See how the VetsAmerica Team is supporting the VA's learning management as they maintained the VA's VALU IT Helpdesk through a critical transition period. 

Since March of 2011 VetsAmerica has managed the Department of Veterans Affairs Learning University (VALU) helpdesk and support contract. This comprehensive learning structure consists of several online learning systems which support the VA’s continuing professional education needs. The VALU help desk was established due to the virtual nature of online learning, as a centralized support desk was needed to assist customers as needed. This learning system’s infrastructure consists of four major sets of applications:

VA Learning Management System (VA LMS)

Content Distribution Network (CDN)

VALU WBT Platform (Librix)

iContent

VetsAmerica manages 19 staff providing Tier 1 and limited Tier 2 support to over 280,000 VA staff using the VA’s VALU learning systems.  Tasks include providing assistance with Enrollment, username/password, PC Setup, Browser optimization, login problems, network connectivity issues, reports, and certificates of training. We were also responsible for providing reports and requests for things such as bug fixes, application issue resolution, additional reporting requirements, and new functionality requirements.

This help desk is highly relevant to this opportunity due to the fact that it is a complex application based help desk supporting a key VA institution. In supporting this help desk we have overcome many obstacles aside from the initially envisioned ones laid out above, but others as well such as the move to the VA’s Talent Management System in the middle of the contracts performance period. This meant significant training and education on the new system had to be performed and an entirely new set of techniques and standards had to be learned by new help desk employees in order to provide the same caliber of support we were previously providing. VetsAmerica overcame this problem and all personnel were caught up to speed in an efficient manner while the process remained fully transparent to the end user. To this day, VetsAmerica continues to receive high marks for performance for this contract and a sustained customer loyalty due to our dedication and diligence in overcoming contract issues and unforeseen changes initiated by the transition of VA infrastructure.