Veterans Affairs
Progress Made in Centralizing Information Technology Management, but Challenges Persist Gao ID: GAO-07-1246T September 19, 2007The Department of Veterans Affairs (VA) depends on information technology (IT) to effectively serve our nation's veterans, with an IT budget of about $1 billion annually. However, it has encountered numerous challenges in managing its IT programs and initiatives. To address these challenges, VA is realigning its IT organization and management to a centralized model founded on a defined set of improved management processes. Begun in October 2005, the realignment is planned to be complete by July 2008. In this testimony, GAO discusses its recent reporting on VA's realignment effort and its management of other IT programs and initiatives, including ongoing systems development efforts and work to share electronic health information with the Department of Defense (DOD). To prepare this testimony, GAO reviewed its past work in these areas.
VA has made progress in moving to a centralized management structure for IT; however, at the time of GAO's review in May 2007, the department had still to address certain critical success factors for transformation, and it had not yet institutionalized key IT management processes. VA's plans for realigning the management of its IT program include elements of several of the six factors that GAO identified as critical for the department's implementation of a centralized management structure, and it had fully addressed one factor--ensuring commitment from top leadership--having obtained the Secretary's approval of the realignment and the new IT governance structure. However, as of May 2007, the department did not plan to address one of the critical success factors: dedicating an implementation team to manage change. Having such a team is important, since the implementation of the realignment is expected to continue until July 2008. Without a dedicated team, it is less likely that the implementation will be managed effectively. In addition, although the department had begun to take action to establish improved management processes--a cornerstone of the realignment--it had not made significant progress. As of May 2007, it had begun pilot testing 2 of 36 planned new processes. Until it institutionalizes key processes throughout the department, the full benefits of the realignment may not be realized. At the same time that it is implementing the realignment, VA is managing ongoing IT programs such as information security and inventory control, and it is continuing initiatives to develop IT systems. The department is managing these programs and initiatives using existing management processes, many of which display the long-standing weaknesses that VA aims to alleviate through its realignment. Some progress has been made: for example, the department took actions to improve controls over IT equipment, such as issuing several new policies to establish guidance and controls for information security, but because the realignment was not yet fully implemented, improved processes for inventory control had not been established. In addition, progress on the development of a modernized compensation and benefits system occurred after the project implemented improved management processes, which the department now plans to apply to all its IT projects. VA also achieved a milestone in the long-term effort to share electronic health information with DOD, having begun to exchange limited medical data with DOD (at selected sites) through an interface between the data repositories for the modern health information systems that each department is developing. To achieve their long-term vision, VA and DOD have much work still to do (such as extending the current capability throughout both departments), and the two departments have not yet projected a final completion date for the whole initiative. Further progress in VA's IT programs and initiatives could be significantly aided by the improved processes that are the cornerstone of the realignment. Until these are fully implemented, the impact of the realignment on these programs and initiatives is uncertain
GAO-07-1246T, Veterans Affairs: Progress Made in Centralizing Information Technology Management, but Challenges Persist
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United States Government Accountability Office:
GAO:
Testimony Before the Senate Committee on Veterans‘ Affairs:
For Release on Delivery:
Expected at 9:30 a.m. EDT Wednesday, September 19, 2007:
Veterans Affairs:
Progress Made in Centralizing Information Technology Management, but
Challenges Persist:
Statement of Valerie C. Melvin, Director:
Human Capital and Management Information Systems Issues:
GAO Highlights:
Highlights of GAO-07-1246T, a testimony before the Senate Committee on
Veterans' Affairs.
Why GAO Did This Study:
The Department of Veterans Affairs (VA) depends on information
technology (IT) to effectively serve our nation‘s veterans, with an IT
budget of about $1 billion annually. However, it has encountered
numerous challenges in managing its IT programs and initiatives. To
address these challenges, VA is realigning its IT organization and
management to a centralized model founded on a defined set of improved
management processes. Begun in October 2005, the realignment is planned
to be complete by July 2008.
In this testimony, GAO discusses its recent reporting on VA‘s
realignment effort and its management of other IT programs and
initiatives, including ongoing systems development efforts and work to
share electronic health information with the Department of Defense
(DOD). To prepare this testimony, GAO reviewed its past work in these
areas.
What GAO Found:
VA has made progress in moving to a centralized management structure
for IT; however, at the time of GAO‘s review in May 2007, the
department had still to address certain critical success factors for
transformation, and it had not yet institutionalized key IT management
processes. VA‘s plans for realigning the management of its IT program
include elements of several of the six factors that GAO identified as
critical for the department‘s implementation of a centralized
management structure, and it had fully addressed one factor”ensuring
commitment from top leadership”having obtained the Secretary‘s approval
of the realignment and the new IT governance structure. However, as of
May 2007, the department did not plan to address one of the critical
success factors: dedicating an implementation team to manage change.
Having such a team is important, since the implementation of the
realignment is expected to continue until July 2008. Without a
dedicated team, it is less likely that the implementation will be
managed effectively. In addition, although the department had begun to
take action to establish improved management processes”a cornerstone of
the realignment”it had not made significant progress. As of May 2007,
it had begun pilot testing 2 of 36 planned new processes. Until it
institutionalizes key processes throughout the department, the full
benefits of the realignment may not be realized.
At the same time that it is implementing the realignment, VA is
managing ongoing IT programs such as information security and inventory
control, and it is continuing initiatives to develop IT systems. The
department is managing these programs and initiatives using existing
management processes, many of which display the long-standing
weaknesses that VA aims to alleviate through its realignment. Some
progress has been made: for example, the department took actions to
improve controls over IT equipment, such as issuing several new
policies to establish guidance and controls for information security,
but because the realignment was not yet fully implemented, improved
processes for inventory control had not been established. In addition,
progress on the development of a modernized compensation and benefits
system occurred after the project implemented improved management
processes, which the department now plans to apply to all its IT
projects. VA also achieved a milestone in the long-term effort to share
electronic health information with DOD, having begun to exchange
limited medical data with DOD (at selected sites) through an interface
between the data repositories for the modern health information systems
that each department is developing. To achieve their long-term vision,
VA and DOD have much work still to do (such as extending the current
capability throughout both departments), and the two departments have
not yet projected a final completion date for the whole initiative.
Further progress in VA‘s IT programs and initiatives could be
significantly aided by the improved processes that are the cornerstone
of the realignment. Until these are fully implemented, the impact of
the realignment on these programs and initiatives is uncertain.
What GAO Recommends:
In the reports covered by this testimony, GAO made recommendations
aimed at improving VA‘s management of its IT programs and initiatives.
To view the full product, including the scope and methodology, click on
[hyperlink, http://www.gao.gov/cgi-bin/getrpt?GAO-07-1246T]. For more
information, contact Valerie Melvin at (202) 512-6304 or
melvinv@gao.gov.
[End of section]
Mr. Chairman and Members of the Committee:
I am pleased to participate in today's hearing on the information
technology program of the Department of Veterans Affairs (VA). As you
know, the department depends on information technology (IT) to
effectively serve our nation's veterans, with an IT budget that amounts
to about $1 billion annually. However, VA has encountered numerous
challenges in managing its IT resources, as we have reported over the
years. In our more recent reporting, we have identified challenges in
security management, inventory control, project management, and other
IT management processes.[Footnote 1] One factor contributing to the
development of these challenges has been the department's management
structure,[Footnote 2] which until recently was decentralized and gave
the VA administrations[Footnote 3] and headquarters offices[Footnote 4]
control over a majority of the department's IT budget.
In October 2005, VA initiated a realignment of its IT program to
provide greater authority and accountability over its resources. The
goals of the realignment were to centralize IT management under the
department-level Chief Information Officer (CIO) and to standardize
operations and development of systems across the department through the
use of new management processes based on industry best practices.
