A renewed focus on customer service is at the heart of the massive re-org at the Veterans Affairs Department. VA Secretary Bob McDonald says the agency will hire a Chief Customer Service Officer. John Salamone is vice president for FMP Consulting, and former Executive Director of the Chief Human Capital Officers Council. He’s bringing his workforce management experience and knowledge to the National Academy of Public Administration as one of their new fellows. On In Depth with Francis Rose, he shared advice on how the VA can successfully deliver its promise for better customer service. View a photo gallery of the new NAPA fellows.