“The Department of Veterans Affairs has long had a hunch that if its employees were engaged at work, its veteran customers would be satisfied too.”
“Now, the department said it has the tools to best measure employee engagement down to the lowest level — and target specific resources and expertise to help individual supervisors, managers and medical centers make improvements.”
“VA’s hypothesis was validated recently by the Partnership for Public Service and the Boston Consulting Group, which examined data from nearly 150 VA medical centers over three years. They found medical centers with stronger employee engagement had higher patient satisfaction, lower turnover among VA nurses and better call center performance…”
“More detailed employee engagement metrics and a new, consolidated survey are also informing the way each medical center handles feedback from their workforce…”
“VA’s employee engagement council has been working on a toolkit, which will highlight four broad areas the department believes are drivers of employee engagement. They include servant leadership, the employee’s voice, developing a innovative environment and employee training and recognition, Ramsel said…” Read the full article here.
Source: More detailed survey means VA can improve employee engagement, customer service all at once – By Nicole Ogrysko, May 20, 2019. Federal News Network.
