Salesforce has been awarded a $1.6 billion contract by the U.S. Department of Veterans Affairs for a three-year agentic enterprise license agreement.
The agreement aims to create a “unified foundation across the department, equipping VA employees with trusted agentic AI, integrated data, and advanced collaboration tools that can reduce administrative friction and give staff more time to serve Veterans," VA leaders said in a press release.
To address the Veterans First mandate and increased demand for services, the VA sought a unified platform that scales support and advances modernization. Missionforce, Salesforce's AI-enabled platform for mission-critical government operations, serves as the foundation for this transformation, the VA said.
VA provides healthcare, benefits and other essential services to more than 17 million Veterans, as well as their families and caregivers. Across 170 VA medical centers and more than 1,100 Veterans Health Administration outpatient clinics, VA provided more than 82 million direct-care appointments in 2025.
Salesforce intends to build on existing deployments by focusing on the following: AI-powered support and 24/7 care coordination, connected teams for faster Veteran care and unified data and actionable insights for enhanced care.
Both Agentforce Public Sector and Agentforce Health are key parts of the VA’s 24/7 virtual contact center, assisting with patient triage, intake and care coordination. Trusted AI agents deployed directly into existing VA workflows will surface real-time knowledge during live calls, instantly route and triage cases and automate benefits verification, freeing overstretched staff to focus on direct Veteran support that matters most, the company said.
Currently, the Salesforce-powered contact system has handled more than 40.6 million Veteran calls since deployment, and the VA seeks to continue this program with the renewed investment.
Slack currently serves as a connective tool for the VA by providing staff with a single place to access information and collaborate. In line with this, the VA seeks to reduce scheduling from an average of 28 days to minutes by building on VA’s unified patient scheduling initiative. Salesforce will achieve this by supporting Veteran communications, provider engagement, workflow coordination and access intelligence.
Missionforce will also integrate the VA’s existing and legacy platforms into a single, trusted data layer. This will give both VA staff and AI agents a full view of each Veteran for faster, personalized care. Tableau will also be deployed to transform this data into insights, including daily snap reports, claims processing dashboards and employee performance reporting.
These new use cases will build upon VA’s existing Salesforce platforms, including modernization of the Veterans Crisis Line and the creation of the Status Query and Response Exchange System (SQUARES).
The new Veterans Crisis line has already supported response to critical incidents by giving suicide prevention coordinators tools to coordinate and dispatch immediate assistance.
SQUARES, a Salesforce-built program, provides over 2,100 authorized users with access to Veteran eligibility information. This program builds connections between at-risk Veterans and community-based organizations that provide housing, food and other support services.
“Salesforce gives VA a trusted foundation to connect its people, data, and workflows across the department. The goal is simple: Reduce administrative burden, help employees get to the right information faster, and give them more time to deliver the care and benefits Veterans have earned," said Kendall Collins, CEO, Missionforce & Government Cloud, Salesforce, in a statement.