"John Boerstler, the general manager of Federal at Granicus who served as chief experience officer for the Department of Veterans Affairs from February 2021 through September 2024, said the agency has successfully scaled its uses of AI tools to better serve retired servicemembers. He cautioned, however, that "we need to really be careful about the implementation and in managing expectations, both internally and externally on how we use it.""
"VA's 2025 AI use case inventory, which was released last month, listed 367 examples of the department looking to onboard AI tools - a significant increase over the 227 it reported in its 2024 inventory. Many of these use cases are for medical devices or for other technologies meant to augment clinical care for veterans, as well as the delivery of critical services."
Federal agencies need strategic, forward-thinking approaches when adopting AI tools to enhance mission delivery and public services. The Department of Veterans Affairs scaled AI applications to better serve retired servicemembers while stressing careful implementation and expectation management. VA's 2025 AI use case inventory listed 367 examples for onboarding AI tools, up from 227 in 2024, including many for medical devices, clinical care augmentation, and critical services delivery. A focus on design and qualitative research helped VA redesign communication journeys, reduce poorly timed messaging, and use AI and automation to boost healthcare enrollment rates.
Read at Nextgov.com
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