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Official Blog of the U.S. Department of Veterans Affairs

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Customer Experience: Bringing same day onboarding for care, benefits and community resources

Posted on Tuesday, January 12, 2021 6:00 pmJanuary 7, 2021 Posted in Vets Experience by VAntage Point Contributor 3k views

By assembling all VA and local community partners in one place, Veterans are triaged and onboarded …

Employee Experience

VA creates government’s first-ever employee experience journey map

Posted on Tuesday, December 22, 2020 8:00 amDecember 22, 2020 Posted in Vets Experience by VAntage Point Contributor 5k views

VA published the government’s first-ever employee experience (EX) journey map, a tool to support VA’s …

customer experience cookbook

VA releases Customer Experience Cookbook for Federal Agencies

Posted on Tuesday, November 17, 2020 6:00 pmNovember 18, 2020 Posted in Vets Experience by Tim Hudak 4k views

The Customer Experience Cookbook provides a guide to government agencies looking to build customer …

Free customer experience certificate, program for Veterans, their families

Posted on Monday, November 16, 2020 2:00 pmNovember 12, 2020 Posted in #VetResources by Tim Hudak 12k views

Medallia is offering a course and certificate in customer experience free for Veterans and their families …

Credit report on a desk with magnifying glass

VA call center works with Veterans to resolve community care billing concerns

Posted on Tuesday, October 20, 2020 2:00 pmOctober 15, 2020 Posted in Health, Top Stories by VAntage Point Contributor 16k views

VA staff can help Veterans resolve billing issues related to authorized community care claims. “Our number …

State of Veteran Customer Experience

The State of Veteran Customer Experience

Posted on Wednesday, October 14, 2020 6:00 pmOctober 21, 2020 Posted in Vets Experience, VSO / Partners by Tim Hudak 5k views

The State of Veteran Customer Experience Community Partner Mini-Summit gives VA an opportunity to share …

Listening to our Veteran patients plays an important role in providing world class customer service. VA is not only listening to our Veterans, but we are taking action on their concerns as well as their recommendations to improve health care.

Improving the Customer Experience for Veterans at VA

Posted on Wednesday, October 7, 2020 6:00 pmOctober 8, 2020 Posted in Vets Experience by VAntage Point Contributor 5k views

VA continuously works to improve the customer experience for Veterans, using data, tools and technology to …

Chatbot screen shot

New coronavirus chatbot available

Posted on Tuesday, May 19, 2020 4:00 pmMay 21, 2020 Posted in Health, Secretary's Blog by VAntage Point Contributor 3k views

The new VA Coronavirus chatbot can help address COVID-19 symptoms, questions on testing, stimulus payments, …

Patient Advocate Tracking System Replacement

New Patient Advocate Tracking System empowers VA employees to resolve issues on the spot

Posted on Wednesday, March 4, 2020 4:00 pmMarch 3, 2020 Posted in Secretary's Priorities, Vets Experience by Kiran Dhillon 3k views

After years of research and development, VA unveiled the Patient Advocate Tracking System Replacement and …

Using Veteran feedback to support Veterans in crisis

How VA is Using Customer Feedback to Support Veteran’s Mental Health

Posted on Wednesday, November 13, 2019 4:00 pmNovember 16, 2020 Posted in Secretary's Priorities, Vets Experience by Tim Hudak 2k views

VA is using artificial intelligence (AI) systems capabilities leveraged by customer feedback industry best …

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