Accenture‘s federal armÂ has wonÂ a potential five-year, $96 million task order to help update the Department of Veterans Affairs’ enterprise service management process and information technology systems.
Under the contract, Accenture Federal ServicesÂ and the VAÂ Service Management Office seek toÂ transformÂ how VA employees complete assignments and how veterans engage with the department to access services, the company said Tuesday.
Shawn Roman, a managing director and VA client account lead at AFS, said the company aims to helpÂ the departmentÂ modernizeÂ service management tools toÂ elevate user experience and the business value of services.
â€œWe will use human-centered design thinking methods to put the veteran, clinicianÂ and VA employees at the center of how services are designed and created,â€ Roman added.
AFS will helpÂ automateÂ workflowsÂ as well as implement applied intelligence and machine learning platforms toÂ allow the department’s workforce to focus on more complex functions that serve veterans.
SMO will also work with the company in effortsÂ to increase visibility into VA IT assets that supportÂ mission-critical services. AFS seeks to help the agencyÂ identify security and operational issues, respond to incidents faster and increase service availability.
AFS intends to useÂ ServiceNow as the main platform to facilitate business process automation and service transformation effortsÂ at the department. The VA Central Office, Veterans Health Administration, Veterans Benefits Administration and National Cemetery Administration will adopt the cloud-based technologyÂ to optimizeÂ service experience across multiple stakeholder groups.
In addition, the SMO will leverage ServiceNowÂ to implement self-service password reset tools designed to secure personnel access and reduce disruption to VA business operations during the coronavirusÂ pandemic.
The office also seeks to address COVID-19 repercussions by usingÂ new technology to monitor both mobile network equipment for clinicians to increase connectivity and the distribution of additional laptops to teleworkers.