IDEAS on Team Selected for VA Greater Los Angeles Cultural Transformation Training Program

By John Lux

IDEAS, and project prime Blackhorse Worldwide LLC, have been selected to produce a customer service training program for the VA Healthcare System of Greater Los Angeles (VA-GLA). This is phase 2 of a program that the team of Blackhorse Worldwide and IDEAS completed in summer, 2013. This phase of the project is a further continuation of work that began with Walter Reed Army Medical Center, Army Medicine, and phase 1 with VA-GLA.

“This is work we have great passion for, and we are honored to be on the team that has been chosen,” says Shirley Decker, EVP, Business Development for IDEAS. “Cultural transformation and focus on patient-centered care is essential as our veterans deserve the best possible service for the sacrifices they have made for all of us. Our work during phase 1 focused on training to increase service excellence and enhance the GLA+ program created by the staff at VA-GLA, with phase 2 being focused toward ongoing sustainment to ensure this is not a quick fix – it’s a long-term solution and is the new normal.”

The work in phase 1 included an interactive and engaging, two-hour, face-to-face training beginning the next chapter of how service is delivered at the VA of Greater Los Angeles. All 3,500+ employees attended this two-hour experience, which was also facilitated by the Blackhorse Worldwide-IDEAS team. Phase 2 work will include facilitator training to incorporate the GLA+ program into new-hire orientation, new media elements for use as updates on the progress of the work already accomplished, a web-based module to help as a refresh to GLA+ Service Excellence, and additional facilitation, among other inclusions of nationally supported programs already in place for overall continuity. This will give the leadership and staff tools for sustaining the journey in progress with the veteran at the heart of this work. The project kicks off in October and will run through September of 2014 with possible extensions into fiscal 2015.

About Blackhorse Worldwide: Blackhorse Worldwide LLC is a Service Disabled Veteran Owned Small Business (SDVOSB). Blackhorse Worldwide is committed to presenting veterans, disabled while in service to our nation, with employment opportunities in an organization that serves as a Prime Contractor and self performs as a Project Manager for federal, state and local governments as well as the private sector. Primary areas of focus include construction, IT, security, training, operations, business management, entertainment and recreation. Blackhorse Worldwide is a founding member by the Department of Veterans Affairs in the Veterans First Contracting Program. For more visit

About IDEAS: Located in downtown Orlando, IDEAS is an Innovation Studio using the central premise that powerful stories create powerful experiences. IDEAS creates products for healthcare, corporate, government, and entertainment clients worldwide as well as creating its own intellectual property. The team at IDEAS has more than 400 years aggregate experience in experience design, brand repositioning, training, and media creation.

September 20, 2013|News|

About the Author: John Lux

As COO of IDEAS, John manages the day-to-day operations of the company. He is a category expert in studio production and is responsible for bringing advanced digital media technology to IDEAS.

Share This Post