Case Study: Department of Veterans Affairs improves access to care with Pegasystems

Department of Veterans Affairs improves access to care

The Department of Veterans Affairs’ Office of Integrated Veteran Care needed to improve access to care while managing legacy systems, siloed data, and a high volume of calls from millions of veterans. Without a unified customer relationship management system, staff had to juggle multiple applications to handle scheduling, medication support, and clinical inquiries.

Pegasystems helped the Department of Veterans Affairs use Pega to rapidly prototype and then launch VA Health Connect CRM, a centralized platform for care coordination and operations. The solution streamlined workflows, reduced handle time, and enabled telehealth support; it was built in two weeks as a working prototype and delivered in less than four months, supporting more than 600,000 beneficiaries.

Department of Veterans Affairs

Rick Marble

Solution Train Engineer