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 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.