USDS' Marcy Jacobs on building a more customer-focused VA

FedScoop: The work of the U.S. Digital Service team at the Department of Veterans Affairs is all about improving the experience of interacting with the agency for the end customer: the veteran.

This ethos can be seen across the work the team has done — the Appeals Status tool that went live in March, for example, aims to give veterans insight into and peace of mind about the very lengthy appeals process. And the site, which houses this tool and others, is designed as a unified front door for veterans seeking benefits, housing assistance, burial information and much more. Veterans have noticed — gets visited by 1.8 million users per month.

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