Since 1999, CSC has supported the Veterans Benefits Administration’s (VBA) training modernization program for VBA regional offices. Our services include analyzing, designing, developing, testing, evaluating, and implementing a broad spectrum of training systems and products. They range from electronic performance support systems to computer, collaborative, and case-based products. We also seek continuous improvements in both products and processes.

Education Service
VBA’s Education Services administers education benefits. CSC analyzed demand and existing training situations to identify current and emerging needs, then developed and deployed a complete training support package. It is used by education administration specialists throughout Education Services’ 52 regional offices.

Compensation and Pension
CSC also provides analytically derived, instructionally sound, validated, comprehensive training and performance support materials for VBA’s Compensation and Pension Service. Training product development follows the structured Instructional System Design/Systems Approach to Training (ISD/SAT) process and involves close collaboration with VBA users. Prior to fielding, products are rigorously tested, including structured testing at the development site, stress-testing at the VBA Test Facility in Hines, IL, and beta testing at VBA user sites. Products have included job aids, detailed courseware models, and electronic performance support systems.

Early in the project, CSC undertook a needs assessment documenting gaps between what is necessary and what was available to perform given VBA functions. After analyzing shortfalls, VBA prioritized courseware requirements. As a result, we developed Medical Terminology Courseware and a supporting Medical Electronic Performance Support System (EPSS) to help VBA ratings officers determine veterans’ eligibility for benefits.

We designed the EPSS to incorporate regular and inexpensive updates with minimal impact on users. Updates since the initial version went live in January 2003 include:

• A comprehensive review and revision of the system’s regulatory information
  
• Enhanced medical information reflecting conditions and diagnoses emerging from current combat situations
  
• Updates addressing advances in medical knowledge and improvement in ratings officers’ accuracy and timeliness
  
• Better graphics and glossary, additional links to medical resources, and more than 20 new tutorials addressing the most current issues facing rating personnel