Five military veterans and the Veterans Affairs logo

VA Veterans Experience Office

10/13/2026 | BrennSys |

CASE STUDY

BrennSys partners with the VA Veterans Experience Office (VEO) to run high-volume design, data reporting, media, and outreach operations in support of the VA’s mission to deliver premier customer experiences (CX). Our team delivered over 95% of projects on time or ahead of schedule.

At a glance

Client: U.S. Department of Veterans Affairs, Veterans Experience Office (VEO)

Scope: VACOM graphics and outreach, executive data reporting, national campaigns, paid media and PSA placement, video production, copywriting, branding, Section 508 accessibility

Since: August 2021

On-time delivery: 95%+ of projects on time or early

Monthly volume: 100+ graphic requests plus ~30 VACOM graphic requests

Signature work: SECVA Dashboard Weekly Report, America 250 / Freedom 250 Campaign, ChooseVA, PACT Act reporting, Trust Report, VA Welcome Kit campaigns

Expansion: VBA asked VEO to extend our team’s work to additional CX products

The challenge

VEO needed one partner to handle a steady flood of communication requests without sacrificing accuracy, accessibility, or speed.

Requests came from VHA and VBA points of contact across the country, each with its own deadlines and local events. Leadership, including the Secretary of Veterans Affairs and Congress, relied on weekly data products with hundreds of data points. Every product had to meet federal communication, accessibility, and editorial standards before it reached Veterans.

The stakes were continuity and trust: errors or delays meant Veterans, families, and caregivers missing events, benefits, and care information.

Our Approach

We built a disciplined, user-centered publication process that catches errors at the source and keeps every request moving.

  1. Own intake end to end. One coordinator managed each VACOM request with VHA/VBA contacts from initiation through delivery, including troubleshooting.
  2. Train the requesters. One-on-one training, user guides, and job aids improve submission accuracy and cut rework.
  3. Standardize. Reusable templates, standard language, and documented SOPs keep bulletins, calendars, graphics, and registration materials consistent.
  4. Validate before release. Every product was proofread, and links, dates, contacts, and audience targeting were checked before publication.
  5. Write for every Veteran. Copy and content are tailored to diverse Veteran audiences, so messaging is inclusive and engaging.
  6. Track everything. Deliverable tracking gave VEO Communications Team visibility into status and made execution predictable.
  7. Automate reporting. Adobe automation (2023) and a move to Pyramid Analytics (2025) cut manual effort and errors in recurring reports.
  8. Measure and optimize. Real-time analytics on campaign performance show what is working and guide adjustments to outreach.
  9. Build in continuity. Cross-trained staff cover absences, and the team kept operations running during the government shutdown while most of the Comms team was on leave.
Veterans Affairs display banners

What we delivered

The work spans six areas, from weekly executive reporting to national media placement and local event kits.

  1. Executive data reporting. SECVA Dashboard Weekly Report for the Secretary and Congress; quarterly Trust Report (redesigned); VACOM Weekly Leadership Report; state Trip Packs with trust and demographic data. Scale: 120+ weekly SECVA reports since Aug 2023, 300+ data points each.
  2. Program dashboards. PACT Act Dashboard and quarterly reports (claims, toxic exposure, state data); Workforce Dashboard (hires, onboards, losses, time to hire). Scale: 55 PACT Act issues, 7 quarterly reports, 38 Workforce issues.
  3. National campaigns. America 250 / Freedom 250 Social & Web; ChooseVA Outreach Events; PACT Act social campaign; Vet Resources Outreach Kits (home loans, education, health care, women’s health, chronic pain and sleep). Scale: 452 campaign assets; 162 localized deliverables for 18 cities; 240 PACT Act social slides.
  4. Media placement and video. Paid social, display banner, and digital video campaigns promoting VA CX tools, including the VA Welcome Kit; Public Service Announcement (PSA) placement on television, radio, and digital audio platforms such as iHeartMedia, Katz Radio, and Spotify; video ads and educational videos supporting VA modernization.
  5. Local outreach and events. Event kits (flyer, 2-sided postcard, 2-sided business card, TV display, social graphics) for We Care Vet Fairs, VA 1-on-1 Veteran Assistance Expos, CHART, and Freedom 250; VACOM email bulletins and event calendar. Scale: 100+ graphic requests plus ~30 VACOM requests per month; peak of 30 graphics in one week.
  6. Branding and publications. Logos for VRCN, VEO Virtual Shadow Program, NCWI, Community-Based Gaming Outreach, Women Veterans Summit; VRCN Annual Convenings (Dayton 2024, Colorado 2025, Columbus 2026); VA Community Playbook; CX 2024 Annual Report; VANW newsletter. Scale: 44-page Playbook; 20-page CX report; 7 Summit logo concepts to 1 final.

Also delivered: employee flowcharts for EEO, Harassment Prevention, and Reasonable Accommodation; Travel Pay flyers; Women Veterans call center banners; and 258 EMD survey graphics rebuilt for fast editing and reuse. Team members hold EPASS77 clearance to handle VBA PACT Act data securely.

VEO gets a reliable, predictable publication pipeline: 95%+ on-time delivery, fewer errors, and accessible products at national scale.

Two Veterans Experience flyers

Results and impact

  • Reliability. Over 95% of projects delivered on time or early, with no break in service during the government shutdown.
  • Better decisions, faster. The SECVA Weekly Report and Trust Report put 300+ data points in front of the Secretary, Congress, and senior federal leaders every week; automation cut manual reporting and errors.
  • Fewer errors at the source. Requester training, technical support, and pre-publication checks raised submission accuracy and reduced rework and processing delays.
  • Accessibility at scale. Allyant CommonLook certified for Section 508; 316 accessible presentations remediated or produced, totaling 2,000+ pages, plus legacy materials brought up to standard.
  • Reach. Campaign and event materials connected thousands of local Veterans, families, caregivers, and businesses with events in cities nationwide.
  • Efficiency. Standard templates, SOPs, and 258 reusable EMD graphics let teams edit instead of rebuilding from scratch.
  • Trust beyond the original scope. The Veterans Benefits Administration (VBA) asked VEO to extend our team’s work to additional CX products, reflecting confidence in the quality and impact of the deliverables.
Women's Veterans Summit graphics and call center banner ad

Bottom Line

This engagement shows we can run enterprise-scale VA communications end to end: high-volume production, data-driven executive reporting, Section 508 compliance, national campaigns, and media placement, all on schedule. VBA’s request to extend the work to other CX products shows the model scales. For Veterans, that means timely, accurate, and accessible information about the events, benefits, and care available to them.