“The work of the U.S. Digital Service team at the Department of Veterans Affairs is all about improving the experience of interacting with the agency for the end customer: the veteran.”
“This ethos can be seen across the work the team has done — the Appeals Status tool that went live in March, for example, aims to give veterans insight into and peace of mind about the very lengthy appeals process. And the vets.gov site, which houses this tool and others, is designed as a unified front door for veterans seeking benefits, housing assistance, burial information and much more. Veterans have noticed — vets.gov gets visited by 1.8 million users per month…”
“… this isn’t just about a better website, though that’s important too. It’s about working to transform the whole agency into a customer-facing entity…”
“Meanwhile, Jacobs and team will continue to identify “friction points” in the interaction between vets and the VA, and, when possible…” Read the full article here.
