Last week, Ad Hoc helped our clients at the U.S. Department of Veterans Affairs and the U.S Digital Service launch an improved Appeals Status tool “to increase transparency and enable Veterans to track the progress of their benefits claims appeals”.
Here’s how the VA describes the tool in their press release announcing the launch: “VA and U.S. Digital Service Launch New Web Tool to Help Veterans Track their Benefits Appeals”:
The tool, which went live March 21 on VA’s Vets.gov website, will allow Veterans to access detailed information about the status of their benefits appeals and will include alerts about needed actions, as well as estimates of how long each step of the process takes.
Federal News Radio covered the launch in their article, “New VA appeals transparency tool part of focus on veterans’ experience to build trust”. Ad Hoc helped run feedback sessions referenced by acting Chief Information Officer Scott Blackburn:
“We’re also focusing on the other angle, which is the veteran angle, which is the human-centered design,” Blackburn said. “Understanding what veterans like myself go through when they’re interacting with the VA, and making it easier. Making it easier to access appointments, making it quicker to file claims, and quicker to get appeals.” Toward that end, the appeals status tracker was designed with input from veterans.
Here’s a demo created by the VA Digital Service: