“The Department of Veterans Affairs (VA) is on track to achieve its agency goal under the President’s Management Agenda (PMA) of improving veteran customer experience (CX), according to a June update released by the VA.”
“As part of the PMA, the VA was tasked with increasing veterans’ trust in the agency. More specifically, by September 30 of this year, the agency needs to increase veterans’ positive responses from 67 percent (based on a September 2017 survey) to 90 percent to the statement, ‘I trust VA to fulfill our country’s commitment to Veterans.’”
“To achieve that goal, the VA identified two strategies…”
“As part of the report, the VA provided a number of updates, both large and small…”
“The VA has four ‘Key Milestones’ that it is expected to meet through this improvement process. It has currently completed three milestones and is ‘on track’ to meet its final milestone – complete automation of measurement and reporting across additional lines of business, such as benefits – by Sept. 30, 2019.” Read the full article here.
Source: VA on Track to Improve Veteran Customer Experience – June 24, 2019. MeriTalk.
