The VA’s System Updates: Are There Concerns About Trust and Safety?

The Department of Veterans Affairs (VA) is busy making big tech changes and upgrades, with the goal of making things better for veterans and its IT team. But, as the VA moves quickly with its updates, questions about system trust and safety remain.

The Modernization Effort

The VA’s update efforts are wide-ranging, focusing on making the veteran experience better, boosting worker happiness, and using automation tools to speed up claims processing. VA Secretary Denis McDonough recently talked about the importance of technology in making things better for veterans, saying that the right technology can have a big effect. “The right technology can do a lot for vets, and it’s having a real impact right now in the lives of vets across America,” he said at the VA’s Tech Expo in Palo Alto, California.

However, the VA’s update efforts are not without problems. The Government Accountability Office (GAO) has pointed out the VA’s struggles to keep information systems and related data safe, put in place information security controls, and fix known security problems. The GAO gave many recommendations to the VA to fix these areas, many of which have been put in place, but some that still need to be done.

The Safety Worries

As part of its IT modernization efforts, the VA is looking to make its services easier for veterans to find, and launch digital tools to improve its quality of care. The department is looking to deliver services to veterans more quickly, while simultaneously protecting veterans’ sensitive data.

McDonough acknowledges that the VA stores veterans’ information in multiple locations across out of date applications. “The simplest of tasks like updating personal information required — by the way, still in too many cases requires — visits to multiple outdated websites,” he said.

But the VA’s efforts to pick up the pace of modernization may hit its share of slowdowns. Maria Chamberlain, CEO of Acuity Total Solutions, predicts security challenges during the VA’s update efforts. “The VA’s efforts are good, but it wouldn’t be a surprise to see some system implementations move a little slower as they test and integrate stronger security measures. All new systems and technologies have benefits and risks, so they will likely make sure they are safe and can be trusted. But that is the price, not just of keeping data safe, but of maintaining the trust of the veterans who use these services.”

The GAO has previously voiced these needs, noting in their 2021 report that the VA needed to do more to make cybersecurity stronger, such as finding and fixing the areas that have the biggest risks. And with the sudden emergence of AI, cybersecurity concerns have become even more complex.

The Way Ahead

As the VA keeps going with its update efforts, it’s clear that fixing these safety worries must be a top goal. By all appearances, the VA appears to agree with the GAO’s recommendations and is making progress in some areas. But Denis McDonough and senior IT leadership see that there is still work to be done.

In the end, while the VA’s update efforts are a move in the right direction, the worries about trust and safety are real and must be fixed. As the VA keeps updating its systems, it must also keep focusing on and putting money into cybersecurity measures to make sure its veterans and their personal information are safe.