1. Increase the usage and throughput of VA services
2. Decrease the time Veterans spend waiting for an outcome
3. Increase the quality and reliability of VA services

Every Veteran is guaranteed access to self service benefits and accurate data.

Continuously deliver high-quality digital experiences for the benefit of all Veterans and their families.

1. Veterans and their families can apply for all benefits online
2. Veterans can manage their health services online
3. Logged-in users can easily track applications, claims, or appeals online
4. Logged-in users can update their personal information easily and instantly
5. Veterans and their families can find a single, authoritative source of information
6. Logged-in users have a personalized experience, with relevant and time-saving features
7. Veterans and their families trust the security accuracy and relevancy of VA.gov
8. Platform users can build and deploy high-quality products for Veterans

• Usage of digital, self- service tools
  • A “tool” is any VA.gov product that allows users to accomplish a specific task.
    • These include unauthenticated products like On-site Search or authenticated products like Disability Claims (526).
  • "Usage" is a transaction of the tool completed by a user
  • This does not include content products like the Benefit Hubs or Resources & Support.
• Percent of applications submitted online (vs. paper)
  • “Applications” are any VA.gov product with an offline/paper analog that delivers a benefit or service to Veterans OR non-Veterans.
  • These include unauthenticated products and authenticated products like Education Benefits (22-1990).
  • “Submitted” means the online application is successfully accepted by a back-end system/database of record for processing. It does not mean a decision has been made on the application.
• Benefit use and enrollment, across all business lines
• Number of VA.gov users as a function of total Veteran population
  • These users are segmented by Veteran OR non-Veteran and by Level of Assurance (LoA).
  • “Total Veteran population” is the current count of living Veterans.
• Completion rate of online transactions
• Veteran satisfaction with VA.gov
  • Satisfaction is aggregated across all products measuring satisfaction via Medallia on VA.gov.
  • These products include content or search products like Facility Locator or form products like Health care Application (10-10ez)
  • This does not include products measuring satisfaction outside Medallia
• Benefit value (in $) delivered from online applications or transactions
  • Dollar amount associated with benefits applied for via VA.gov products
  • Alternative: dollar amount distributed via direct deposit on VA.gov

• Call center volume, wait time, and time to resolution
• Time from online benefit discovery to benefit delivery
• Time to successful complete and submit online transactions
  • The time span includes the moment an application is started to when it’s submitted on VA.gov.
  • These online transactions apply to authenticated and unauthenticated VA.gov products that are form-based.
• Time to process online applications (vs. paper)
  • The time span includes the moment an application is submitted online via VA.gov to the moment a decision is made by VA.
  • This includes products like Caregiver Benefits (10-10cg) that are submitted to a program office for a decision.