Veterans Experience Office (VEO)
Veterans Experience Office News
2020
Women leading growth at the White House VA Hotline - New agents ready to help Veterans and their families (from VAntage Point) (03/11/2020)
Journey maps: Plotting the moments that matter to Veterans and their families - VA uses human centered design to capture what matters most (from VAntage Point) (03/05/2020)
America's Warrior Partnership Network connects Veterans to national resources - VA supports a variety of community-centric initiatives that help local organizations connect the Veterans they serve with national resources. (from VAntage Point) (03/02/2020)
VA Welcome Kit simplifies VA benefits, service process - What can VA do for me? (from VAntage Point) (02/19/2020)
Alabama Veterans access VA benefits, services at Veterans Experience Action Center - VEACs brings direct access to VA and non-VA resources to your community (from VAntage Point) (02/17/2020)
Improving patient check-in for Veterans - Using surveys and feedback to improve patient experience (from VAntage Point) (02/15/2020)
Veterans Experience Office uses customer feedback to build trust in VA - VA Modernization and transformation efforts focus on customer needs (from VAntage Point) (02/11/2020)
Veterans receive help through clergy training program - Veterans-especially those in rural areas-are receiving added attention through a VA program focused on training clergy and other groups interested in helping Veterans. (from VAntage Point) (02/09/2020)
Caregivers focus of new academy program - Including Caregivers into Veterans' medical teams was the focus of a launch event between VA and the Elizabeth Dole Foundation Jan. 31 at the National Press Club in Washington, D.C. (from VAntage Point) (01/31/2020)
Los Angles Region Community Veteran Engagement Board meets - A New Year of Veteran Engagement in country's largest Veteran population (from VAntage Point) (01/28/2020)
America's Warrior Partnership helps close resource gaps for Veterans - Empowering Communities to Empower Veterans (from VAntage Point) (01/28/2020)
Veterans Affairs officials visit Sanford Veterans Club - Special recognition, private lounge help Veterans feel at home. [from Sanford Health] (01/09/2020)
When CX Is a Matter of Life or Death - If you're reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. [from Heart of the Customer] (01/09/2020)
Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA) - "The fundamental challenge of government is figuring out how you make room for experience when financials and operations are the focus."" [from Heart of the Customer] (01/07/2020)
Veterans Affairs improvements have made a positive impact - The U.S. Department of Veterans Affairs has had to tackle several issues and concerns in the past 10 years. Everything from wait times, employee culture and morale, infrastructure improvements, and costs associated with these improvements, patient satisfaction, suicides, recruitment and retention of providers and more. [from The Hill] (01/04/2020)
2019
For Veterans Experience Office, sharing CX best practices is a 'privilege and a duty' - It's no secret that the Department of Veterans Affairs has become increasingly focused on improving the experience that Veterans have while interacting with the various tentacles of this massive agency. (from FedScoop) (12/12/2019)
IT Leaders Share AI Test Cases and Potential for Growth - AI moves beyond 'just an IT issue' as it shows potential to transform workforce, Veterans and health fields. (from Government CIO Media & Research) (12/09/2019)
Community Veterans Engagement Board celebrates one year of supporting Loudoun County's Veterans - The Loudoun County Community Veterans Engagement Board is celebrating more than a year of service to local Veterans and their families. (from Loudoun Times-Mirror) (11/29/2019)
Joanne Belviso Puckett: Veterans share legacy through 'My Life, My Story' - This commentary is by Joanne Belviso Puckett, of Hanover, New Hampshire, who recently retired from the federal government as director of Quality and Risk Management for both Department of Veterans Affairs and US Air Force health care organizations. She considers interviewing Veterans for the WRJ VA Medical Center's My Life, My Story program, as her post-retirement dream job. (from VTDigger) (11/27/2019)