Completion of the realignment is scheduled for July 2008.
At your request, my testimony today will summarize our work on the
department's efforts in moving to a centralized IT management model,
which will affect all of VA's IT programs and initiatives. In this
context, we will also discuss our recent work on:
* information security,
* inventory control over IT equipment,
* migrating existing ("legacy") benefits systems to modern platforms,
and:
* sharing electronic health information with the Department of Defense
(DOD) and the prognosis for a DOD/VA bidirectional interoperable
electronic health record.
* In developing this testimony, we reviewed our previous work in these
areas. All work covered in this testimony was performed in accordance
with generally accepted government auditing standards.
Results in Brief:
* VA has made progress in moving to a centralized management structure
for IT; however, at the time of our review in May 2007, it had still to
address some critical success factors for transformation, and it had
not yet institutionalized key IT management processes.[Footnote 5] The
department's plans for realigning the management of its IT program
include elements of several of the six factors that we identified as
critical for its implementation of a centralized management structure.
However, as of May 2007, VA did not plan to address one of the critical
success factors: dedicating an implementation team to manage change.
Having such a team is important at this stage, because the realignment
is not expected to be completed until July 2008. Without a team
dedicated to managing the realignment, it is less likely that the
department will be able to ensure that the realignment is managed
effectively throughout its implementation. In addition, although the
department had begun to take action to establish improved IT management
processes--a cornerstone of the realignment--it had not made
significant progress at the time of our report. As of May 2007, it had
begun pilot testing 2 of 36 planned new processes. Until it
institutionalizes key management processes throughout the department,
the full benefits of the realignment may not be realized.
* In the meantime, VA is undertaking a number of programs and
initiatives that depend on the effective management and use of IT
resources. The department has made progress in its programs and
initiatives, but much work remains.
* In a September 2007 report, we state that although VA has made
progress in addressing security weaknesses, it has not yet fully
implemented key recommendations to strengthen its information security
practices.[Footnote 6] In addition, although the management structure
for information security has changed under the realignment, improved
security management processes have not yet been completely developed
and implemented, and responsibility for the department's information
security functions is divided between two organizations, with no
documented process for the two offices to coordinate with each other.
* With regard to the department's IT inventory control, we reported
recently that a weak overall control environment for IT equipment at
four audited locations posed a significant security vulnerability to
the nation's veterans with regard to sensitive data maintained on this
equipment.[Footnote 7] VA had taken some actions to improve controls
over IT equipment, such as issuing several new policies to establish
guidance and controls for information security. In addition, the
organizational realignment had begun, but as it was not yet fully
implemented, improved processes for inventory control had not been
established.
* VBA has been pursuing efforts to migrate benefits processing from its
aging legacy system and develop modernized replacement
systems.[Footnote 8] We reported that two initiatives (one on
compensation and pension payments and another on education benefits)
had both been hindered by project management weaknesses and in
particular the lack of integrated project plans. In April 2007, we
reported that the compensation and pension replacement project had
improved its management processes and made progress; VA concurred with
our recommendation that the improved processes be incorporated into
specific policy and guidance for all IT projects in the department.
Such processes could benefit the education benefits project: when we
reported in July 2007, the initiative had achieved some enhancements in
claims processing, but the absence of an integrated project plan meant
that critical elements were missing for effectively guiding the project
to completion, such as an overall approach for coordinating various
improvement initiatives.
* As we testified in May 2007, VA and DOD have made progress in both
long-and short-term initiatives to share health information, but much
work remains to achieve the goal of a shared electronic medical record
and seamless transition between the two departments.[Footnote 9]
* Under their long-term initiative, the departments had begun to
exchange limited medical data (at selected sites) through an interface
between the data repositories for the modern health information systems
that each department is developing. Although implementing this
interface is a milestone toward the departments' long-term goal, VA and
DOD must still extend the current capability throughout both
departments, finish developing their two modernized systems, and
transition from their existing systems.[Footnote 10] The departments
have not yet projected a final completion date for the whole initiative.
* In their near-term efforts, the departments have completed a system
for one-way transfer of health information from DOD to VA when service
members leave the military, and they are conducting demonstration
projects to exchange limited data at selected sites. The departments
have also established ad hoc processes (such as scanning paper records)
to meet the immediate need to provide data on severely wounded service
members to VA's polytrauma centers.
These multiple initiatives and ad hoc processes highlight the need for
a project plan that integrates both long-and short-term initiatives.
Without such a plan, it remains unclear how all the initiatives are to
be incorporated into an overall strategy focused on achieving the
departments' goal of comprehensive, seamless exchange of health
information.
In the reports covered by this testimony, we have made numerous
recommendations aimed at improving the department's management of its
IT programs and initiatives. VA has agreed with these recommendations
and has taken action or plans to take action to implement them. If this
implementation is properly executed, it could help the department to
realize the expected benefits of the realignment, as well as the aims
of its programs and initiatives.
Background:
VA's mission is to promote the health, welfare, and dignity of all
veterans in recognition of their service to the nation by ensuring that
they receive medical care, benefits, social support, and lasting
memorials. Its three major components, the Veterans Benefits
Administration (VBA), the Veterans Health Administration (VHA), and the
National Cemetery Administration, are primarily responsible for
carrying out this mission. Over time, the use of IT has become
increasingly crucial to the department's effort to provide benefits and
services. VA relies on its systems for providing access to medical
information to ensure high-quality health care for veterans as well as
for processing benefit claims, including compensation and pension and
education benefits.
In reporting on VA's IT management over the past several years, we have
highlighted challenges the department has faced in achieving its vision
of creating "One VA"--that is, integrating IT resources to enable
department employees to help veterans obtain services and information
more quickly and effectively. One major challenge was that the
department's information systems and services were highly decentralized
and that its administrations controlled a majority of the IT
budget.[Footnote 11] As we have previously pointed out, it is crucial
for the department CIO to ensure that well-established and integrated
processes for leading, managing, and controlling investments are
followed throughout the department. Similarly, a contractor's
assessment of VA's IT organizational alignment, issued in February
2005, noted the lack of control over how and when money is
spent.[Footnote 12] The assessment found that project managers within
the administrations had the ability to shift money to support
individual projects. Also, according to the assessment, the focus of
department-level management was only on reporting expenditures to the
Office of Management and Budget and Congress, rather than on managing
these expenditures within the department.
VA Is Transforming its IT Organization to a Centralized Model:
In response to the challenges that we and others noted, the department
officially began its effort to provide the CIO with greater authority
over IT in October 2005. At that time, the Secretary issued an
executive decision memorandum granting approval for the development of
a new IT management structure for the department. According to VA, its
goals in moving to centralized management are to provide the department
better oversight over the standardization, compatibility, and
interoperability of IT systems, as well as better overall fiscal
discipline for the budget. By July 2006, the department's realignment
contractor began work to assist with the realignment effort.
In February 2007, the Secretary approved the department's new
organization structure, which includes the Assistant Secretary for
Information and Technology, who serves as VA's CIO. As shown in figure
1, the CIO is supported by a Principal Deputy Assistant Secretary and
five Deputy Assistant Secretaries--new senior leadership positions
created to assist the CIO in overseeing functions such as cyber
security, IT portfolio management, systems development, and IT
operations.
Figure 1: Organizational Chart for VA Office of Information and
Technology:
[See PDF for image]
Source: VA.
Note: DAS = Deputy Assistant Secretary.
[End of figure]
In April 2007, the Secretary approved a governance plan that is
intended to enable the Office of Information and Technology to
centralize its decision making. The plan describes the relationship
between IT governance and departmental governance and the approach the
department intends to take to enhance governance.
