R. Scott Ward
Department of Veterans Affairs
Scott specializes in enterprise-wide project planning and execution, strategic planning, and change management. He is experienced in building consensus across organizational cultures. He currently leads change management activities on projects designed to improve the employee experience and, in turn, the Veteran experience.
Scott joined VEO’s Multi Channel Technologies team in 2018. He supports the Enterprise Contact Center Council’s governance efforts to implement Enterprise Contact Center Modernization. He has managed several ECCC workgroups, most notably coordination with VEO’s EMD Directorate implementing standardized CX surveys in VA Contact Centers.
Scott spent three years on the MyVA Task Force, which later became the Office of Enterprise Integration’s Modernization Office. During this time, he was responsible for the analysis and coordination of the Secretary’s Enterprise Initiatives. He enabled SECVA and DEPSEC oversight and reviewed enterprise level Change Management activities.
He served as the lead of VR&E Service’s Strategic Analysis Team from 2009 to 2015. He was responsible for the development and implementation of operational reporting, VR&E National Contracts; VR&E IT systems and Special Projects that include a 20-year Longitudinal Study.
Prior to that Scott spent seven years working as co-owner, Corporate Officer, and Director of Operations of an engineering firm headquartered in the Washington, DC area.
Scott served as an Adjunct Professor in George Mason University’s School of Business part-time from 2005 to 2012. He completed his MBA in George Mason University’s Executive Program and earned a multi-discipline degree in the Psychology of Organizational Leadership. He has been awarded PMP credentials from the Project Management Institute, Change Management certification, and Forrester’s Customer Experience Core Certification.
Scott also served with distinction in the US Army Intelligence field.