VetResources Facebook Live shares resources for Veterans, families, caregivers and survivors - Vet Tix, LinkedIn, SVA, TAPS, Red Cross MVCN, Team RWB share resources (from VAntage Point) (11/27/2019)
Florence Veterans organization honored by VA - The Pee Dee Area Veterans Advisory Council was recognized Tuesday at its monthly meeting for the work it does to improve life for area Veterans. (from SCNow) (11/26/2019)
'The clock is ticking on all of us.' Columbus veterans search for help from local organizations. - Veterans across four states and from all branches and backgrounds attended a two day Veterans event on the campus of Columbus State University to file claims, ask questions and get help from the U.S. Department of Veterans Affairs. (from Ledger-Enquirer) (11/15/2019)
CSU hosted the first Veterans Experience Action center event in the Chattahoochee Valley - Columbus State University welcomed Veterans to campus today to help connect them with new resources. Veterans were able to sit down with representatives from Veteran's Affairs and other state departments to discuss claims and other issues. (from WRBL) (11/14/2019)
How the VA is Using Customer Feedback to Support Veteran's Mental Health - Acting on feedback to support Veterans in crisis (from VAntage Point) (11/13/2019)
Veterans with ties to UNH speak up at VetTalkX event during school's Salute to Service - The VetTalkX program showcased the talents of UNH students and alumni who are Veterans. (from New Hampshire Union Leader) (11/13/2019)
3 tips for standing up a CX function - With customer experience (CX) now firmly established as a critical differentiator in the marketplace, companies are racing to provide their customers with interactions that meet the highest possible standards - and government agencies are paying close attention. (from Federal Computer Weekly (FCW)) (11/07/2019)
Four VA female leaders recognized for influence in health IT - Four senior leaders from the U.S. Department of Veterans Affairs (VA) were among more than 30 women honored by FedHealthIT magazine during an award ceremony Oct. 30 at the Leading for Impact: Women in Leadership conference in Arlington, Virginia.Four senior leaders from the U.S. Department of Veterans Affairs (VA) were among more than 30 women honored by FedHealthIT magazine during an award ceremony Oct. 30 at the Leading for Impact: Women in Leadership conference in Arlington, Virginia. (11/05/2019)
Veterans Digital Transformation Breakfast Features VA and Congressional Leaders - Ahead of Veterans Day, leaders from the Department of Veterans Affairs and Congress will dive into the technological advancements the agency's Office of Information and Technology and Veterans Experience Office have made to transform Veterans' lives. (from PR Newswire) (11/05/2019)
Public sector's customer experience strategies analyzed, ranked - Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from. [from TechTarget] (10/31/2019)
Partnership for Public Service credits VA for customer experience improvements - The insights recognize the establishment of the Veterans Experience Office as a catalyst to launch major efforts [from VAntage Point] (10/31/2019)
Putting Veteran services on speed dial - The Department of Veterans Affairs launched the White House VA Hotline to provide live answers to questions about benefits, resources and services. (from Government Computer News (GCN)) (10/31/2019)
Trends in customer experience at the Department of Veterans Affairs - Barbara Morton, deputy chief customer officer at the Department of Veterans Affairs, details how the department is improving resources to serve Veterans more efficiently, and the factors needed to implement these changes. [from Government Matters] (10/28/2019)
'Where to start?' - The VA Welcome Kit - Veterans, their families, caregivers, and survivors know that VA has no shortage of technical handouts, benefits books and informational materials. Even with all these resources, Veterans ask, "Where do I start?" [from VAntage Point] (10/08/2019)
More Veterans See Improvements in VA Health Care, VFW Survey Finds - Imagine a government agency whose wait times have been reduced, citizen complaints have declined and public-sector employees are equipped to provide quality customer service. [from Military.com] (09/27/2019)
