How the VA is Using Customer Feedback to Support Veteran's Mental Health - VAntage Point

Our nation is understandably grieving with each suicide, prompting our collective and tireless pursuit of evidence-based clinical interventions and expansion of community prevention strategies to reach each Veteran. As part of recent efforts to support Veterans in crisis, VA is using artificial intelligence (AI) systems capabilities leveraged by customer feedback industry best practices in partnership with Booz Allen Hamilton, Deloitte, Medallia, and Halfaker to detect and respond to Veterans in crisis. Starting in fall 2017, VA began digitally collecting customer feedback from Veterans receiving VA services and VA digital properties in the Veterans Signals (VSignals) program. Since then, Veterans have responded with more than 4.2 million surveys, including more than 1.6 million free-text comments. This feedback is accessible to VA employees across the country for action, often prompting customer service efforts and influencing VA decision making.