Shared Services & Outsourcing Week Conference

September 16 - 19, 2024 | Houston, TX

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Department of Veterans' Affairs Multifunctional SSO

We sat down with Thomas Muir, Executive Director, Support Services, MyVA Program Office. He took us through how implementing a multifunctional shared services organization focused on customer service at the VA was so successful, best practices to consider along the SSO journey, challenges that were come across in past year during this transformation, and how they were mitigated, metrics he is most proud of and what they were prior. As well as where he sees the future of SSO headed in the next 5-10 years.

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