PegaWorld 2026: Modernizing Veteran Family Member Programs: Better supporting Veterans and their families (Presentation)

The Veteran Family Member Programs (VFMP) has significantly reduced the time and effort required for beneficiaries of the Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA) to request and receive their healthcare benefits. By introducing automation and integrations, staff are now empowered to focus on more meaningful work. Removing routine tasks has enabled the VA to better serve their customers by concentrating on activities that transform the program from simply processing claims to engaging in conversations with beneficiaries for proactive support. VFMP continues to improve processes with the introduction of Blueprint throughout the workforce.