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VA Digital Strategy

Milestone 6.3


Milestone 6.3: Ensure all new digital services follow digital services and customer experience improvement guidelines.

The Department of Veterans Affairs (VA) Web Governance Board was reconstituted and a charter signed by VA's chief of staff in 2012. The Board derives its authority from VA Directive 6102 and the associated handbook, as approved by the CIO and ASOPIA (Assistant Secretary of Public and Intergovernmental Affairs). Responsibilities of the Board include policy making for web communication standards; decision making with regard to VA communications goals; creation and oversight of VA's web standards and all web communications, including social media, applications, and web portals; advisement and reporting to the Chief Information Officer (CIO) on web-related technology priorities, and to the ASOPIA on matters pertaining to the dissemination of information and effectiveness of VA's web communications.

Va is implementing a redesign of VA websites, with a new user interface and improvements to the way in which content is created and organized. The redesign is being implemented in a phased approach, and is expected to be completed over the next year. The goal is to provide a better user experience and more efficient and accessible delivery of services.

To measure VA web performance and customer satisfaction, VA implemented tools to track customer usage and feedback. This feedback is used to drive customer service improvements and other web reform. See milestone 8.2 for information about VA's implementation of the Digital Analytics Program (DAP) and customer satisfaction surveys on VA websites.

VA has begn publishing APIS and web services. It also shares VA information and data with the public on This sharing of data and content, and collaborating within VA and across Agencies will reduce duplication of development efforts and enhance performance and cost-effectiveness.