VA's Realignment Depends on Establishing Standardized IT Management
Processes:
As the foundation for its realignment, VA plans to implement improved
management processes in five key areas: enterprise management, business
management, business application management, infrastructure, and
service support. The particular management processes, recommended by
the department's realignment contractor, were based on industry best
practices[Footnote 13] and encompass all areas of IT management, such
as those necessary for effective IT programs (such as security
management and asset management processes) and IT initiatives (such as
risk management and project management processes). In attachment 1, we
provide brief descriptions of the 36 IT management processes to be
addressed in VA's realignment.
According to the contractor, establishing improved management processes
and standardizing these processes across the department are essential
to the effectiveness of the centralized management model. By
implementing these improved processes, VA expects to correct
deficiencies it has encountered as a result of its decentralized
management approach. Proper implementation should result in
institutionalizing best management practices that will be sustained
regardless of future leadership changes at the department. According to
the contractor, with a system of defined management processes, the
Office of Information and Technology could quickly and accurately
change the way IT supports the department. The contractor also noted
that failure to include such processes in the realignment would
introduce the risk that any progress in completing the realignment
would be the result of trial and error.
Successful Organization Transformations Are Based on Critical Success
Factors:
We have reported in the past[Footnote 14] on key factors that are
needed in order to successfully transform an organization to be more
results oriented, customer focused, and collaborative in nature. We
reported that large-scale change management initiatives are not simple
endeavors and require the concentrated efforts of both leadership and
employees to realize intended synergies and to accomplish new
organizational goals. We also noted that there are a number of key
practices that can serve as the basis for federal agencies to transform
their cultures in response to governance challenges, such as those that
an organization like VA might face when transforming to a centralized
IT management structure. Among the significant factors we identified as
critical for ensuring the success of VA's move to centralized
management are:
* ensuring commitment from top leadership,
* establishing a governance structure to manage resources,
* linking the IT strategic plan to the organization strategic plan,
* using workforce strategic management to identify proper roles for all
employees,
* communicating change to all stakeholders, and:
* dedicating an implementation team to manage change.
Successful Implementation of the Realignment Effort Requires Continued
Focus on Critical Success Factors and Implementation of Improved
Management Processes:
In our recent review of the department's effort to realign its IT
program, we evaluated, among other things, whether the realignment plan
includes the critical factors for successful transformation as
discussed above.[Footnote 15] We reported that VA's realignment plan
included elements of several of the six critical success factors that
we identified. However, VA had not fully addressed all six factors.
Only one factor had been fully addressed; additional work remained on
the other five factors, as shown in table 1.
Table 1: Summary of VA's Actions Addressing Critical Success Factors as
of May 2007:
Critical success factor: Ensuring commitment from top leadership;
Addressed: Yes;
Progress: Secretary approved the new IT organization structure and the
transfer of employees.
Critical success factor: Establishing a governance structure to manage
resources;
Addressed: Partially;
Progress: Secretary approved the IT governance plan, but VA has not
established IT governance boards or process descriptions for centrally
managing IT.
Critical success factor:
Linking IT strategic plan to organization strategic plan;
Addressed: No;
Progress: VA has not yet updated its IT strategic plan to reflect the
new organization, but it has established a date by which it intends to
update the plan.
Critical success factor: Using workforce strategic management to
identify proper roles for all employees;
Addressed: Partially;
Progress: VA has identified workforce management responsibilities, but
it has not established a knowledge and skills inventory.
Critical success factor: Communicating change to all stakeholders;
Addressed: Partially;
Progress: VA has addressed staff concerns about the realignment through
memorandums and conferences, but it has not fully staffed offices that
will facilitate communication.
Critical success factor: Dedicating an implementation team to manage
change;
Addressed: No;
Progress: VA does not plan to establish a realignment implementation
team.
Source: GAO.
[End of table]
The department had fully addressed the first critical success factor,
ensuring commitment from top leadership, as demonstrated by the
Secretary's actions in support of the realignment. Besides approving
the transfer of personnel to the centralized office, the Secretary
approved in February 2007 a new organization structure for centralized
IT management.
Since undertaking the realignment, VA concentrated its efforts on
transferring approximately 6,000 staff to the CIO's office from the
administrations and staff offices and on creating the new centralized
organizational structure. As shown in the table, VA had begun or
planned to begin actions on four other critical success factors, but it
had not completed the actions. For example, the department approved its
governance plan to address how the Office of Information and Technology
will manage resources; however, it had not yet established the boards
that are to provide governance over the centralized structure. In
addition, although the department had identified the responsibilities
for managing its workforce within its new structure, it had not yet
established a knowledge and skills inventory to help determine the
proper roles for all employees in the new organization.
VA had neither addressed nor planned to address the last critical
success factor: dedicating an implementation team to manage change.
Although it had highlighted the importance of managing change in its
realignment documentation, VA did not plan to establish a realignment
implementation team. As we have pointed out,[Footnote 16] a dedicated
implementation team that is responsible for the day-to-day management
of a major change initiative is critical to ensure that the project
receives the focused, full-time attention needed to be sustained and
successful. Specifically, the implementation team is important to
ensuring that various change initiatives are implemented in a coherent
and integrated way. The team must have the necessary authority and
resources to set priorities, make timely decisions, and move quickly to
implement the transformation. In addition, the implementation team can
assist in tracking implementation goals for a change initiative and
identifying performance shortfalls or schedule slippages. It is
important for the team to use performance metrics to provide a succinct
and concrete statement of expected performance versus actual
performance. Because of its close involvement with the change
initiative, the implementation team can also suggest corrections to
remedy any problems.
The department had not addressed this critical success factor: it had
not dedicated an implementation team to manage the realignment effort
and track its progress. At the conclusion of our review in June 2007,
staff from the IT realignment office, which was responsible for
overseeing the realignment, had been reassigned to other areas of
responsibility within the department's new structure. In addition, the
Director of the Realignment Office told us that multiple offices would
assume responsibility for managing the realignment through July 2008:
the Office of Quality and Performance Management would oversee process
implementation across the Office of Information and Technology, and the
Office of Oversight and Compliance Management would assess whether the
department is complying with the new processes. However, there was no
one group responsible for managing the realignment in its entirety.
Without such a dedicated group, it is less likely that VA will be able
to ensure that the realignment is managed effectively throughout its
implementation.
With regard to the new IT management processes, the department had
begun to take action, but it had not made significant progress at the
time of our report. The department had planned to begin implementing 9
of the 36 new processes in March 2007. However, the department had
missed key implementation dates for these processes. As of May 2007, it
had begun pilot testing two of the new processes: the risk management
process and the solution (that is, business application) test and
acceptance process.
Thus, although the department had taken positive steps in moving to
centralized IT management, it had much more work to complete before the
realignment can be considered finished and a success. If VA does not
continue to address the critical success factors we identified and
develop and implement the new management processes by their target
date, the department may continue to operate in a decentralized manner
and risk not fully realizing the long-term benefits of the realignment.
Accordingly, we recommended that the department dedicate an
implementation team responsible for change management throughout the
transformation and that it develop detailed IT governance process
descriptions that identify how IT resources will be managed in the
centralized organization. We also made seven additional recommendations
aimed at ensuring that the realignment is successfully accomplished.
The department generally concurred with our recommendations and stated
that it has taken action or has actions under way to address each of
our recommendations.
Improved Processes Planned under the Realignment Are Not Yet in Place
for IT Programs and Initiatives:
Although IT management has been centralized under the CIO, at the time
of our review, IT programs and initiatives continued to be managed
under previously established processes. The key processes to be used as
the foundation for the realignment had not yet had an impact on IT
programs (specifically, security and inventory management) or
initiatives (such as VBA's modernization efforts and VHA's initiatives
on sharing medical data with DOD).
