White House VA Hotline Launched by Liberty IT Solutions

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White House VA Hotline is now fully staffed with agents working to serve the daily needs of our nation’s Veterans. Liberty IT Solutions implemented hotline under VA's Veteran Integrated Enterprise Workflow Solution (VIEWS) program.

The hotline has responded to almost 20,000 Veteran inquiries since October 2017

The U.S. Department of Veterans Affairs (VA) announced on November 29th, that the White House VA Hotline is now fully staffed with agents working to serve the daily needs of our nation’s Veterans.

The hotline aims to better provide Veterans and their beneficiaries, care givers, and dependents with the information and answers they seek regarding VA care, benefits, and services. The majority of hotline agents are Veterans themselves or are family members of Veterans who personally understand the questions and concerns that many callers have. Calls are consistently analyzed, and agents undergo regular training to make sure they are aware of trending requests and have up-to-date access to the resources required to provide Veterans with the highest level of service and support.

The hotline was implemented under VA’s Veteran Integrated Enterprise Workflow Solution (VIEWS) program. Primed by Liberty IT Solutions who partnered with Acumen Solutions, VIEWS handles the intake of customer complaints and correspondence through workflows. These workflows will help VA to both standardize and streamline the Veteran experience across the enterprise.

Acumen Solutions, as part of the Liberty IT Solutions team, played a significant role in helping VA to launch the hotline. The VA team at Acumen Solutions led the implementation of the Salesforce Service Cloud to support the hotline and ensure that cases originating from phone and email are routed to the appropriate groups. Two of the critical components were the Salesforce Lightning Service Console and Salesforce Knowledge.

The hotline includes over 3,000 knowledge base articles and has responded to almost 20,000 Veteran inquiries since its launch in October 2017 and is expected to continue addressing veteran issues in a resourceful and efficient manner.

About Liberty IT Solutions

Liberty IT Solutions is a mission-centric SDVOSB that supports multiple government agencies across a diverse portfolio of Health IT projects. Our team believes that lines of code can change lives and is driven to enable that to happen more often, more securely and more efficiently.

Understanding that this involves more than just developing software, Liberty was established to challenge the assumptions of what an IT partner is capable of delivering. This has allowed us to optimize client objectives and navigate the pathways to successful implementation. Our core values of Innovation, Engagement, Dependability, and Value guide our approach as we align to individual program needs and work to help our clients deepen their relationships with those that they serve.

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Keven LeBlanc
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