“… I’m proud that the Department of Veterans Affairs is leading the way. We know something about competing for customers because most veterans have a choice of health care options, and many choose the VA. The MISSION Act enshrined even greater flexibility for veterans.”
“That greater choice has forced the VA to ask itself some tough questions. Are we adequately serving the veterans who walk through our doors? Are they getting access to care quickly enough? What are veterans’ other complaints, and how can we address them?”
“Getting the answers to these questions has helped us improve. Our Veterans Experience Office systematically gathers data on veterans’ experiences at the VA and uses it as a guide to what’s working well and what needs to be fixed. I personally acted to make sure customer service is a priority for the department by approving a change in our regulations that makes customer service a permanent part of VA’s core values…”
“As a next step, the White House is looking to export the VA’s customer service effort to the rest of the government. The Office of Management and Budget has identified the 25 federal entities that account for the most interaction with American citizens — taken together, these entities touch every American in the country. OMB is already working with these entities to replicate the VA’s customer service success, developing ways to receive customer feedback and using that feedback to improve the way they deliver services.”
“Later this summer, the administration will unveil a new dashboard on Performance.gov that will show the public how these agencies and departments are performing. The results may reveal some problem areas, but that’s part of the process: using customer data to show where government is falling short and then working to make improvements where needed.” Read the full article here.
Source: Trump Is Building a Customer-Driven Government – By Robert Wilkie, July 25, 2019. Inside Sources.