How CX programs benefit more than the customer - Imagine a government agency whose wait times have been reduced, citizen complaints have declined and public-sector employees are equipped to provide quality customer service. [from GCN] (09/27/2019)
The future of Patient Experience at VA - The way we treat Veterans today is the reason they will choose VA tomorrow [from VAntage Point] (08/27/2019)
Veterans receive free concert, sporting event, family activity tickets - VetTix provides free tickets to Veterans and service members with the aim of reducing stress, strengthening family bonds, building life-long memories and encouraging connections with local communities. [from VAntage Point] (07/31/2019)
Trump Is Building a Customer-Driven Government - An Op-Ed from the Department of Veterans Affairs Secretary, Robert Wilkie, on Customer Experience. [from Inside Sources] (07/25/2019)
Veterans Experience Action Center: how one community delivered for Veterans - Despite the record heat on July 19 and 20 in Davenport, Iowa, more than 600 Veterans and their family members attended the Quad Cities Veterans Experience Action Center (VEAC) at St. Ambrose University. [from VAntage Point] (07/23/2019)
VA creates innovative solutions with the National Association of Veteran-Serving Organizations - Building a partnership for best practices [from VAntage Point] (07/20/2019)
Red Coat Ambassador Program - A new program being implemented that focuses on Veteran experience at Virginia medical centers across the country. [from WFXR FOX] (07/17/2019)
Customer service THE prime directive for all VA employees - The way we treat Veterans today is the reason they will choose VA tomorrow [from VAntage Point] (07/17/2019)
Veterans Experience Action Center coming to Quad Cities - July 19-20, 2019 at St. Ambrose University in Davenport, Iowa [from VAntage Point] (07/17/2019)
VA Hotline Growing in Size, Staff and Call Intake - The U.S. Department of Veterans Affairs' new telephone hotline for Veterans eclipsed 250,000 phone calls and spread its operation into a sprawling office complex in the mountains of Shepherdstown, West Virginia. [from NBC 4 Washington] (06/27/2019)
VA Signals Focus on User-Centric Analytics - Combining practices from the private sector with advances in big data, the agency has begun systematically reshaping Veteran care. [from Government CIO Media & Research] (06/26/2019)
VA on Track to Improve Veteran Customer Experience - 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. [from MeriTalk] (06/25/2019)
Clergy tend to 'wounds of war' at Providence VA Medical Center seminar - With research showing that an overwhelming majority of Veterans and active-service members embrace a religious faith, the Providence VA Medical Center on Saturday welcomed community clergy members and faith leaders to a seminar designed to improve their understanding of issues that "warriors and their families" face after coming home. [from Providence Journal] (06/19/2019)
VA Deputy Chief Barbara Morton receives Gears of Government Award for improving how VA serves Vets - Deputy Chief of the Veterans Experience Office Barbara C. Morton was recognized for better understanding the needs of Veterans and their families. [from VAntage Point] (06/14/2019)
Veterans and Transitioning Military Get a Free Year of LinkedIn Premium - Includes over 14,000 LinkedIn Learning courses [from VAntage Point] (06/12/2019)
When improving citizen experience means saving lives - Passed in December, the 21st Century Integrated Digital Experience Act (IDEA) calls on agencies to make their CX experience much more inclusive and uniform. The Act also requires agencies to meet particular CX goals by certain deadlines. [from GovLoop] (06/11/2019)
20-acre camp to provide 'one-stop shop' for East Texas Veterans - Congratulations to Joe Bello, who co-leads the Metropolitan NYC Community The East Texas Veterans Community Council has developed and will operate CampV for Veterans in Tyler, Texas. [from VAntage Point] (06/11/2019)
Community Veterans Engagement Board Co-Chair named to New York Veterans Hall of Fame - Congratulations to Joe Bello, who co-leads the Metropolitan NYC Community Veterans Engagement Board, for being named to the New York State Senate Veterans Hall of Fame on May 21, 2019. [from VAntage Point] (06/10/2019)
Customer experience? Duh, ask the customer! - Veterans Affairs is using flesh-and-blood Veterans to design its digital services. [from Federal News Network] (05/31/2019)
