Veterans Affairs Canada uses Entrust Solution to Secure On-line Project
Entrust Enhanced Web Security Solution provides Privacy and Accountability
Veterans Affairs' mission is to provide exemplary, client-centred services and benefits that are responsive to clients' needs. Veterans Affairs adapted a client-centred focus because shifts in client demographics and health needs made it clear that further evolution was required to improve service and meet clients' diverse and complex needs.
As part of this evolution to provide enhanced personal service to clients, Veterans Affairs is using the Internet as an additional service channel for clients and providers to complement the other three ways Veterans Affairs delivers services to Canadians - in person, by mail and by phone. Since the launch of the departmental Web site in 1995 and in association with its commitment to put government functions online, Veterans Affairs has developed an increasing Internet presence as part of its strategy to migrate to on-line service delivery.
The Need
The Disability Pension Program Process Dependent on Paper
Veterans Affairs' desire to deliver expeditious service to clients required service delivery enhancements to its existing Disability Pension Program. The Disability Pension Program awards disability pensions to qualified individuals for disability or death that is related to military or RCMP service. The Disability Pension process requires client health assessments by qualified health practitioners that must be submitted to Veterans Affairs for review.
The Challenge
Online with Accountability and Privacy
Great sensitivities exist surrounding health information. In order to move the Disability Pension Program process online, critical issues regarding privacy, confidentiality and the security of clients' health information being transmitted online had to be successfully resolved.
The Solution
The Entrust Enhanced Web Security Solution
Veterans Affairs Canada selected the Entrust Enhanced Web Security Solution to provide two critical elements to their online process:
Authentication - Entrust TruePass software allows Veterans Affairs to uniquely identify users and authorize access to the sensitive information contained in clients' health assessments. Entrust TruePass software provides digital IDs to enable strong end-user authentication so that both the user and Web server are identified. This helps to protect the privacy of information exchanged and provides a mechanism of non-repudiation to establish trust and confidence in the online process.
Digital Signatures - Entrust TruePass software provides integrity for online transactions and a binding record for accountability using digital signatures. Uniquely, Entrust TruePass software applies digital signatures to the entire Web page, not only the data entered by a user. This provides true audit and non-repudiation capabilities.
The New Online Process
The Disability Pension Program process is now done electronically - saving paper and time in the delivery of service to Veterans Affairs clients. The new on-line application is powered by IBM® Web Sphere and allows the electronic exchange of clients' health information via the Internet. It is a user-friendly web-based application that replaces the existing hard copy health assessment process and allows the electronic exchange and storage of health information required to support the disability pension application by Veterans Affairs Canada and contract health professionals. Currently this online process is being piloted with Veterans Affairs Canada's health professionals. Future plans are to include Veterans Affairs Canada contract health professionals.
Veterans Affairs built the online application with mentoring provided by Entrust Professional Services. With Entrust's early guidance, Veterans Affairs reduced their development and implementation time. In addition, extensive testing and consultation ensured practical ease-of-use to meet the various skill levels of health professionals.
The Government of Canada's Local Registration Authority process is currently registering users and issuing digital identifications for this online system. Future plans for online user registration will provide a potential opportunity to increase the user capacity of the online system for contract health professionals.
The Benefits
Improving Client Service
The accountability and privacy provided by the Entrust Enhanced Web Security Solution allowed Veterans Affairs to confidently move this process online. Improving the efficiency of the process, decreasing the administrative burden on the health care professionals and decreasing the cost of managing the process have all lead to increased service efficiencies to clients.
The Future
New Processes to Move Online
Veterans Affairs is currently working on two additional online projects using the Entrust Enhanced Web Security Solution. The first will allow clients to submit disability pension applications online for new entitlements or to submit requests for reassessments for a review of existing benefits. The second will allow clients to do an online inquiry regarding the status of their application for disability pension benefits or their request for review. Both will have online receipt acknowledgments and appropriate linkages to Veterans Affairs' master client information computer system and, importantly, will increase the service delivery options offered to Veterans Affairs' clients and assist clients to independently track their disability pension application and reassessment requests. In this way, clients will be able to interact, receive information, programs and services, and do business electronically with Veterans Affairs.
