About this Service Provider (HISP)
The Veterans Benefits Administration (VBA) serves over 5.5 million Veterans across 56 regional offices with personalized benefits and services related to education, life insurance, home loan guaranty, and employment. In 2020, VBA guaranteed 1.2 million home loans and provided Post-9/11 GI Bill payments to over 600,000 beneficiaries.
Designated Services
Contacting the Benefits Administration contact center
VBA sends surveys to those who interact with its call centers.
Quarterly reports
Q4 2021
Service details
Service provided: VBA Insurance Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 8795
Surveys offered: 8795
Responses: 863
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 8795
Surveys offered: 8795
Responses: 863
Service provided: VBA Education Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 46496
Surveys offered: 46496
Responses: 2068
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 46496
Surveys offered: 46496
Responses: 2068
Service provided: VBA Nation Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 108685
Surveys offered: 108685
Responses: 11775
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 108685
Surveys offered: 108685
Responses: 11775
Service provided: VBA Education Applying for Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 48118
Surveys offered: 48118
Responses: 2702
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 48118
Surveys offered: 48118
Responses: 2702
Service provided: AMA Higher-Level Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3990
Surveys offered: 3990
Responses: 911
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3990
Surveys offered: 3990
Responses: 911
Service provided: AMA Filing a Request for Decision Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18661
Surveys offered: 18661
Responses: 3482
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18661
Surveys offered: 18661
Responses: 3482
Service provided: VBA Education Service Receiving Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 46520
Surveys offered: 46520
Responses: 2774
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 46520
Surveys offered: 46520
Responses: 2774
Service provided: AMA Supplemental Claim
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14568
Surveys offered: 14568
Responses: 3538
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14568
Surveys offered: 14568
Responses: 3538
Service provided: VBA Education Service Enrolling in School
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 25907
Surveys offered: 25907
Responses: 1661
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 25907
Surveys offered: 25907
Responses: 1661
Q3 2021
Service details
Service provided: VBA Insurance Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 6005
Surveys offered: 6005
Responses: 556
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 6005
Surveys offered: 6005
Responses: 556
Service provided: AMA Higher-Level Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 4022
Surveys offered: 4022
Responses: 1068
Transaction point: e-mail survey with online response collection
Channel: email
People served: 4022
Surveys offered: 4022
Responses: 1068
Service provided: VBA Education Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 44890
Surveys offered: 44890
Responses: 1899
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 44890
Surveys offered: 44890
Responses: 1899
Service provided: VBA Nation Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 109207
Surveys offered: 109207
Responses: 11069
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 109207
Surveys offered: 109207
Responses: 11069
Service provided: VBA Education Service Receiving Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 55323
Surveys offered: 55323
Responses: 2737
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 55323
Surveys offered: 55323
Responses: 2737
Service provided: VBA Education Applying for Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 55689
Surveys offered: 55689
Responses: 2720
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 55689
Surveys offered: 55689
Responses: 2720
Service provided: VBA Education Service Enrolling in School
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 29979
Surveys offered: 29979
Responses: 1539
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 29979
Surveys offered: 29979
Responses: 1539
Service provided: AMA Filing a Request for Decision Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18876
Surveys offered: 18876
Responses: 3570
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18876
Surveys offered: 18876
Responses: 3570
Service provided: AMA Supplemental Claim
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14989
Surveys offered: 14989
Responses: 3857
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14989
Surveys offered: 14989
Responses: 3857
Q2 2021
Service details
Service provided: VBA Education Applying for Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: mobile
People served: 46929
Surveys offered: 46929
Responses: 2432
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: mobile
People served: 46929
Surveys offered: 46929
Responses: 2432
Service provided: AMA Supplemental Claim
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14625
Surveys offered: 14625
Responses: 4030
Transaction point: e-mail survey with online response collection
Channel: email
People served: 14625
Surveys offered: 14625
Responses: 4030
Service provided: AMA Filing a Request for Decision Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18389
Surveys offered: 18389
Responses: 3673
Transaction point: e-mail survey with online response collection
Channel: email
People served: 18389
Surveys offered: 18389
Responses: 3673
Service provided: VBA Education Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 31765
Surveys offered: 31765
Responses: 1320
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 31765
Surveys offered: 31765
Responses: 1320
Service provided: VBA Education Service Enrolling in School
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel:
People served: 26447
Surveys offered: 26447
Responses: 1461
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel:
People served: 26447
Surveys offered: 26447
Responses: 1461
Service provided: VBA Nation Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 99381
Surveys offered: 99381
Responses: 10186
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 99381
Surveys offered: 99381
Responses: 10186
Service provided: VBA Insurance Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 5163
Surveys offered: 5163
Responses: 507
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 5163
Surveys offered: 5163
Responses: 507
Service provided: VBA Education Service Receiving Benefits
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 49526
Surveys offered: 49526
Responses: 2915
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: email
People served: 49526
Surveys offered: 49526
Responses: 2915
Service provided: AMA Higher-Level Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3938
Surveys offered: 3938
Responses: 1148
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3938
Surveys offered: 3938
Responses: 1148
Q1 2021
Service details
Service provided: AMA Higher-Level Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3544
Surveys offered: 3544
Responses: 866
Transaction point: e-mail survey with online response collection
Channel: email
People served: 3544
Surveys offered: 3544
Responses: 866
Service provided: AMA Filing a Request for Decision Review
Transaction point: e-mail survey with online response collection
Channel: email
People served: 16609
Surveys offered: 16609
Responses: 2975
Transaction point: e-mail survey with online response collection
Channel: email
People served: 16609
Surveys offered: 16609
Responses: 2975
Service provided: VBA Insurance Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 4030
Surveys offered: 4030
Responses: 371
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 4030
Surveys offered: 4030
Responses: 371
Service provided: VBA Nation Call Center
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 92833
Surveys offered: 92833
Responses: 9241
Transaction point: CX data is collected using an online transactional survey disseminated three times a week within 2-5 days after callers have interacted with the call center.
Channel: computer
People served: 92833
Surveys offered: 92833
Responses: 9241
Service provided: AMA Supplemental Claim
Transaction point: e-mail survey with online response collection
Channel: email
People served: 13155
Surveys offered: 13155
Responses: 3216
Transaction point: e-mail survey with online response collection
Channel: email
People served: 13155
Surveys offered: 13155
Responses: 3216
About this Service Provider (HISP)
The Veterans Health Administration (VHA) is the largest integrated health care system in the United States, providing care at 1,293 health care facilities, including 171 VA Medical Centers and 1,112 outpatient sites of care of varying complexity to over 9 million Veterans enrolled in the VA health care program.
Designated Services
Receiving outpatient services
VHA sends email surveys to everyone who receives outpatient services.
Quarterly reports
Q4 2021
Service details
Service provided: Outpatient Services
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1894679
Surveys offered: 1894679
Responses: 308582
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1894679
Surveys offered: 1894679
Responses: 308582
Q3 2021
Service details
Service provided: Outpatient Services
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1893559
Surveys offered: 1893559
Responses: 306701
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1893559
Surveys offered: 1893559
Responses: 306701
Q2 2021
Service details
Service provided: Outpatient Services
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1774363
Surveys offered: 1774363
Responses: 320979
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1774363
Surveys offered: 1774363
Responses: 320979
Q1 2021
Service details
Service provided: Outpatient Services
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1765965
Surveys offered: 1765965
Responses: 288290
Transaction point: Follow-up Survey upon receiving Outpatient Services
Channel: email
People served: 1765965
Surveys offered: 1765965
Responses: 288290