“It’s no secret that the Department of Veterans Affairs has become increasingly focused on improving the experience that veterans have while interacting with the various tentacles of this massive agency.”
“In January 2015, the VA launched its Veterans Experience Office (VEO). In March 2018, when the Trump administration debuted its President’s Management Agenda, it named the VA as a leader on a cross-agency priority goal to improve customer experience (CX). In May 2019, the VA added CX to its ‘Core Values and Characteristics’ — the guidelines in the Code of Federal Regulations that define priorities of VA employees as well as what the agency stands for.”
“Now, the VEO is looking to establish a Customer Experience Institute as a way to formalize and ‘sustain’ CX collaboration across the federal government.”
“Development of the institute is still in a very early phase — the exact curriculum or org structure is yet to be determined. But VEO’s Barbara Morton says she sees it has a ‘privilege and a duty’ to share what the VA has learned about CX with other agencies across the government…” Read the full article here.
Source: For Veterans Experience Office, sharing CX best practices is a ‘privilege and a duty’ – By Tajha Chappellet-Lanier, December 12, 2019. FedScoop.