Case Study: U.S. Department of Veterans Affairs improves IT customer service with Aptive Resources

U.S. Department of Veterans Affairs improves IT service quality with Aptive Resources and surveys 30,000 users monthly

The U.S. Department of Veterans Affairs required better insight into the performance of its IT services across its large and complex workforce but lacked a scalable feedback system. To address this challenge, the VA's Office of Information and Technology partnered with vendor Aptive Resources for its Customer Experience and Data Science (CXDS) Program to implement a performance evaluation framework.

Aptive developed and deployed large-scale monthly and annual surveys, collecting feedback from tens of thousands of users. They created an internal dashboard for real-time access to key metrics and provided training materials to help IT professionals translate feedback into service improvements. As a result, Aptive helped the VA make measurable improvements to its internal IT support, transforming its customer service into a data-informed, user-centered function.

U.S. Department of Veterans Affairs