Medallia to collaborate in strategic alliance with Halfaker & Associates LLC and Deloitte Digital to improve the veteran experience
PALO ALTO, Calif., March 28, 2017 — The Department of Veterans Affairs (VA) awarded a contract to Halfaker and Associates, LLC. As part of the Halfaker team, Medallia, Inc. (www.medallia.com), the global Customer Experience Management leader, will provide its customer relations management and survey software to help VA build trusted, life-long relationships with veterans. VA is committed to making veteran experiences predictable, consistent, and easy, and plans to put Medallia in the hands of its 300,000 employees with the goal of delivering better care at a more rapid pace.
VA’s investment in Medallia comes at a time when the number of veterans is growing and their needs are becoming more complex. In 1975, the U.S. had two million veterans over the age of 65; VA expects this number to reach nearly 10 million in 2017.
The Medallia software platform will enable veterans to provide feedback to VA no matter where they are, whether it be a VA medical facility, the Vets.gov website, or the VA contact center, for example. The technology, which will give VA employees real-time access to veterans’ feedback, will enable VA to not only identify and correct both one-off and systemic problems, but also identify new sources of value for veterans.
As part of Halfaker and Associates’ proposed solution, Medallia will be available to all VA employees across its many services and locations, including 150 VA hospitals, 819 community based outpatient clinics, and 300 VA Vet Centers. For the first time, VA employees will have the critical insight they need to adjust and improve service delivery and recovery at a more rapid pace.
“We are proud to be partnering with the VA to better serve our veterans,” said Amy Pressman, president of Medallia. “There is no one more deserving of high quality care than those who have so bravely and selflessly served our country.”
The Medallia program will be nationwide, with one of the first programs rolling out in Baltimore, Maryland. Together, Medallia and Deloitte Digital, as part of the Halfaker awarded team, will work hand-in-hand with VA leadership to weave the veteran voice into the agency’s regular operations and transform its culture around the veteran experience.
“The VA is working hard to transform its customer experience for veterans and we are proud to be a part of their effort,” said RJ Krawiec, principal, Deloitte Consulting LLP, and innovation and strategy leader, Deloitte Digital. “Our relationship with Medallia and the VA reflects our commitment to helping government agencies transform their approach to customer experience from transactional and processed-focused to customer-focused and intuitive. We believe that this will help our veterans more easily get the care they need.”
In addition to teaming up with Deloitte Digital, Medallia is a subcontractor to Halfaker and Associates, LLC, a Federal Government technology solutions provider that brings deep industry expertise. This initiative is part of a task order, primed by Halfaker and Associates, on the Transformation Twenty-One Total Technology Next Generation contract issued by VA.
