Description
The Department of Veterans Affairs (VA) is seeking a contractor to improve the digital experience for Veterans, Caregivers, Service members, their dependents, and survivors throughout their benefits lifecycle. The contractor will work on maintaining, improving, and developing digitized VA benefits forms, including those related to Pension, burial, dependents management, and other benefits. The goals of this work include reducing the average time to completion of benefits claims, increasing customer satisfaction, and improving the quality and reliability of VA services. The contractor will also work on benefits data intake and automation, document services, and other related areas.
Some of the key features and epics include:
• Implementing changes to digitized forms as VBA makes changes to the paper form
• Identifying and implementing more opportunities to pre-fill data on the forms for Veterans and adjudicators
• Creating relevant interview-style forms with a focus on Veteran experience and technical modernization
• Integrating related forms so claimants can optionally complete their task without having to navigate to other forms and potentially having to re-enter similar information
• Identifying and implementing enhancements to address user pain points identified through qualitative and quantitative research
• Increasing the ability of VA to prioritize, design, and implement initiatives with understanding of Veterans and adjudicator impact through qualitative and quantitative research
• Continuously monitoring and updating pain points, prioritizing initiatives based on measurable impact and outcomes
• Collaborating with stakeholders and product teams to align on best practices to leverage and scale related work across VA.gov
The contractor will work in self-contained, cross-functional teams capable of delivering complete products, including research, design, architecture, engineering, support, and documentation. The contractor will also follow the Digital Services Playbook and use widely adopted or industry-standard programming languages and frameworks.