(SeaPRwire) –   The Office of Connected Care Help Desk has doubled its previous milestone, highlighting the increasing demand and significant impact of virtual healthcare for Veterans.

FAIRFAX, Va., May 22, 2026 — GovCIO is pleased to announce a significant achievement: the Department of Veterans Affairs’ Office of Connected Care Help Desk (OCCHD), supported by GovCIO through the Connected Care Integrated Network (CCIN) contract, has successfully resolved its two-millionth support request. This milestone doubles the previous record of one million tickets set in July 2022.

Every resolved ticket signifies a Veteran or VA healthcare provider assisted in receiving or administering medical services. Offering 24/7 assistance across the VA’s telehealth network, the OCCHD team handles everything from resolving video call issues to helping users navigate VA Video Connect for the first time, resulting in over two million completed requests. In a 2021 satisfaction survey, both Veterans and clinicians awarded the help desk a rating of 4.7 out of 5, demonstrating the high technical standard and compassionate nature of the support provided.

Active for more than ten years, the help desk has expanded from a small team of 16 in 2012 to a robust 130-person operation. Today, it manages approximately 1,700 daily interactions with an average response time of just 15 seconds. The service saw a massive expansion during the COVID-19 pandemic, with daily inquiries climbing past 2,000 as patients and clinicians quickly transitioned to remote care. The team successfully expanded operations to handle the surge and has maintained that high level of service ever since.

“At the heart of every support ticket is a Veteran seeking medical attention or a VA staff member trying to provide it. Reaching two million tickets represents two million chances to ensure that neither party has to navigate these challenges by themselves,” stated Alex Mujica, Senior Vice President at GovCIO.

Under the CCIN contract—a seven-year agreement with the Veterans Health Administration’s Digital Health Office serving over 4 million Veterans—GovCIO delivers critical support to the OCCHD. By leveraging its expertise in Agile DevSecOps, artificial intelligence, and digital health technologies, GovCIO ensures that the VA’s telehealth services remain dependable and fully prepared to serve Veterans.

“Achievements of this scale highlight the meaningful difference our efforts make for the Veteran community,” remarked Kristin Gill, Sector President at GovCIO. “Our dedicated team is honored to deliver exceptional, round-the-clock support.”

About GovCIO

GovCIO is a fast-growing developer of sophisticated IT solutions and digital services tailored for federal agencies. By merging deep public sector experience with cutting-edge technological advancements, the company’s specialists design end-to-end solutions to address the critical needs of modern government bodies. GovCIO is supported by Welsh, Carson, Anderson, and Stowe (WCAS), a prominent U.S. private equity firm specializing in the technology and healthcare sectors. GovCIO is dedicated to modernizing public sector IT, helping federal clients tackle current obstacles while preparing for future demands.

Media Contact

Erika Hess
Marketing Operations Specialist
erika.hess@govcio.com

SOURCE GovCIO