The Government Accountability Office has called on the Department of Veterans Affairs to develop a comprehensive plan for the modernization of its appointment systems.
In a new report, the congressional watchdog said the project schedule of the VA’s modernization effort does not indicate a complete list or description of all IT work needed to be completed.
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Veterans Struggle to Navigate VA Online Appointment Systems
The report noted that veterans make “tens of millions” of health-related appointments annually. Over years, the VA has adopted dozens of systems to support appointment scheduling and address various needs.
Many veterans find it challenging to navigate the agency’s complex systems, leading to many patients receiving delayed care.
VA has undertaken a modernization process to improve its systems, with the Veteran Health Administration, or VHA, and the Office of Information and Technology, better known as OIT, leading the initiative.
GAO Findings in VA Modernization Review
In its report, the VA warned that, without a comprehensive project scheduling that covers all IT work required in the modernization, the VA cannot ensure that VHA and OIT agree about what still needs to be done and when.
The VA, according to GAO, also does not fully monitor requirements by maintaining bi-directional traceability for deliverables. By maintaining traceability, the VA can ensure that solutions meet requirements and address veteran needs.
Aside from a comprehensive project schedule for its modernization effort, the VA must also ensure that key practices for effectively managing requirements are implemented.
The VA concurred with all of GAO’s recommendations.
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