Sustained Management Commitment and Oversight Are Vital to Resolving
Long-Standing Security Weaknesses:
As mandated by the Federal Information Security Management Act (FISMA)
of 2002,[Footnote 17] every agency is to establish an information
security program. In addition, security management is a key management
process that under the realignment is to be established uniformly
across the department. VA's IT systems contain sensitive information
that is vulnerable to inadvertent or deliberate misuse, loss, or
improper disclosure.
This vulnerability was highlighted by an incident in May 2006, when VA
announced that computer equipment containing personally identifiable
information[Footnote 18] on approximately 26.5 million veterans and
active duty members of the military was stolen from the home of a VA
employee. Until the equipment was recovered, veterans did not know
whether their information was likely to be misused.
In a September 2007 report, we state that although VA has made progress
in addressing security weaknesses, it has not yet fully implemented key
recommendations to strengthen its information security
practices.[Footnote 19] It has implemented 2 of our 4 previous
recommendations and only 2 of the 22 recommendations made by the
department's inspector general (IG). Among those recommendations not
implemented are our recommendation that it complete a comprehensive
security management program and an IG recommendation to strengthen
critical infrastructure planning to ensure that information security
requirements are addressed. Because these recommendations have not yet
been implemented, the department will be at increased risk that
personal information of veterans and other individuals, such as medical
providers, may be exposed to data tampering, fraud, and inappropriate
disclosure.
Our report describes several major initiatives that VA has begun or
continued since the May 2006 security incident, in efforts to
strengthen information security practices and secure personal
information within the department. Among these initiatives are the
department's efforts to reorganize its management structure to provide
better oversight and fiscal discipline over its IT systems.[Footnote 20]
Establishing an effective IT management structure is the starting point
for coordinating and communicating the continuous cycle of information
security activities necessary to address current risks on an ongoing
basis while providing guidance and oversight for the security of the
entity as a whole. Under FISMA and the Veterans Benefits, Health Care,
and Information Technology Act of 2006, the CIO ensures compliance with
requirements of these laws and designates a chief information security
officer (CISO) to assist in carrying out his responsibilities. One
mechanism organizations can adopt to achieve effective coordination and
communication is to establish a central security management office or
group to coordinate departmentwide security-related
activities.[Footnote 21] To ensure that information security activities
are effective across an organization, the management structure should
also include clearly defined roles and responsibilities for all
security staff and coordination of responsibilities among individual
staff.
Under the realignment, the management structure for information
security has changed, but improved security management processes have
not yet been completely developed and implemented. In particular, under
the new structure, responsibility for information security functions
within the department is divided between two organizations (see fig.
2), but no documented process yet exists for the two responsible
offices to coordinate with each other in managing and implementing the
departmentwide security program.
Figure 2: Security Functions in New Office of Information and
Technology Structure:
[See PDF for image]
Source: VA.
Note: DAS = Deputy Assistant Secretary.
[End of figure]
Under the new organization, the Director of the Cyber Security Office
(who is also the department's designated CISO)[Footnote 22] has
responsibility for developing and maintaining a departmentwide security
program, among other things. However, the Director of the Field
Operations and Security Office is responsible for implementing the
program. Although VA officials indicated that these officials are
communicating about the department's implementation of security
policies and procedures, this communication is not defined as a role or
responsibility for either position in the new management organization
book, nor is there a documented process in place to coordinate the
management and implementation of the security program. Both of these
activities are key security management practices. Without a documented
process, policies or procedures could be inconsistently implemented
throughout the department, which could prevent the CISO from
effectively ensuring departmentwide compliance with FISMA. In addition,
without a defined process and responsibilities, VA will have limited
assurance that the management and implementation of security policies
and procedures are effectively coordinated and communicated. Developing
and documenting these policies and procedures are essential for
achieving an improved and effective security management process under
the new centralized management model.
Accordingly, among the actions we recommended to the department was to
document clearly defined coordination responsibilities for the Director
of Field Operations and Security and the Director of Cyber Security, as
well as to develop and implement a process for these officials to
coordinate on the implementation of IT security policies and procedures
throughout the department. We also made 15 other recommendations to
improve the department's ability to protect its information and
systems, including the development of various processes and procedures
to ensure that tasks in the department's security action plans have
time frames for implementation. VA generally agreed with our
recommendations and stated that it had already implemented some of the
recommendations and had actions under way to address the others.
Inadequate Controls over IT Equipment at Selected VA Locations Pose
Continuing Risk of Theft, Loss, and Misappropriation:
In light of reported weaknesses in VA inventory controls and reported
thefts of laptop computers and data breaches, the adequacy of such
controls has been an ongoing concern. In July 2007, we reported and
testified on an assessment of the risk of theft, loss, or
misappropriation of IT equipment at selected VA medical
centers.[Footnote 23] Our assessment found that a weak overall control
environment for IT equipment at the four locations we audited posed a
significant security vulnerability to the nation's veterans with regard
to sensitive data maintained on this equipment. According to our
Standards for Internal Control in the Federal Government, agencies are
required to establish physical controls to safeguard vulnerable assets,
such as IT equipment, which might be vulnerable to risk of loss; in
addition, federal records management law requires federal agencies to
record essential transactions. However, we reported in July that
current VA property management policy does not provide guidance for
creating records of inventory transactions as changes occur. Also,
policies requiring annual inventories of sensitive items (such as IT
equipment), adequate physical security, and immediate reporting of lost
and missing items had not been enforced.
Our statistical tests of physical inventory controls at the four
locations identified a total of 123 missing IT equipment items,
including 53 computers that could have stored sensitive data. The lack
of user-level accountability and inaccurate records on status,
location, and item descriptions make it difficult to determine the
extent to which actual theft, loss, or misappropriation may have
occurred without detection. Table 2 summarizes the results of our
statistical tests at each location.
Table 2: Current IT Inventory Control Failures at Four Test Locations:
Control failures: Missing items;
Washington, D.C., medical center: 28%;
Indianapolis, medical center: 6%;
San Diego, medical center: 10%;
VA HQ offices: 11%.
Control failures: Incorrect user organization;
Washington, D.C., medical center: 80%;
Indianapolis, medical center: 69%;
San Diego, medical center: 70%;
VA HQ offices: 11%.
Control failures: Incorrect location;
Washington, D.C., medical center: 57%;
Indianapolis, medical center: 23%;
San Diego, medical center: 53%;
VA HQ offices: 44%.
Control failures: Recordkeeping errors;
Washington, D.C., medical center: 5%;
Indianapolis, medical center: 0%;
San Diego, medical center: 5%;
VA HQ offices: 3%.
Source: GAO analysis.
Note: Each of these estimates has a margin of error, based on a two-
sided, 95 percent confidence interval, of ±10 percent or less.
[End of table]
We also found that the four VA locations had reported over 2,400
missing IT equipment items, valued at about $6.4 million, identified
during physical inventories performed in fiscal years 2005 and 2006.
Missing items were often not reported for several months and, in some
cases, several years. It is very difficult to investigate these losses
because information on specific events and circumstances at the time of
the losses is not known. Further, our limited tests of computer hard
drives in the excess property disposal process found hard drives at two
of the four case study locations that contained personal information,
including veterans' names and Social Security numbers. Our tests did
not find any remaining data after sanitization procedures were
performed.[Footnote 24] However, weaknesses in physical security at IT
storage locations and delays in completing the data sanitization
process heighten the risk of data breach.
Although VA had taken some actions to improve controls over IT
equipment (such as issuing several new policies to establish guidance
and controls for IT security) and had reorganized and centralized the
IT function within the department under the CIO, we reported that these
actions had not yet been fully implemented. The new CIO organization
had no formal responsibility for medical equipment that stored or
processed patient data and did not address roles or necessary
coordination between information resource management and property
management personnel with regard to inventory control of IT equipment.