How the Veterans Affairs Department is 'Hardwiring' Customer Service into Everything - VA is on a mission to improve the Veteran experience across every service it provides. [from Nextgov] (05/29/2019)
Upcoming IDEA Act deadlines task agencies with digital service overhaul - VA pushes for more online services to broaden the scope of customer experience to include platforms linke phone and in-person help. [from Federal News Network] (05/28/2019)
Opinion - Veterans Affairs is changing for the better - When we realized our claim-appeals process was complex and inefficient, we worked with Veterans service organizations, Congress, and the president to draft and pass a new law designed to fix it and put Veterans first. [from Washington Examiner] (05/24/2019)
Using machine learning to 'automate' employee expertise - Machine learning can also be useful at the Department of Veterans Affairs. The Multi-Channel Technology directorate of the Veterans Experience Office has co-developed several technologies and tools with veterans or employees which are focused on improving customer experience. [from Federal News Network] (05/23/2019)
VA adds customer experience as one of its 'core values' - The Department of Veterans Affairs has now codified its devotion to improving customer experience. [from FedScoop] (05/21/2019)
White House VA Hotline surpasses 250,000 calls from Veteran community - The hotline offers an “always the right number” approach [from VAntage Point] (05/21/2019)
Creating a road map for patient experience excellence - VA shares lessons learned with Beryl Institute [from VAntage Point] (05/21/2019)
VA regulatory change driving a 'sustained organizational commitment' to customer service - Trust is at the center of every program and project across the Veterans Affairs Department. The goal, over the last five-plus years, has been to rebuild the trust of Veterans, particularly in how the agency delivers healthcare. [from Federal News Network] (05/21/2019)
VA Incorporating Customer Experience Principles Into CFR’s Core Values Section - The Department of Veterans Affairs is set to add a set of customer experience principles to the core values and characteristics section of its Code of Federal Regulations, Nextgov reported Friday. [from ExecutiveGov] (05/21/2019)
Rockport native wins presidential award for work in Veterans Affairs - Barbara Morton, a Rockport native, has earned a Presidential Gears in Government award for her work at the Veterans Administration's Veterans Experience Office [from the Gloucester Daily Times] (05/17/2019)
VA To Codify Customer Experience As Part of Core Values - The need to consider ease, effectiveness and emotion in all decisions will become part of the department's Code of Federal Regulations. [from Nextgov] (05/17/2019)
VA building trust with Veterans through customer experience improvements - Lee Becker, Chief of Staff, Veterans Experience Office talks to Federal News Network (05/09/2019)
VA Lunch N Learn May 22, 2019 - Mental Health Awareness - Join us for a Virtual Lunch n Learn! (05/07/2019)
VA hosts first Customer Experience Partnership Round table - Better together, VA is working to create stronger community support for Veterans [from VAntage Point] (05/07/2019)
Building successful community relationships: the Pee Dee Area Community Veterans Engagement Board - Statewide summit of four CVEBs in South Carolina [from VAntage Point] (04/30/2019)
Veterans Federal Advisory Committee holds open forum to hear from Vets in Greater Los Angeles - The Veterans and Community Oversight and Engagement Board (VCOEB) met April 16, 2019. [from VAntage Point] (04/24/2019)
Listening to the Voice of the Veteran through the My Life, My Story Program - What do you want your care team to know about your story? [from VAntage Point] (04/24/2019)
Code of Support Foundation offers free access to Veteran Resources - Available to Veterans, their families, caregivers, and survivors [from VAntage Point] (04/24/2019)
The Patient Experience: the way we treat Veterans today is why they will choose VA tomorrow - April 22-26, 2019 is Patient Experience Week [from VAntage Point] (04/22/2019)
VA recognized for work to improve the Veterans Experience – Service to the Citizen Award - Veterans Experience Office receives award for customer experience efforts [from VAntage Point] (03/21/2019)
