VA · VA-24-954 · record R2331

Medallia Software as a Service (SaaS) - VSignals and ESignals

Department of Veterans Affairs · VEO: Veterans Experience Office

Overview

Development stage: DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
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: Claims and case processing, Clinical and medical Derived by keyword rules; see methodology

Problem the AI is intended to solve

Ability to take concrete action to address the concerns and pain points of Veterans by case-managing and undertaking service recovery on input/commentary provided by Veterans about their VA experiences in VSignals free text comments.

Expected benefits

Systems redesign improvements by VA administrations based on actional input from Veterans, family members, caregivers, and survivors.

System outputs

Veteran comments that are routed to the Veterans Crisis Line, National Center for Homeless Veterans, or the Patient Advocate Tracking System for VHA case management and service recovery.

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Not reported
Custom-developed code: No
Public source code: Not reported

Sourcing

How it was built: Contract and in-houseSource: c) Developed with both contracting and in-house resources
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