Derek Herbert

Office of Mission Support

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Kaitlyn Hanmore

Project Manager and COR

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John Clark

Supervisor

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Simon Caines

Business Requirements and Privacy Act Policy SME

Derek Herbert and the VA Office of Business Integration team are being honored in Category 4: Using Innovative Technologies to Deliver Simple, Seamless, and Secure Services for modernizing how Veterans and third-party requestors receive records through Privacy Act requests. Derek led the development and implementation of eDelivery, powered by GDIT, replacing the VA’s outdated physical CD fulfillment process with a faster, secure digital experience.

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The eDelivery solution incorporates multifactor authentication, identity validation, VA Profile, and Master Person Index (MPI) integrations to securely provide electronic access to requested records. Derek provided critical guidance on Privacy Act policies and security requirements while helping create an end-to-end digital workflow that enables employees to manage requests from initial processing through final delivery within a single system.

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In its first year, eDelivery electronically fulfilled 56,000 requests, saved approximately 160,000 labor hours, and eliminated more than $5 million in production costs. Employee processing time was reduced by approximately 2.5 hours per request, allowing resources to be redirected toward serving Veterans and addressing the Privacy Act request backlog. By replacing physical media with a secure and sustainable digital solution, Derek and the team are helping Veterans receive their records faster while improving efficiency and preventing future backlogs.