One year into a pilot with the Veterans Affairs Innovators Network, the department has made investments into 38 projects and ideas that teams of VA nurses, doctors and other rank-and-file employees have developed at eight medical centers around the country. More than 40 other VA medical centers submitted applications asking to join the Innovators Network.
Tom Allin, the Veterans Affairs Department’s chief veterans experience officer, developed an approach that lets employees take a different perspective when developing customer service initiatives.
In 1946, General Omar Bradley stated, while Administrator of the Department of Veterans Affairs, ‘We are dealing with veterans, not procedures; their problems, not ours.’ The VA long ago lost site of this aptly stated goal of the VA.”
Starbucks calls its employees “partners.” Disney has “cast members.” The Ritz-Carlton has “ladies and gentlemen.” The VA’s new Chief Veterans Experience Officer Tom Allin says the department also needs to see its workers in a new light.
Taxpayers pay for two Veterans Affairs Departments, says Federal Drive host Tom Temin. There’s the good VA, which reduces its backlog of disability claims. The bad VA continues to struggle with management problems.
The Veterans Affairs Department launches Vets.gov, a digital doorway to help organize online resources for veterans.
Exclusive: The Veterans Affairs Department Secretary’s idea to create “Veterans.gov” is so good, the Labor Department already did it.
Veterans Affairs Secretary Bob McDonald says most veterans don’t know what Blue Button, E-Benefits or MyHealtheVet are and what each of those services can do for them. He wants his new Veterans Experience Officer — Tom Allin — to consolidate the department’s websites into one. Phil Carter is a senior fellow and director of the Military, Veterans and Society Program at the Center for a New American Security. He tells In Depth with Francis Rose why simplifying everything could be an even bigger challenge for the VA.
Veterans Affairs Secretary Bob McDonald says he’s baffled by the way the federal government tends to separately brand each one of its IT offerings, especially its public-facing ones.