The Assistant Secretary for Information and Technology, who serves as
the CIO, told us that the new CIO organization structure will include a
unit that will have responsibility for IT equipment asset management
once it becomes operational. However, at the time of our report, this
unit had not yet been funded or staffed. To ensure accountability and
safeguarding of sensitive IT equipment, effective implementation will
be key to the success of the department's IT policy and organizational
changes.
We made 12 recommendations for actions to be taken by the department to
help minimize the risk of loss, theft, and misappropriation of
government IT equipment used in VA operations. The recommendations
included establishing policies and procedures that require, among other
things, recording inventory transactions and establishing specific,
individual user-level accountability. VA management generally agreed
with our findings and concurred with all 12 recommendations, noting
that it had actions planned or under way to address them.
Challenges Persist for Efforts to Migrate from the Aging Benefits
Delivery Network:
To administer various benefits programs, VBA relies on an aging system,
the Benefits Delivery Network (BDN). The BDN, which has been in
operation for more than 40 years, is based on antiquated software
programs, which have become increasingly difficult and costly to
maintain. VBA is in the process of replacing the BDN with a faster,
more flexible, and higher capacity system.
Replacing the BDN has been a focus of systems development efforts at
VBA since 1986.[Footnote 25] VBA currently depends on the BDN to
administer programs for three types of benefits: (1) compensation and
pension, (2) education, and (3) vocational rehabilitation and
employment (VRE) services.[Footnote 26] Originally, the administration
planned to modernize the entire system, but after experiencing numerous
false starts and spending approximately $300 million on the overall
modernization of the BDN, VBA revised its strategy in 1996. First, it
narrowed its focus to replacing only those functionalities that support
the compensation and pension program, and began developing a
replacement system, which it generally refers to as the Veterans
Service Network (VETSNET).[Footnote 27] Then, in December 1999, it
began an initiative, The Education Expert System (TEES), to move its
education claims processing systems from the BDN to new technology
platforms and a new architecture, as a way to improve its education
benefits delivery services. (We have not evaluated the VRE program or
possible plans to migrate VRE operations from the BDN.)
Progress Made in Long-Term Effort to Replace Benefits Payment System,
but Challenges Persist:
When VBA began the VETSNET project in 1996, it planned to complete the
replacement system in May 1998 at an estimated cost of $8 million.
However, over the years, VBA encountered numerous problems in
completing the replacement system. We have reported on this topic
several times, making numerous recommendations.[Footnote 28] Although
VA concurred with our recommendations and took several actions to
address them, its actions were not sufficient to implement all our
recommendations or establish the program on a solid footing: certain
basic requirements of sound project management, such as an integrated
project plan for the replacement system, continued to be lacking.
In 2005, because of concerns about continuing problems with the
replacement project, VA contracted for an independent assessment of the
department's options for the project, including whether the project
should be terminated. This assessment, conducted by the Carnegie Mellon
Software Engineering Institute (SEI), concluded that the replacement
project faced many risks arising from management and organizational
issues, but no technical barriers that could not be overcome.[Footnote
29] According to SEI, a new system was still needed, and VBA would not
be able to successfully deliver a full, workable solution unless it
addressed its management and organizational weaknesses. SEI recommended
that VBA continue to work on the project at a reduced pace, while
taking an aggressive approach to addressing the identified weaknesses.
We reported in April 2007[Footnote 30] that VBA was generally following
the course of action recommended by SEI: it was continuing to work on
the replacement initiative at a slower pace, while taking action to
address identified weaknesses in overall management and software
development processes. For example, VBA established a new governance
structure, and it took steps to improve its software development
processes, such as establishing risk and requirements management
processes. However, some processes had not been addressed, such as
capacity planning and management, which will be important for ensuring
that further development does not lead to processing slowdowns.
Further, VBA had not yet documented policies and procedures to
institutionalize all the process improvements that it made on the
replacement initiative, having first concentrated its efforts on
establishing the governance and building the organization. If VBA does
not institutionalize these improvements, it increases the risk that
they may not be maintained through the life of the project or be
available for application to other development initiatives.
As of April 2007, VBA had developed critical functionalities needed to
process and pay certain original compensation claims using the
replacement system. According to VBA officials, all five of the major
software applications that make up the new system were being used in
VA's regional offices to establish and process new compensation claims
for veterans. In April 2007, the replacement system was providing
monthly compensation payments to almost 50,000 veterans (out of about 3
million veterans who receive such payments). Nonetheless, the system
requires further development, and VBA still faces the substantial task
of converting records for the approximately 3.5 million beneficiaries
on the BDN to the replacement system.
Under the realignment, the responsibility for all system development
projects has moved from VBA to the central CIO organization:
specifically, the Deputy Assistant Secretary for Enterprise
Development. Thus, this official is now responsible for completing the
development and implementation of VETSNET. Accordingly, we recommended
that the CIO document and incorporate the improved processes for
managing risks, requirements, and defects into specific policy and
guidance for the replacement initiative and for future use throughout
VBA. VA concurred with our recommendation and stated that the VETSNET
project management processes will be incorporated into a set of
standard project management policies, processes, and procedures for all
IT projects in VA. Further, the CIO has identified the VETSNET
governance model as the model for all VA enterprisewide IT projects,
and it is being implemented in other VA priority IT development
programs.
In addition, we made five other recommendations aimed at sustaining the
improved management and software development processes currently being
used by VETSNET project management, including processes for capacity
planning and management. The Secretary also agreed with these
recommendations and described actions planned in response.
Improved Planning Needed to Guide Development and Implementation of
Education Benefits System:
The Education Expert System (or TEES) effort aims to replace the
existing education benefits systems on the BDN with a new rules-based
system that will add more automated capabilities, eliminate most human
intervention, and enable faster and more accurate processing of
education claims. When it began the initiative, VBA had planned to
complete the new system by September 2005; however, in 2004, the
department refocused and rebaselined the system's development effort.
VA currently estimates that the TEES initiative will be completed by
2011.
When we reported on this matter in July 2007, VBA had enhanced
education benefits claims processing by developing certain
functionalities to allow information to be captured in an electronic
format.[Footnote 31] For example, it had developed automated systems
that allow (1) education institutions to provide online enrollment
certifications, (2) students to provide online and telephonic
verification of enrollment, and (3) the public to inquire about
approved academic programs, licensing and certification programs, and
national exams. However, although VBA had identified other initiatives
as necessary to complete the new system and eliminate most human
intervention, it had not taken action on these initiatives, which
included moving the processing and payment functionality used for many
education claims from the BDN to new technology.
Contributing to our concerns was that VBA did not have an integrated
project plan for the TEES initiative. According to agency officials,
the plan that had been developed in 2001 has not been updated since
2004, when program goals were modified. Because VBA did not have an
integrated project management plan, it lacked critical elements needed
to effectively guide the initiative to completion (such as a full
description of the scope of the system development efforts) and an
overall approach for coordinating its various education claims
initiatives (such as the BDN code conversion effort). Without these
critical elements, the department would be at risk of wasting millions
of dollars on education claims processing initiatives that may overlap
or be duplicative.
One reason for this management weakness is the lack of well-defined IT
management processes across VA, which is to be addressed by the
realignment. Under the realignment, the responsibility for TEES, like
other system development projects, has moved from VBA to the Deputy
Assistant Secretary for Enterprise Development, who is part of the
central CIO organization. At the time of our report, the TEES project
had not yet been affected by VA's stated intention of incorporating the
VETSNET project management processes into a set of standard project
management policies, processes, and procedures for all IT projects in
the department. Establishing improved IT management processes is vital
to ensuring effective project management and thus the future
development and implementation of TEES.
