How the VA is Personalizing Veteran Services With a Single Website

NextGov: President Lincoln once said a house divided against itself could not stand, and Marcy Jacobs knows the same principle applies to online citizen services.

As executive director of the Digital Service at the Veterans Affairs Department, it’s Jacobs’ mission to make interactions with the agency as easy and transparent as possible.

VA is responsible for managing the benefits, medical care and burial services of some 9 million veterans across the country. Many of those transactions occur online, and as it stands, veterans must navigate a tangled mess of outdated agency websites to access the services available to them.

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