p.m. (Central Time) to get your password reset. They should also be able to help you with the issues you're having ordering your medication.
Contact Us - My HealtheVet - My HealtheVet
If you need help, want to alert us to a concern, share information about a feature, or tell us how we are doing, you have an easy way to contact us.
Marcy Jacobs In what way will improvements/changes made to the digital experiences, be communicated to the Veteran community? Will Veterans be beta testing these tools? Welcome to RallyPoint!
Marcy Jacobs
Hello, Sgt (Join to see)! We use Veteran feedback and user-testing during every step of building our digital tools. Right now we reach out in-person, through VSO's, and social media. Our team holds feedback sessions with Veterans regularly, and you can sign up to attend a session by emailing [login to see] .
We are excited to have this opportunity on RallyPoint to connect and share the changes we are making. If there are communities we are missing we would love to know so that we can reach out and provide opportunities.
As for the improvements we make to digital tools and experiences, we communicate new updates, features, and products through VA social channels and press releases.
We are excited to have this opportunity on RallyPoint to connect and share the changes we are making. If there are communities we are missing we would love to know so that we can reach out and provide opportunities.
As for the improvements we make to digital tools and experiences, we communicate new updates, features, and products through VA social channels and press releases.
Marcy Jacobs Why is there not a different format for filing a 38 U.S. Code § 1151 with the VA rather than filing the same paperwork as a service connected disability? The website does not differentiate either.
I currently have a pending 1151 Claim with the VA and there has been a lot of confusion during the claims process because they thought I was filing for regular service connected disability.
I also currently have a premium account for accessing the My HealtheVet and I have to tell you that they did an awesome job of making it easier for veterans to connect with their VA doctors and keep up with their medical care.
Thank you and keep up the good work!
I currently have a pending 1151 Claim with the VA and there has been a lot of confusion during the claims process because they thought I was filing for regular service connected disability.
I also currently have a premium account for accessing the My HealtheVet and I have to tell you that they did an awesome job of making it easier for veterans to connect with their VA doctors and keep up with their medical care.
Thank you and keep up the good work!
Marcy Jacobs
Thank you, SPC Diana D., for your feedback on the MyHealtheVet account. The VA has been focused on making it easier to securely login and we are happy to hear it is working for you.
As for the different filing instructions for claims - we are doing some work right now on the claims process and will look into this further and share this feedback with the claims business side as well.
Our team uses an agile approach to development and we use feedback like yours to try and improve existing systems through continual iterations. It's incredibly helpful for us to know what's working and what isn't, as well as where confusion lies so that we can fix it.
As for the different filing instructions for claims - we are doing some work right now on the claims process and will look into this further and share this feedback with the claims business side as well.
Our team uses an agile approach to development and we use feedback like yours to try and improve existing systems through continual iterations. It's incredibly helpful for us to know what's working and what isn't, as well as where confusion lies so that we can fix it.
Awesome to see VA DS on RallyPoint! What other new channels are you exploring to reach Veterans where they are? It feels that the UX investment at VA could be increased. As an SDVOSB and tech provider, we would love to see the VA continue to open up like this. Thanks!
Marcy Jacobs
Great question PO2 Robert Rasmussen! there are a number of teams at VA focusing on UX - specifically the Veteran Experience Office, the Digital Service at VA, VA Center for Innovation and more efforts across VHA and VBA. We all work together to do outreach and research with Veterans.
To better answer your question, can you tell me more about what you mean by "reaching Veterans where they are?"
To better answer your question, can you tell me more about what you mean by "reaching Veterans where they are?"
