PegaWorld 2017: Serving the VA Mission through Digital Transformation, Automation and Customer Service (Presentation)
The U.S. Department of Veterans Affairs (VA) is responsible for administering programs in support of Veterans, their families and survivors. The VA Financial Services Center (FSC) in Austin, Texas is responsible for ensuring timely and accurate payment of $14 billion worth of goods and services annually on behalf of VA medical facilities nationwide. Through modernization and automation, the VA FSC has improved payment accuracy to nearly 100% for the second largest invoice processing system in the federal government. Additionally, the organization has adopted an enterprise customer service strategy that is scalable, adaptable and agile.