Department of Veterans Affairs

Implementation of Phone Tree Technology at VA Medical Centers

Every day, thousands of veterans miss their appointments because pre-calls are not made to remind them. Voicemails go unanswered because call-center employees are busy trying to make as many reminder calls as they can. This has led to decreased efficiency and an increase in overtime hours. The call center has historically been one of the most inefficient parts of the VA, albeit an integral one.


The use of an automated Phone Tree will reduce the number of work hours needed to perform calls, and will ensure that each veteran will be given their reminder call. This gives call center employees ample time to respond to voice mails, schedule appointments, or answer patient inquiries. The technology will save hundreds of thousands of dollars and will put the VA in line with the technology of the 21st century. Many private hospitals already use the technology, and it is proven to work. This will save money and time in the long run.



Idea No. 8812