Deputy Secretary of Veterans Affairs, Paul Lawrence, joins Fed Gov Today with Francis Rose to discuss one of the largest transformation projects in government: the rollout of VA’s new electronic health records (EHR) system. He emphasizes that the effort is not just about technology—it is about fundamentally changing how the VA delivers care and benefits to veterans.
Lawrence explains that when the project paused, it became clear that too much customization had slowed progress. The VA is now committed to standardization and stronger leadership to ensure the system is rolled out consistently. He describes the project as “a transformation project that happens to involve IT,” underscoring that the real goal is to put veterans at the center of the experience.
Early feedback from veterans already using the new system is positive. In Chicago, where the system is live, veterans say their healthcare experience is smoother and more connected. Providers echo this sentiment, highlighting that the new system allows them to spend less time on repetitive tasks like copying and pasting notes, and more time practicing medicine. “They want to practice medicine, not click through an electronic health record,” Lawrence says, capturing the relief many providers feel with the updated platform.
The VA plans to continue deployments in geographic “waves,” ensuring that connected facilities roll out the system together. This approach reflects the way veterans receive care—often moving between facilities within a region. The goal is to provide a seamless experience as veterans transition between sites. A detailed rollout schedule will extend through 2031, allowing the department to carefully manage readiness at each location.
Readiness goes beyond installing new software. Facilities must prepare by upgrading equipment, cleaning data, and, critically, preparing staff for change. The VA focuses on explaining “what’s in it for you” to providers—emphasizing that the new system will reduce data entry and allow more time for direct patient care.
Veteran feedback continues to shape improvements. Lawrence describes roundtables with veterans at local posts, where 
participants share candid insights on what is working and what needs adjustment. He notes that many are noticing faster delivery of benefits and improved customer service. Providers and veterans alike are central voices in shaping the system’s development.
The EHR initiative also fits into a larger push to streamline benefits delivery. When Lawrence returned, the backlog of claims was about 265,000. Through stronger management, clearer processes, and renewed focus, that number has dropped to around 150,000. The VA is also processing claims at a record pace, achieving the highest output in its history. The aim is to continue lowering the backlog and reduce wait times for veterans, with a goal of keeping claim processing under 125 days—and ideally even faster.
Lawrence attributes these improvements to leadership, accountability, and workforce dedication. The VA employs over 400,000 people, many of whom are veterans themselves, and he emphasizes their commitment to the mission. While staffing has decreased slightly, he insists that focus, management, and process improvements are driving better results for veterans.
Looking ahead, the VA is preparing for new technologies like artificial intelligence that could further enhance care and benefits delivery. Contractors were chosen in part for their ability to integrate new innovations, ensuring the system remains adaptable. The long-term vision is ambitious: a VA that delivers faster, more efficient care and benefits, where veterans experience seamless, high-quality service at every touchpoint.