Thomas MuirExecutive Director, Support Services
U.S. Department of Veterans Affairs
10:00 CASE STUDY: How the Department of Veterans’ Affairs Implemented a Multifunctional Shared Services Organization Focused on Customer Service
The VA is the second largest organization in the federal government, with a $183 Billion budget – equivalent to the revenue of Apple – a Fortune 10 Company.
At 365,000 employees, 148,000 medical students/trainees, and over 500,000 contractors, VA is the definer of the federal and a future key player in the private sector shared service marketplace. Starting with 6 enterprise centers with virtually no structure or accountability, and hundreds of disparate SLAs, it undertook a complete transformation to achieve support services excellence by standardizing business plans, analyze cash flow better, and invest in new enterprise centers. In just a year, the VA has seen a significant improvement in customer service, quality and cost reduction for IT, HR, finance, contracting, supply Chain, leasing, facilities management and training. In this session, Thomas Muir, the Director of Support Services for the VA will walk through this transformation.