Marcy Jacobs
if there are other avenues/channels we're missing where we could reach more Veterans, please let us know! at Digital Service at VA we strive to engage with Veterans and servicemembers to help ensure we are designing and building the right products that matter to you. we'd love for you to participate in user research! if interested, sign up at [login to see]
PO2 Robert Rasmussen
Marcy Jacobs - I think Lighthouse is a big step that direction, but what I mean is that perhaps the majority of veterans do not frequent VA sites. There are sources like VSOs , churches, employers, universities and non-profit organizations. Most veteran's in my generation have never stepped foot into a VSO, so I think more research is needed on how to engage them. However, open API's certainly create enormous opportunity. If I think of it this way ... How does Amazon or USAA find me?... usually through an open API in some mobile app or non-related web site. It may be time for VA to think outside of the portal or at least outside their portals? Imagine something like "Google.. check the status of my benefit application". :-)
I do hold many of the I.T. skills mentioned in the page regarding digital service at the VA. I also hold a graduate degree in health care administration. However, I do NOT wish to be employed (at age 75, I'm no longer interested in employment). Is there a way in which some of us old guys can assist without long term entanglements?
Marcy Jacobs
Hi LCDR (Join to see), thank you for your interest in helping us! We are always looking for Veterans to attend feedback sessions and help us design new services and features. Your I.T. skills would definitely come in handy and these sessions are short-term and accessible online. Please let us know if you would be interested in participating in user research sessions by sending us an email at [login to see]
Tightening feedback loops and ensuring the VA listens to the veteran, at a human level, is critical to reaching improved outcomes. Do you see the VA following the lead of other USDS supported agencies, like the Quality Payment Program at CMS, and introducing more outcome-based procurements that align with an agile and human-centered approach to better understand and subsequently deliver value to veterans and stakeholders?
Marcy Jacobs
Hi Dan Levenson! Great question. we are focused on impact and procurement is a way to scale that impact. we have actually worked with the CMS team to understand their lessons learned and are working to benefit from their experience with some new efforts at VA.
Marcy Jacobs
Thank you for coming on the RP forum to obtain input and address questions. I know that many people will express frustration at the VA processes. I LOVE the digital service posting and hope that many knowledgeable and focused systems engineers take advantage of this process.
Ultimately turning the VA platforms into self-service methods will be the best long term solution for our concerns. God Speed in your very important efforts!
Thank you for coming on the RP forum to obtain input and address questions. I know that many people will express frustration at the VA processes. I LOVE the digital service posting and hope that many knowledgeable and focused systems engineers take advantage of this process.
Ultimately turning the VA platforms into self-service methods will be the best long term solution for our concerns. God Speed in your very important efforts!
PO2 Robert Rasmussen
Agree on the self-service and in the same vein support the lighthouse labs initiative. Open API's will facilitate unforetold channels for VA to deliver services where we are and live as Veterans.
Marcy Jacobs
Thank you for your positive feedback LTC John Shaw. We really appreciate your enthusiasm and being welcomed to RallyPoint for this conversation!
Our team is working hard to deliver new products and features every day. IT Modernization is a top priority of the administration and we're happy to be here to help VA serve the needs to Veterans in those efforts.
PO2 Robert Rasmussen
Our team is working hard to deliver new products and features every day. IT Modernization is a top priority of the administration and we're happy to be here to help VA serve the needs to Veterans in those efforts.
PO2 Robert Rasmussen
Marcy Jacobs, thank you for joining us on RallyPoint. I find it to be a tremendous step forward that the VA has a team like yours focused on the digital experience for us Vets. Since part of your mission is to "Make decisions based on the needs of our users, and data" can you share the process through which you are identifying and prioritizing the numerous and diverse needs you'll be addressing? Also what types of data will you be using as you deliver on this mission?
Marcy Jacobs
Thank you CPT David Gowel - we are excited to be here! Thanks for the great question. One of the core values of the Digital Service is to build with users, not for them. That means that we include research with Veterans in everything we do, and speak with about 15-20 Veterans every week. Some of our research is very high level - to understand overall themes and issues, some of our research is very targeted - do people know what this content means or how to answer this question on a form. We're always looking for user research participants. You can sign up at [login to see]
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