VA · VA-25-5684 · record R2144

Federal EHR End User Peer Support Chatbot

Department of Veterans Affairs · OEHRM: Office of Electronic Health Record Modernization

Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

Topic area: Service Delivery
Operational functions: Chatbot or virtual assistant, Search and knowledge retrieval Derived by keyword rules; see methodology

Problem the AI is intended to solve

Federal EHR end user support meets peak in the first three months after roll-out. The current model of super user support is not sustainable when EHRM-IO restarts deployment with an accelerated schedule (i.e., 13 sites in 2026). This tool will alleviate the burden on super users by answering the basic, frequently asked questions by a Retrieval-Augmented Generation (RAG) over LLM model, allowing the super users to address the more complex questions.

Expected benefits

This use case will lead to increased efficiency, staff satisfaction, enhanced patient outcomes, and help successfully accomplish the VA secretary's strategic goal of Federal EHR deployment

System outputs

Responses to the user questions related to the use of the Federal EHR.

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
System name(s): Not reported
Custom-developed code: Not reported
Public source code: Not reported

Sourcing

How it was built: Not reported
Vendor (as reported): Not reported
Vendors (standardized): None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII: Not reported
Privacy Impact Assessment: Not reported
Authorization to Operate: Not reported
Demographic features: Not reported
Training and evaluation data: Not reported
Federal Data Catalog: Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported