Critical.
Authoritative.
Strategic.
Subscribe to CIO Magazine »

Veterans Affairs enlists Oracle for benefits self-assessment portal

Web Q&A helps veterans find the right forms and factsheets about entitlements
Department of Veterans Affairs CIO, Shane McLeod. Credit: DVA

Department of Veterans Affairs CIO, Shane McLeod. Credit: DVA

The Department of Veterans Affairs has used a policy automation system to create a portal that helps veterns navigate a thorny entitlement claims process.

The DVA's Entitlement Self Assessment (ESA) portal, built using Oracle Policy Automation, is essentially a Web survey that asks Australian veterans about their status including length of military service, medical conditions and other questions. At the end of the assessment, the website determines what benefits are available to and links to relevant forms and factsheets.

“We’ve taken the complexity away from the veteran community,” the DVA’s CIO, Shane McLeod, told CIO Australia. “Mainly, they need to know their own circumstances, where previously they also really needed to understand the business channel within the department.”

Also read:
Coalition puts IT governance in the frame
Govt releases security and privacy requirements for cloud
AGIMO releases big data strategy

The complexity comes from the fact that the department manages three separate claims schemes under three pieces of legislation: the Veterans’ Entitlements Act 1986, the Safety, Rehabilitation & Compensation Act 1988 and the Military Rehabilitation & Compensation Act 2004. In addition, the DVA has about 300 fact sheets and 200 forms associated with the schemes.

“It’s pretty complex for the veteran community trying to navigate their way through that,” said McLeod.

The new ESA portal guides veterans through the process by providing links only to the forms and information specific to the applicant’s needs. The portal lets veterans enter personal information anonymously.

DVA chose Oracle for the job on the strength of a long existing partnership with the vendor, McLeod said. More than 30,000 online self assessments have been completed, said McLeod.

“That’s a really good result from the department’s perspective.”

Feedback has been “surprisingly positive,” considering many veterans are old and may be less likely to have computer literacy skills, said McLeod. “When you start looking at that age group around the eighties and nineties ... there’s a question mark over whether they’re going to use this capability.”

However, the results have dismissed those fears and shown that the service is intuitive for people of all ages, McLeod said. Since launch, DVA has had 16,400 active users of the online service, he said. Of those, the average age is 64, and the oldest user was 105 years old, he said.

With the success of ESA, the DVA is now looking at bringing new online services online and enhancing its backend processes, said McLeod.

“It provides a really compelling case to continue to put more services online and look at our internal business process and look at opportunities for doing things more efficiently.”

Follow Adam Bender on Twitter: @WatchAdam

Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.

More about: ESA, Oracle
References show all
Comments are now closed.
Related Coverage
Related Whitepapers
Latest Stories
Community Comments
Tags: Department of Veterans Affairs, veterans, web, automation, entitlements, CIO, government, Case Study, Oracle
Latest Blog Posts
Whitepapers
  • Why you should be re-thinking your approach to data protection
    Organisations of all shapes and sizes need a new approach to data protection that addresses the challenges of data growth, but IT budgets are not keeping pace with the escalating costs of supporting storage requirements. This whitepaper explores how securing and retrieving organisational data will need to be done more efficiently.
    Learn more »
  • Transform IT, Transform the Enterprise
    Existing IT operational models and an ageing infrastructure are CIOs back from their full potential. This paper reveals the three IT imperatives for a CIO-led transformation, and details how CIOs are adopting strategies to change IT and assert their organisations as business leaders and innovators.
    Learn more »
  • Top 20 Critical Security Controls - Compliance Guide
    Simply being compliant is not enough to mitigate attacks and protect critical information. Organizations can reduce chances of compromise by shifting away from a compliance-driven approach. This guide provides the Top 20 Critical Security Controls (CSCs) developed by the SANS Institute to address the need for a risk-based approach to security.
    Learn more »
All whitepapers
rhs_login_lockGet exclusive access to Invitation only events CIO, reports & analysis.
Salary Calculator

Supplied by

View the full Peoplebank ICT Salary & Employment Index

Recent comments