How the Veterans Affairs Department is ‘Hardwiring’ Customer Service into Everything

NextGov: Since its inception in 1930, the Veterans Affairs Department has delivered health care and other services to tens of millions of veterans and their loved ones, caring for those who have borne the battle in defense of the nation.

Yet in its storied history, VA has never emphasized customer experience like it has in recent years, building on the instantiation of a Veteran Experience wing at the close of the Obama administration to—as of mid-May—literally codifying veterans experience principles into VA’s core values.

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