The Department of Veterans Affairs (VA) began its customer experience (CX) transformation journey about a decade ago, and a top agency official said on Wednesday that the VA has now reached a critical “acceleration point” in that process. […]

CX Customer experience -min

With customer experience (CX) being not only a priority in President Biden’s Presidential Management Agenda vision but also the subject of its own executive order, Federal agency and industry officials said a focus on human-centered design and personnel is vital when using technology to make citizen services more consistent and accessible. […]

VA, Veterans Affairs

With the redesign of the VA.gov website for the Department of Veterans Affairs, the agency has made progress in providing a better customer experience. Now, alongside partners at the U.S. Digital Service (USDS), the agency is looking toward other areas to improve across the department, said officials from VA and USDS today. […]

Customer Experience CX

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