To ensure the successful implementation of TEES, we made three
recommendations aimed at ensuring that a comprehensive, integrated
project plan to coordinate and manage the initiative would be
developed. VA concurred with our recommendations and described actions
planned to address them.
VA Is Making Progress in Sharing Medical Information with DOD, but the
Two Departments Are Far from Comprehensive Electronic Medical Records:
For almost 10 years, VA and DOD have been engaged in multiple efforts
to share electronic medical information, which is important in helping
to ensure that active-duty military personnel and veterans receive high-
quality health care. These include efforts focused on the long- term
vision of a single "comprehensive, lifelong medical record for each
service member"[Footnote 32] that would allow a seamless transition
between the two departments, as well as more near-term efforts to meet
immediate needs to exchange health information, including responding to
current military crises.
As we testified in May 2007, VA and DOD have made progress in sharing
health information, but much work remains to achieve the goal of a
shared electronic medical record and seamless transition between the
two departments.[Footnote 33] In their long-term initiatives, each
department is developing its own modern health information system to
replace its legacy systems, and they are collaborating on a program to
develop an interface to enable these modernized systems to share data
and ultimately to have interoperable[Footnote 34] electronic medical
records. Unlike the legacy systems, the modernized systems are to be
based on computable data: that is, the data are to be in a format that
a computer application can act on, for example, to provide alerts to
clinicians (of such things as drug allergies) or to plot graphs of
changes in vital signs such as blood pressure. According to the
departments, such computable data contribute significantly to patient
safety and the usefulness of electronic medical records.
At the time of our testimony, the departments had begun to implement
the first release of the interface between their modernized data
repositories, and computable outpatient pharmacy and drug allergy data
were being exchanged at seven VA and DOD sites. Although the data being
exchanged were limited, implementing this interface is a milestone
toward the long-term goal of modernized systems with interoperable
electronic medical records.
While working on this long-term effort, the two departments also made
progress in various near-term initiatives to exchange electronic
medical information in their existing systems. The departments
completed development of a system to allow the one-way transfer of
health information from DOD to VA when service members leave the
military. DOD has been using this system (the Federal Health
Information Exchange or FHIE) to transfer information to VA since 2002.
According to department officials, as of March 2007, over 184 million
clinical messages on more than 3.8 million veterans had been
transferred to the FHIE data repository, and VA had been given access
to data for more than 681,000 separated service members and demobilized
Reserve and National Guard members who had been deployed. Transfers are
done in batches once a month, or weekly for veterans who have been
referred to VA treatment facilities. According to a joint DOD/VA
report,[Footnote 35] FHIE has made a significant contribution to the
delivery and continuity of care of separated service members as they
transition to veteran status, as well as to the adjudication of
disability claims.
In addition, two ongoing demonstration projects were successfully
exchanging particular types of data at selected sites:
* The Laboratory Data Sharing Interface allows DOD and VA facilities
serving the same geographic area to share laboratory resources. As of
May 2007, this capability had been deployed at 9 localities to
communicate orders for lab tests and their results electronically and
could be deployed at others if the need is demonstrated.
* The Bidirectional Health Information Exchange allows a real-time, two-
way view of health data from existing systems.[Footnote 36] As of May
2007, this system provided this capability (for outpatient data) to all
VA sites and 25 DOD sites and (for certain inpatient discharge summary
data)[Footnote 37] to all VA sites and 5 DOD sites. Expanding this
interface is the foundation of the departments' interim strategy to
share information among their existing systems.
The two departments had also undertaken ad hoc activities to accelerate
the transmission of health information on severely wounded patients
from DOD to VA's four polytrauma centers. These centers care for
veterans and service members with disabling injuries to more than one
physical region or organ system. The ad hoc processes include manual
workarounds such as scanning paper records and individually
transmitting radiological images. Such processes were generally
feasible only because the number of polytrauma patients was small
(about 350 in all as of May 2007).
Through all these efforts, VA and DOD have achieved exchanges of health
information. However, these exchanges are as yet limited, and it is not
clear how they are to be integrated into an overall strategy toward
achieving the departments' long-term goal of comprehensive, seamless
exchange of health information. Significant work remains to be done for
the departments to achieve their long-term goals, including agreeing to
standards for the remaining categories of medical information,
populating the data repositories with all this information, completing
the development of their modernized systems, and transitioning from the
legacy systems. In addition, the departments have not yet projected a
completion date for the project as a whole. Consequently, it is
essential for the departments to develop a comprehensive project plan
to guide this effort to completion. In previous work, we have made
numerous recommendations with regard to this effort, placing particular
stress on the need for comprehensive planning.[Footnote 38] VA and DOD
have agreed with our recommendations, and have taken action to
implement them. However, at the time of our May testimony, the two
departments had not yet developed a comprehensive integrated project
plan.
The need for such a comprehensive plan is further highlighted by the
strategy announced by the two departments in January 2007: that is, to
jointly develop a new inpatient medical record system. The departments
have indicated that by adopting a joint solution, they could realize
significant cost savings and make inpatient health care data
immediately accessible to both departments. Incorporating this new
strategy into the departments' ongoing efforts would be greatly
facilitated by a comprehensive project plan.
In summary, effectively instituting the realignment is essential to
ensuring that its IT programs achieve their objectives and that VA has
a solid and sustainable approach to managing its IT investments. The
department continues to work on improving such programs as information
security and asset control, and it currently has many significant
initiatives under way, for which substantial investments have been
made. Yet we continue to see management weaknesses in these programs
and initiatives (many of a long-standing nature), which are the very
weaknesses that VA aims to alleviate with its reorganized management
structure. However, until the department provides the foundation for
its new IT management structure by carrying out its plans to establish
a comprehensive set of improved management processes, the impact of
this vital undertaking will be diminished. Implementation of the
recommendations that we have made in this area could play a significant
role in resolving many of these concerns.
Mr. Chairman, this concludes my statement. I would be pleased to
respond to any questions that you or other members of the committee may
have at this time.
Contacts and Acknowledgements:
For information about this testimony, please contact Valerie C. Melvin
at (202) 512-6304 or melvinv@gao.gov. Key contributions to this
testimony were made by Barbara Oliver, Assistant Director; Barbara
Collier, B. Scott Pettis; J. Michael Resser; Eric Trout, and Charles
Youman.
Attachment 1. Key Information Technology Management Processes to Be
Addressed in VA Realignment:
Key area: Enterprise management;
IT management process: Information technology (IT) strategy;
Description: Addressing long-and short-term objectives, business
direction, and their impact on IT, the IT culture, communications,
information, people, processes, technology, development, and
partnerships.
Key area: Enterprise management;
IT management process: IT management;
Description: Defining a structure of relationships and processes to
direct and control the IT endeavor.
Key area: Enterprise management;
IT management process: Risk management;
Description: Identifying potential events that may affect the
organization and managing risk to be within acceptable levels so that
reasonable assurance is provided regarding the achievement of
organization objectives.
Key area: Enterprise management;
IT management process: Architecture management;
Description: Creating, maintaining, promoting, and governing the use of
IT architecture models and standards across and within the change
programs of an organization.
Key area: Enterprise management;
IT management process: Portfolio management;
Description: Assessing all applications, services, and IT projects that
consume resources in order to understand their value to the IT
organization.
Key area: Enterprise management;
IT management process: Security management;
Description: Managing the department's information security program, as
mandated by the Federal Information Security Management Act (FISMA) of
2002.
Key area: Enterprise management;
IT management process: IT research and innovation;
Description: Generating ideas, evaluating and selecting ideas,
developing and implementing innovations, and continuously recognizing
innovators and learning from the experience.
