The Board of Veterans’ Appeals (Board) is an administrative tribunal within the United States Department of Veterans Affairs (VA), located in Washington, D.C. The Board’s mission is to conduct hearings and decide appeals in a timely manner. The Board is seeking Business Administrative Services Support which includes Project Management Support, Strategic Planning, Marketing/Communication and Change Management/Training for other ongoing projects at the Board. These services would improve the efficiency and effectiveness of the organization and help the agency meet its mission.
The Board seeks to improve and/or refine its program based upon industry best practices, to educate, and increase transparency with stakeholders on internal quality review procedures and standards, and to provide training that demonstrates the Board’s commitment to decide cases according to the law. The Board is also looking to increase stakeholder trust and understanding of its processes, improve and maintain the perception and organizational reputation, and learn how to best educate others on the efficacy of the Board’s OAI Program. The Board also seeks to improve customer trust and confidence scores in the Board’s decisions and VA’s appellate process. The Board requires a comprehensive Quality Program that includes non-legal aspects of the appeals process and Board operations (e.g., Intake, Hearings, Dispatch etc.) To accomplish this goal, the Board seeks to obtain outside support to complete an unbiased assessment of the Board’s current OAI Program, measure the strength of the program, identify any weakness or programmatic risks, and provide recommendations for improvement. The Board would benefit from outside support to develop strategic communications, planning documents, and marketing materials to explain the program, and its impact on appeals processing to both internal and external stakeholders.
The Board also seeks Business Administrative Services Support which includes Project Management Support, Strategic Planning, Marketing/Communication and Change Management/Training for other ongoing projects at the Board. These services would improve the efficiency and effectiveness of the organization and help the agency meet its mission.
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