Customer Service Week 2025: DSS Technical and Installation Services Team Makes the Mission Possible for VA

Seamless support is critical in federal health IT, where every ticket resolved, and every system kept online directly impacts the care that Veterans receive.  

At DSS, Customer Service Week 2025 is an opportunity to recognize the analysts and managers who embody this year’s national theme, Mission: Possible, by delivering the highest levels of customer support in service of the VA’s mission. 

Mission Focused Results 

In fiscal year 2025, DSS Technical and Installation Services maintained 99.6 percent compliance on first response and 99.9 percent compliance on follow up, ensuring customer needs are addressed quickly and effectively. 

Each year, DSS Technical and Installation Services handles tens of thousands of requests across VA medical centers nationwide, supporting nearly half of the applications used daily by providers and staff.  

Behind the numbers is a dedicated group of more than 40 analysts, guided by experienced technical managers who bring decades of knowledge to every interaction. Their expertise and responsiveness enable VA care teams to stay focused on what matters most, which is delivering high quality care to Veterans.  

This is no small task considering that DSS has built over 70 Commercial Applications across VHA Health and Corporate portfolios and now supplies 49 percent of the available VA APIs. In addition, every VA Medical Center uses at least nine DSS solutions across clinical and business service lines. 

Empowering Employees, Elevating Service

Customer Service Week is also about celebrating the people who make this mission possible.  

DSS Technical and Installation Services invests heavily in training, professional development, and career growth opportunities for its analysts.  The result is a team that not only resolves issues faster than industry averages but also one that continually strengthens DSS as a company. Retention rates reflect a positive environment where employees feel valued, engaged, and motivated to deliver their best work -- with 6.5 years being the average time that employees work for the team.  

Supporting the VA Mission

As a long-standing partner to the Department of Veterans Affairs, DSS supports its mission of serving those who served. The Support Services team is central to this partnership. By resolving incidents efficiently, ensuring compliance, and offering the highest level of technical expertise, DSS helps the VA achieve its broader mission goals of reliability, innovation, and excellence in Veteran care. 

In terms of feedback, our customers have been outstandingly positive.  Here are some direct customer quotes in FY2025: 

• “I don't know what I could say to improve your support. Almost perfect as far as I can tell. From past experience to present not one time have I ever had a bad experience. Everyone is extremely helpful and gets to me on a very timely basis.” 
  
  
• "I would like to thank the people that took the time to explain to me how to do my job in a way that will be beneficial in the future.” 
  
  
• "You all are ALWAYS HELPFUL, GRACIOUS, and KIND! Thank you!!"
  
  
• "This was great! I sincerely appreciate the timeliness of the response. I sincerely appreciate the timeliness of the response.” 
  

This Customer Service Week 2025, we celebrate the dedication of the DSS Technical and Installation Services team. Their hard work and commitment make the mission possible every day for DSS, for the VA, and most importantly, for Veterans. 

To learn more about DSS, Inc.’s support services, please click here.