Nextgov: How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything

“… Yet in its storied history, VA has never emphasized customer experience like it has in recent years, building on the instantiation of a Veteran Experience wing at the close of the Obama administration to—as of mid-May—literally codifying veterans experience principles into VA’s core values.”

“In an interview May 21 with Nextgov, Dr. Lynda Davis, chief veterans experience officer at VA, described the rule as a watershed moment across the government, noting it was perhaps the first time a federal agency essentially baked customer experience into its mission…”

“Policy doctrines and rules are mere words, but VA has spent the better part of four years implementing a wide range of changes designed in direct response to veteran feedback. Davis said the agency created a human-centered design analysis of the “moments that matter” to tens of thousands of veterans across their distinct healthcare journeys, locating areas where VA performed well along with pain points for veterans…”

“The navigation guide is a physical embodiment of VA’s digital navigation improvements, which included the relaunch of va.gov in November…” Read the full article here.

Source: How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything – By Frank Konkel, May 29, 2019. Nextgov.

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