From Applications to Ecosystem

The VA’s approach to digital transformation represents more than just smart technology choices; it’s creating a sustainable ecosystem that empowers innovation while maintaining governance and security. This ecosystem approach stands in stark contrast to the traditional model of siloed applications, which are developed and maintained by individual contractors.

Three key principles guide this ecosystem approach:

1. Platform-first thinking that prioritizes reuse over reinvention
2. Cross-contractor collaboration that leverages specialized expertise
3. Staff empowerment through training and certification

Platform-First Thinking

The foundation of the VA’s digital ecosystem is a “platform-first” approach. Rather than starting from scratch for each requirement, the VA asks a simple question: “Can this need be met using our existing platforms?”

This approach:

• Accelerates time to value
• Reduces security and compliance overhead
• Minimizes integration challenges
• Supports consistent user experiences
• Creates opportunities for cross-pollination of ideas

For example, when the VA needed to track veterans’ experiences with services, they leveraged the existing Salesforce platform and ExAM’s assessment capabilities rather than building a custom survey tool. This approach delivered results in weeks instead of months, while ensuring that the collected data could be integrated with other veteran information.

Cross-Contractor Collaboration

A traditional challenge in government IT is the “territorial” nature of contractor relationships. Each contractor builds and maintains their own systems, creating silos of expertise and data.

The VA’s ecosystem approach breaks down these barriers. By standardizing on platforms like Salesforce and applications like ExAM, they enable multiple contractors to work within the same environment, each bringing specialized expertise to the table.

This has created a unique collaborative environment where companies like MB&A train and certify other contractors to configure and support their applications. The result is a more resilient support model that doesn’t depend on a single vendor, while still maintaining the security and governance benefits of a consistent platform.

Staff Empowerment Through Training and Certification

Perhaps the most transformative aspect of the VA’s ecosystem approach is how it empowers its own staff. By standardizing on intuitive LC/NC platforms, the VA enables non-technical staff to configure and extend applications without deep technical expertise.

MB&A is taking this a step further by developing a badging module (using ExAM Achieve) that will enable VA staff and contractors to earn certifications for various applications within the ecosystem.

This democratization of technology creates a virtuous cycle:

• Staff gain valuable skills that enhance their career opportunities
• The VA reduces dependency on external contractors for routine changes
• Implementation partners can focus on high-value work rather than routine maintenance
• Veterans receive better service through faster innovation cycles

The Future: A Model for Government-Wide Digital Transformation

The VA’s ecosystem approach offers a compelling model for government-wide digital transformation. By prioritizing platforms over custom applications, fostering cross-contractor collaboration, and empowering staff through training and certification, agencies can break free from the trap of custom development as well as extensive staff augmentation needs.

The benefits extend far beyond cost savings. This approach enables agencies to:

• Respond more rapidly to changing mission requirements
• Deliver more consistent experiences across services
• Build institutional knowledge rather than contractor dependency
• Focus resources on innovation rather than maintenance
• Better serve their ultimate customers, the American people

As other agencies look to modernize their digital services, they would be wise to study the VA’s playbook. The path to successful digital transformation isn’t through more custom code; it’s through smart platform decisions, ecosystem thinking, and empowered staff and partners.