Celebrating Two Million Support Tickets at the VA Help Desk for Telehealth Services

Major Milestone Achieved by VA Help Desk

GovCIO has announced a significant achievement, marking the closure of its two-millionth support ticket for the VA's Office of Connected Care Help Desk (OCCHD). This landmark event showcases the growing importance of telehealth services for veterans and their providers, and reflects the extensive commitment to improving healthcare access for those who have served.

The OCCHD, backed by GovCIO under the Connected Care Integrated Network (CCIN) contract, signifies a triumph not only in numbers but also in the dedication to providing quality support to veterans. The journey to this monumental figure began in July 2022 when the help desk reached its one-millionth ticket, underlining the increasing demand for telehealth services. The recent accomplishment of two million tickets doubled that historic mark and accentuates the critical role that telehealth now plays, particularly in the wake of the COVID-19 pandemic.

Each of these support tickets represents veterans and VA providers who required assistance in accessing or delivering care. The dedicated OCCHD team offers round-the-clock support across VA’s telehealth ecosystem, addressing a variety of needs, from troubleshooting video appointments to guiding first-time users through the VA Video Connect. Over its operation, spanning more than a decade, the help desk has seen significant growth—from a modest team of 16 in 2012 to an impressive workforce of 130, currently handling around 1,700 interactions daily, with an average response time of just 15 seconds.

The pandemic particularly accelerated the need for telehealth services, causing ticket volumes to spike to over 2,000 per day. The OCCHD team adeptly scaled its operations to accommodate the surge, ensuring that veterans received the help they needed without interruption.

According to Alex Mujica, Senior Vice President of GovCIO, “Behind every ticket is a veteran seeking care or a VA team member committed to delivering it. Two million tickets mean two million chances to ensure that neither of these groups faces challenges alone.” This sentiment echoes the human aspect of technology and the essential service that the help desk provides, ensuring that veterans are not navigating these systems on their own.

In a customer satisfaction survey undertaken in 2021, veterans and providers rated the help desk at an impressive 4.7 out of 5, a score that reflects not only the technical capabilities but also the genuine care and support shown with each interaction. This reinforces the importance of the work being conducted and highlights the positive impact of GovCIO’s contributions to the veteran community.

GovCIO's commitment to enhancing telehealth services goes beyond just providing technical support. The company leverages its strengths in Agile DevSecOps, artificial intelligence, and connected care technologies to ensure that the VA’s telehealth offerings remain robust and ready for veterans. As Kristin Gill, Sector President at GovCIO states,