Key area: Enterprise management;
IT management process: Project management;
Description: Planning, organizing, monitoring, and controlling all
aspects of a project in a continuous process so that it achieves its
objectives.
Key area: Business management;
IT management process: Stakeholder requirements management;
Description: Managing and prioritizing all requests for additional and
new technology solutions arising from a customer's needs.
Key area: Business management;
IT management process: Customer satisfaction management;
Description: Determining whether and how well customers are satisfied
with the services, solutions, and offerings from the providers of IT.
Key area: Business management;
IT management process: Financial management;
Description: Providing sound stewardship of the monetary resources of
the organization.
Key area: Business management;
IT management process: Service pricing and contract administration;
Description: Establishing a pricing mechanism for the IT organization
to sell its services to internal or external customers and to
administer the contracts associated with the selling of those services.
Key area: Business management;
IT management process: Service marketing and sales;
Description: Enabling the IT organization to understand the marketplace
it serves, to identify customers, to "market" to these customers, to
generate "marketing" plans for IT services and support the "selling" of
IT services to internal customers.
Key area: Business management;
IT management process: Compliance management;
Description: Ensuring adherence with laws and regulations, internal
policies and procedures, and stakeholder commitments.
Key area: Business management;
IT management process: Asset management;
Description: Maintaining information regarding technology assets,
included leased and purchased assets, licenses, and inventory.
Key area: Business management;
IT management process: Workforce management;
Description: Enabling an organization to provide the optimal mix of
staffing (resources and skills) needed to provide the agreed-on IT
services at the agreed-on service levels.
Key area: Business management;
IT management process: Service-level management;
Description: Managing service-level agreements and performing the
ongoing review of service achievements to ensure that the required and
cost-justifiable service quality is maintained and gradually improved.
Key area: Business management;
IT management process: IT service continuity management;
Description: Ensuring that agreed-on IT services continue to support
business requirements in the event of a disruption to the business.
Key area: Business management;
IT management process: Supplier relationship management;
Description: Developing and exercising working relationships between
the IT organization and suppliers in order to make available the
external services and products that are required to support IT service
commitments to customers.
Key area: Business management;
IT management process: Knowledge management;
Description: Promoting an integrated approach to identifying,
capturing, evaluating, categorizing, retrieving, and sharing all of an
organization's information assets.
Key area: Business application management;
IT management process: Solution requirements;
Description: Translating provided customer (business) requirements and
IT stakeholder-generated requirements/constraints into solution-
specific terms, within the context of a defined solution project or
program.
Key area: Business application management;
IT management process: Solution analysis and design;
Description: Creating a documented design from agreed-on solution
requirements that describes the behavior of solution elements, the
acceptance criteria, and agreed-to measurements.
Key area: Business application management;
IT management process: Solution build;
Description: Bringing together all the elements specified by a solution
design via customization, configuration, and integration of created or
acquired solution components.
Key area: Business application management;
IT management process: Solution test and acceptance;
Description: Validating that the solution components and integrated
solutions conform to design specifications and requirements before
deployment.
Key area: Infrastructure;
IT management process: Service execution;
Description: Addressing the delivery of operational services to IT
customers by matching resources to commitments and employing the IT
infrastructure to conduct IT operations.
Key area: Infrastructure;
IT management process: Data and storage management;
Description: Ensuring that all data required for providing and
supporting operational service are available for use and that all data
storage facilities can handle normal, expected fluctuations in data
volumes and other parameters within their designed tolerances.
Key area: Infrastructure;
IT management process: Event management;
Description: Identifying and prioritizing infrastructure, service,
business, and security events, and establishing the appropriate
response to those events.
Key area: Infrastructure;
IT management process: Availability management;
Description: Planning, measuring, monitoring, and continuously striving
to improve the availability of the IT infrastructure and supporting
organization to ensure that agreed-on requirements are consistently met.
Key area: Infrastructure;
IT management process: Capacity management;
Description: Matching the capacity of the IT services and
infrastructure to the current and future identified needs of the
business.
Key area: Infrastructure;
IT management process: Facility management;
Description: Creating and maintaining a physical environment that
houses IT resources and optimizes the capabilities and costs of that
environment.
Key area: Service support;
IT management process: Change management;
Description: Managing the life cycle of a change request and activities
that measure the effectiveness of the process as well as providing for
its continued enhancement.
Key area: Service support;
IT management process: Release management;
Description: Controlling the introduction of releases (that is, changes
to hardware and software) into the IT production environment through a
strategy that minimizes the risk associated with the changes.
Key area: Service support;
IT management process: Configuration management;
Description: Identifying, controlling, maintaining, and verifying the
versions of configuration items and their relationships in a logical
model of the infrastructure and services.
Key area: Service support;
IT management process: User contact management;
Description: Managing each user interaction with the provider of IT
service throughout its life cycle.
Key area: Service support;
IT management process: Incident management;
Description: Restoring a service affected by any event that is not part
of the standard operation of a service that causes or could cause an
interruption to or a reduction in the quality of that service.
Key area: Service support;
IT management process: Problem management;
Description: Resolving problems affecting the IT service, both
reactively and proactively.
Source: GAO analysis of VA documentation.
[End of table]
FOOTNOTES
[1] For example, GAO, Information Security: Sustained Management
Commitment and Oversight Are Vital to Resolving Long-standing
Weaknesses at the Department of Veterans Affairs, GAO-07-1019
(Washington, D.C.: Sept. 7, 2007); Veterans Affairs: Inadequate
Controls over IT Equipment at Selected VA Locations Pose Continuing
Risk of Theft, Loss, and Misappropriation, GAO-07-505 (Washington,
D.C.: July 16, 2007); Veterans Affairs: Lack of Accountability and
Control Weaknesses over IT Equipment at Selected VA Locations, GAO-07-
1100T (Washington, D.C.: July 24, 2007); and Veterans Benefits
Administration: Progress Made in Long-Term Effort to Replace Benefits
Payment System, but Challenges Persist, GAO-07-614 (Washington, D.C.:
Apr. 27, 2007).
[2] GAO, Veterans Affairs: The Role of the Chief Information Officer in
Effectively Managing Information Technology, GAO-06-201T (Washington,
D.C.: Oct. 20, 2005); and Veterans Affairs: The Critical Role of the
Chief Information Officer Position in Effective Information Technology
Management, GAO-05-1017T (Washington, D.C.: Sept. 14, 2005).
[3] The VA comprises three separate administrations: the Veterans
Benefits Administration, the Veterans Health Administration, and the
National Cemetery Administration.
[4] The headquarters offices include the Office of the Secretary, six
Assistant Secretaries, and three VA-level staff offices.
[5] GAO, Veterans Affairs: Continued Focus on Critical Success Factors
Is Essential to Achieving Information Technology Realignment, GAO-07-
844 (Washington, D.C.: June 15, 2007).
[6] GAO, Information Security: Sustained Management Commitment and
Oversight Are Vital to Resolving Long-standing Weaknesses at the
Department of Veterans Affairs, GAO-07-1019 (Washington, D.C.: Sept. 7,
2007).
[7] GAO, Veterans Affairs: Inadequate Controls over IT Equipment at
Selected VA Locations Pose Continuing Risk of Theft, Loss, and
Misappropriation, GAO-07-505 (Washington, D.C.: July 16, 2007) and
Veterans Affairs: Lack of Accountability and Control Weaknesses over IT
Equipment at Selected VA Locations, GAO-07-1100T (Washington, D.C.:
July 24, 2007).
[8] GAO, Veterans Benefits Administration: Progress Made in Long-Term
Effort to Replace Benefits Payment System, but Challenges Persist, GAO-
07-614 (Washington, D.C.: Apr. 27, 2007), and Veterans Affairs:
Improved Planning Needed to Guide Development and Implementation of
Education Benefits System, GAO-07-1045 (Washington, D.C.: July 31,
2007).
