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Jason Miller: VA changing customer service frame of reference with new framework
When Veteran Affairs Department employees think about how they will improve customer service, they need to consider the backstage, the front stage and being on ...
When Veteran Affairs Department employees think about how they will improve customer service, they need to consider the backstage, the front stage and being on stage. That’s the theater analogy Tom Allin, VA’s chief veterans experience officer, uses in a new framework introduced to the agency earlier this month. Federal News Radio’s executive editor Jason Miller joins the Federal Drive with Tom Temin with details about how this framework will help VA turn the corner in how it helps veterans.
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Tom Temin
Tom Temin is host of the Federal Drive and has been providing insight on federal technology and management issues for more than 30 years.
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