Customer Service Week 2022: DSS Support Services Team Brings Highest-Level of Customer Support for the Fed Health IT Arena

“DSS Support Desk is literally the BEST Support Desk that serves the VA!” This was an actual response to DSS, Inc. Customer Support survey question from a Department of Veterans Affairs (VA) customer.

Thanks to the dedication of the DSS Support Services team, these types of customer responses have become very common. In fact, ongoing customer surveys have found that the tech support team consistently achieves 4.85 out of 5 ratings.

In addition, the team has also received 9.03 out of 10 for its Net Promoter Score (NPS) surveys for the support of 40 products that serve the federal health market.

With Customer Service Week 2022 upon us, we wanted to shine a light on the 40 analysts on the DSS Support Services team who respond to 30,000 federal customer requests each year.

This is no small task considering that the team has built over 70 Commercial Applications across VHA Health and Corporate portfolios and supplies over 40 percent of the available VA APIs (Application Programming Interface). In addition, every VA Medical Center uses at least 9 DSS, Inc. solutions across clinical and business service lines.

The foundation of the team’s success comes from its full lifecycle support approach, and deep experience. The DSS Support Services team’s Technical Managers have more than 80 years of combined experience, and our Technical Analysts have over 40 years of combined experience in supporting and assisting the VA.

With this combination of experience and the use of knowledge-centric principles, the team is able to address 95 percent of reported incidents without external escalation.

The DSS Support Services team’s success reinforces how the company continues to drive new innovations that help federal health agencies to best meet overall care and mission goals. The ability to quickly meet customers’ needs translates into better IT solutions for helping government to ultimately succeed.  

Stay tuned for more DSS Support Services team success stories throughout government FY 2023. In the meantime, to learn more about DSS, Inc.’s support services, please click here.