[9] GAO, Information Technology: VA and DOD Are Making Progress in
Sharing Medical Information, but Are Far from Comprehensive Electronic
Medical Records, GAO-07-852T (Washington, D.C.: May 8, 2007).
[10] Among other tasks required to complete development, the two
departments must agree to standards and populate the data repositories
for the categories of medical information that have not yet been
addressed: that is, all categories except outpatient pharmacy and drug
allergy data.
[11] For example, according to an October 2005 memorandum from the
former CIO to the Secretary of Veterans Affairs, the CIO had direct
control over only 3 percent of the department's IT budget and 6 percent
of the department's IT personnel. In addition, in the department's
fiscal year 2006 IT budget request, the Veterans Health Administration
was identified to receive 88 percent of the requested funding, while
the department was identified to receive only 4 percent.
[12] Gartner Consulting, OneVA IT Organizational Alignment Assessment
Project "As-Is" Baseline (McLean, Virginia; Feb. 18, 2005).
[13] Specifically, these processes are derived from the IT Governance
Institute's Control Objectives for Information and Related Technology
(CobiT®) and Information Technology Infrastructure Library (ITIL) as
configured by the Process Reference Model for IT (PRM-IT) from a VA
contractor.
[14] GAO, Results-Oriented Cultures: Implementation Steps to Assist
Mergers and Orgnizational Transformations, GAO-03-669 (Washington,
D.C.: July 2, 2003); and Highlights of a GAO Forum: Mergers and
Transformations: Lessons Learned for a Department of Homeland Security
and Other Federal Agencies, GAO-03-293SP (Washington, D.C.: Nov. 14,
2002).
[15] GAO, Veterans Affairs: Continued Focus on Critical Success Factors
Is Essential to Achieving Information Technology Realignment, GAO-07-
844 (Washington, D.C.: June 15, 2007).
[16] GAO, Results-Oriented Cultures: Implementation Steps to Assist
Mergers and Organizational Transformations, GAO-03-669 (Washington,
D.C.: July 2, 2003).
[17] FISMA, Title III, E-Government Act of 2002, Pub. L. No. 107-347
(Dec. 17, 2002). Further, the Veterans Benefits, Health Care, and
Information Technology Act of 2006, Pub. L. No. 109-461 (Dec. 22, 2006)
contains specific requirements for VA's information security program.
[18] "Personally identifiable information" refers to any information
about an individual maintained by an agency, including any information
that can be used to distinguish or trace an individual's identity, such
as his or her name, Social Security number, date and place of birth,
mother's maiden name, biometric records, etc., or any other personal
information that is linked or linkable to an individual.
[19] GAO, Information Security: Sustained Management Commitment and
Oversight Are Vital to Resolving Long-standing Weaknesses at the
Department of Veterans Affairs, GAO-07-1019 (Washington, D.C.: Sept. 7,
2007).
[20] Other initiatives are developing a remedial action plan;
establishing an information protection program; improving incident
management capability; and establishing an office responsible for
oversight and compliance of IT within the department.
[21] This is one of the identified activities described in our 1998
study of security management practices: GAO, Executive Guide:
Information Security Management--Learning from Leading Organizations,
GAO/AIMD-98-68 (Washington, D.C.: May 1998).
[22] The CISO position is currently unfilled, having been vacant since
June 2006. Currently, the CIO is the acting CISO of the department. The
department has been attempting to fill the position of the CISO since
October 2006.
[23] GAO, Veterans Affairs: Inadequate Controls over IT Equipment at
Selected VA Locations Pose Continuing Risk of Theft, Loss, and
Misappropriation, GAO-07-505 (Washington, D.C.: July 16, 2007) and
Veterans Affairs: Lack of Accountability and Control Weaknesses over IT
Equipment at Selected VA Locations, GAO-07-1100T (Washington, D.C.:
July 24, 2007).
[24] Sanitization is the process of removing all information from
computer media. VA information resource management (IRM) personnel and
contractors follow National Institute of Standards and Technology
(NIST) Special Publication 800-88 guidelines, as well as more stringent
Department of Defense (DOD) policy in DOD 5220.22-M, National
Industrial Security Program Operating Manual, ch. 8, § 8-301, which
requires performing three separate erasures for media sanitization.
[25] The BDN currently runs on aging software: COBOL programs and a
nonrelational database. Analysts have indicated that moving from a
nonrelational database of the BDN type to a more modern relational
database is a challenging task.
[26] VBA also provides loan guaranty and life insurance benefits for
veterans and their families, but these programs do not depend on the
BDN.
[27] It also refers to the initiative as the compensation and pension
or C&P replacement system.
[28] GAO, Software Capability Evaluation: VA's Software Development
Process Is Immature, GAO/AIMD-96-90 (Washington, D.C.: June 19, 1996);
Veterans Benefits Modernization: VBA Has Begun to Address Software
Development Weaknesses But Work Remains, GAO/AIMD-97-154 (Washington,
D.C.: Sept.15, 1997); VA Information Technology: Progress Continues
Although Vulnerabilities Remain, GAO/T-AIMD-00-321 (Washington, D.C.:
Sept. 21, 2000); VA Information Technology: Important Initiatives
Begun, Yet Serious Vulnerabilities Persist, GAO-01-550T (Washington,
D.C.: Apr. 4, 2001); VA Information Technology: Management Making
Important Progress in Addressing Key Challenges, GAO-02-1054T
(Washington, D. C.: Sept. 26, 2002); and Information Technology: VA and
DOD Face Challenges in Completing Key Efforts, GAO-06-905T (Washington,
D.C.: June 22, 2006).
[29] Kathryn Ambrose, William Novak, Steve Palmquist, Ray Williams, and
Carol Woody, Report of the Independent Technical Assessment on the
Department of Veterans Affairs VETSNET Program (Carnegie Mellon
Software Engineering Institute, September 2005).
[30] GAO, Veterans Benefits Administration: Progress Made in Long-Term
Effort to Replace Benefits Payment System, but Challenges Persist, GAO-
07-614 (Washington, D.C.: Apr. 27, 2007).
[31] GAO, Veterans Affairs: Improved Planning Needed to Guide
Development and Implementation of Education Benefits System, GAO-07-
1045 (Washington, D.C.: July 31, 2007).
[32] In 1996, the Presidential Advisory Committee on Gulf War Veterans'
Illnesses reported on many deficiencies in VA's and DOD's data
capabilities for handling service members' health information. In
November 1997, the President called for the two agencies to start
developing a "comprehensive, lifelong medical record for each service
member," and in 1998 issued a directive requiring VA and DOD to develop
a "computer-based patient record system that will accurately and
efficiently exchange information."
[33] GAO, Information Technology: VA and DOD Are Making Progress in
Sharing Medical Information, but Are Far from Comprehensive Electronic
Medical Records, GAO-07-852T (Washington, D.C.: May 8, 2007).
[34] Interoperability is the ability of two or more systems or
components to exchange information and to use the information that has
been exchanged.
[35] December 2004 VA and DOD Joint Strategic Plan.
[36] DOD's Composite Health Care System (CHCS) and VA's VistA (Veterans
Health Information Systems and Technology Architecture).
[37] Specifically, inpatient discharge summary data stored in VA's
VistA and DOD's Clinical Information System (CIS), a commercial health
information system customized for DOD.
[38] GAO, Computer-Based Patient Records: VA and DOD Made Progress, but
Much Work Remains to Fully Share Medical Information, GAO-05-1051T
(Washington, D.C.: Sept. 28, 2005) and Information Technology: VA and
DOD Face Challenges in Completing Key Efforts, GAO-06-905T (Washington,
D.C.: June 22, 2006).
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