Salesforce has been granted a three-year, $1.6 billion enterprise license agreement by the U.S. Department of Veterans Affairs to bring agentic artificial intelligence and expanded collaboration tools into VA operations. The VA framed the award as a step toward a “unified foundation across the department,” intended to provide employees with trusted agentic AI, integrated data and improved workflow tools designed to reduce administrative friction and allow staff to spend more time serving Veterans.
The announcement, reported July 27, 2026, names Missionforce — Salesforce’s AI-enabled platform for mission-critical government work — as the backbone for the planned modernization.
Salesforce said it will build on current deployments and expand capabilities in several areas. The company and the VA highlighted the following primary focuses:
Agentforce Public Sector and Agentforce Health are explicit components of the VA’s 24/7 virtual contact center plan. These systems are intended to assist with patient triage, intake and care coordination. The contract will also place trusted AI agents directly into existing VA workflows to surface real-time knowledge during live calls, route and triage cases instantly, and automate tasks such as benefits verification.
According to the VA, these automated and AI-supported functions aim to free overstretched staff to focus on direct services that most affect Veterans.
Salesforce platforms are already in use across multiple VA programs. The VA said the Salesforce-powered contact system has handled more than 40.6 million Veteran calls since it was deployed. The new agreement is intended to continue and expand that work.
The VA serves more than 17 million Veterans and their families and caregivers. Its health system includes 170 VA medical centers and more than 1,100 Veterans Health Administration outpatient clinics. In 2025 the VA provided more than 82 million direct-care appointments.
Other Salesforce-based projects noted by the VA include modernization of the Veterans Crisis Line and the Status Query and Response Exchange System, known as SQUARES. The updated Veterans Crisis Line reportedly supports response to critical incidents by equipping suicide prevention coordinators with tools to coordinate and dispatch immediate assistance. SQUARES currently provides over 2,100 authorized users with access to Veteran eligibility information and helps link at-risk Veterans to community organizations offering housing, food and other supports.
Missionforce will be used to integrate the VA’s existing and legacy platforms into a single, trusted data layer. VA staff and deployed AI agents are meant to benefit from a fuller view of individual Veterans, enabling more rapid and personalized responses.
To convert consolidated data into operational insight, the VA plans to deploy Tableau dashboards and reports. The source lists intended outputs such as daily snap reports, claims processing dashboards and employee performance reporting, which will build on the VA’s current Salesforce platforms.
The VA said it currently uses Slack as a connective tool to give staff one place to access information and collaborate. The new agreement aims to expand Salesforce support for Veteran communications, provider engagement, workflow coordination and access intelligence.
A specific operational goal mentioned in the announcement is to reduce patient scheduling from an average of 28 days to minutes by leveraging the VA’s unified patient scheduling initiative and the expanded Salesforce platform.
The source describes the intent to deploy “trusted AI agents” into workflows so they can surface real-time knowledge during live calls, instantly route and triage cases and automate benefits verification. Agentforce products are named as key elements of the VA’s 24/7 contact capabilities.
The source did not provide detailed technical specifications for the AI agents, nor did it report precise timelines for rollout, contract milestones or specific performance targets and metrics that will be used to measure success.
The announcement frames the new agreement as building on existing VA Salesforce deployments. Examples cited in the source include the Salesforce-enabled contact system’s handling of more than 40.6 million calls, the modernization of the Veterans Crisis Line and the SQUARES program used by over 2,100 authorized users.
Officials quoted in the source emphasized the contract’s goal of connecting people, data and workflows to reduce administrative burden and speed access to information. Kendall Collins, CEO of Missionforce & Government Cloud at Salesforce, stated the overarching aim is to help employees get to the right information faster and give them more time to deliver care and benefits to Veterans.
The source describes planned capabilities and the strategic goals of the agreement but does not include specific implementation timelines, phased rollout schedules, cost breakdowns, procurement details beyond the overall contract value, or explicit performance and accountability measures that will be applied during the three-year contract.
Further operational details, including how legacy system migration will be managed, exact staff training plans, privacy and security protocols for the integrated data layer, and the metrics the VA will use to judge improvements in administrative burden or care timeliness, were not reported in the source.
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