“The Department of Veterans Affairs has now codified its devotion to improving customer experience.”
“The agency officially added customer experience to its “Core Values and Characteristics” — the guidelines in the the Code of Federal Regulations that define priorities of VA employees as well as what the agency stands for. The final rule was published Monday in the Federal Register…”
“CX is a particular area of interest for the Digital Services team within the VA. The redesign of VA.gov and the release of technology like the Appeals Status tool were undertaken with the aim of making interactions with the agency easier and more intuitive for veterans…” Read the full article here.
Source: VA adds customer experience as one of its ‘core values’ – By Tajha Chappellet-Lanier, May 20, 2019. FedScoop.
