Barbara Morton

Denis McDonough

VA touts engaged workforce as key to highest-ever veteran trust scores

The Department of Veterans Affairs says veterans who receive VA services are giving the VA the highest trust scores it’s seen so far.

Veterans Affairs

VA's Barbara Morton and Jory Heckman HISP interview

VA sees higher veteran trust scores as ‘north star’ for customer service improvements

Veterans Affairs

Improving agencies’ digital front door to transform customer experience

Federal Insights

IT modernization

Human-centered design at the heart of VA’s CX initiatives

Veterans Affairs

Joshua Roberts

Everybody talks customer experience. This Veterans Affairs manager has done something about it

Veterans Affairs

Amelia Brust/Federal News Network

Agencies improving in CX but need to worry less about digital – more about human design

Technology

FILE - In this April 2, 2015, file photo, a visitor leaves the Sacramento Veterans Affairs Medical Center in Rancho Cordova, Calif. The number of veterans seeking health care but ending up on waiting lists of one month or more is 50 percent higher now than it was a year ago when a scandal over false records and long wait times wracked the Department of Veterans Affairs, The New York Times reported Saturday, June 20, 2015, online ahead of its Sunday editions. (AP Photo/Rich Pedroncelli, File)

VA cooking up new guide of CX strategies, training institute for its own employees

Veterans Affairs

Exclusive

Agencies must know their customer first before they can deliver an excellent experience

Federal Insights

Upcoming IDEA Act deadlines task agencies with digital service overhaul

Technology

Exclusive

Executive Briefing Series: Digital Customer Experience

Analysis

VA thinks newest website version improves customer experience

Federal Drive

Customer Satisfaction Reliability Quality Service Concept

What agency has the most improved customer experience?

Compared to the private sector, the federal government, as a whole, ranks down toward the bottom of a new customer service scorecard.

Management