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Nextgov: The Federal CX Moves that Mattered in 2020

“Here’s a look at some of the most important developments in customer experience policies and implementations in 2020 that may contribute to future efforts in the new year—and incoming Biden administration…” “In its annual update to Circular A-11 Guidance, the Office of Management and Budget included significant changes to Section 280, which deals entirely with improving service delivery and customer […] The post Nextgov: The Federal CX Moves that Mattered in 2020 appeared first on G2Xchange FedCiv.

DigitalVA: OIT Keeps Veterans’ Benefit Applications Moving Quickly

“As part of the Department of Veterans Affairs (VA’s) Digital Transformation, we digitized and transformed paper benefit claims into the Veterans Benefits Management System (VBMS). Gone are the days of cubicles engulfed in paper claims. Now the Veterans Benefits Administration (VBA) processes nearly 100 percent of disability compensation claims electronically through VBMS. The system allows […] The post DigitalVA: OIT Keeps Veterans’ Benefit Applications Moving Quickly appeared first on FedHealthIT.

Customer Experience Taking Priority at Veterans Affairs and Across Government

This interview with Barbara C. Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs (VA) discusses the value of the customer, and employee experience, COVID as a driver of empathy, sharing lessons learned to bolster Government, and what to expect for 2021. Customer Experience (CX) as a Priority Customer experience is VA’s top priority […] The post Customer Experience Taking Priority at Veterans Affairs and Across Government appeared first on FedHealthIT.

DOD/VA PHR is key to increasing patient engagement and military readiness says DHA lead

“As Military Health System providers, ensuring the readiness of service members is our number-one priority. None of us, however, were ready for 2020’s relentless swarm of unprecedented circumstances instigated by the COVID-19 pandemic. To ensure our forces are prepared for what we know may be coming – and any other surprises the future may hold […] The post DOD/VA PHR is key to increasing patient engagement and military readiness says DHA lead appeared first on FedHealthIT.

Press Release: VA launches single access point to all VA contact centers

“The U.S. Department of Veterans Affairs (VA) announced today, the formal launch of 1-800-MyVA411 (1-800-698-2411), a single access point to all VA contact centers. The number is available 24 hours-a-day, 365 days-a-year to serve Veterans, their families, caregivers and survivors.” “Responding to Veteran feedback on the challenges of knowing the right number for VA assistance, […] The post Press Release: VA launches single access point to all VA contact centers appeared first on FedHealthIT.

VAntage Point: VA Profile allows Veterans to update contact information on all VA systems

“VA is empowering Veterans to manage their information through a simplified, personalized experience on VA.gov, called VA Profile. Once signed into the VA.gov website, Veterans can view, update and change their contact information, such as phone number, email, home and mailing address. VA Profile updates all VA systems, which removes the burden from Veterans calling […] The post VAntage Point: VA Profile allows Veterans to update contact information on all VA systems appeared first on FedHealthIT.

DVIDS: DOD/VA Personal Health Record is key to increasing patient engagement and military readiness

“As Military Health System providers, ensuring the readiness of service members is our number-one priority. None of us, however, were ready for 2020’s relentless swarm of unprecedented circumstances instigated by the COVID-19 pandemic. To ensure our forces are prepared for what we know may be coming – and any other surprises the future may hold […] The post DVIDS: DOD/VA Personal Health Record is key to increasing patient engagement and military readiness appeared first on FedHealthIT.

Customer Experience Leaders from VA Leave ‘CX Cookbook’ for Agencies

“For the last two years, Veterans Affairs Department Chief Veterans Experience Officer Lynda Davis and Deputy Chief Veterans Experience Officer Barbara Morton stewarded the customer experience cross-agency priority goal outlined in the President’s Management Agenda.” “As that PMA expires and the nation awaits new management priorities under President-elect Joe Biden, Davis and Morton—along with numerous […] The post Customer Experience Leaders from VA Leave ‘CX Cookbook’ for Agencies appeared first on FedHealthIT.

White House innovation adviser Matt Lira floats idea of CXOs at Federal agencies

“President Trump’s innovation adviser has discussed having agencies appoint customer experience officers (CXOs), much like chief information officers or chief data officers.” “Matt Lira, special assistant to the president for innovation policy and initiatives, said talks are ongoing, but this is the first time elevating CXOs within agencies has been floated.” “With Trump in a heated reelection battle, only time […] The post White House innovation adviser Matt Lira floats idea of CXOs at Federal agencies appeared first on G2Xchange FedCiv.

Federal News Network Newscast: VA needs better data to serve increasing LGBTQ+ veterans, GAO...

“The veterans population, thanks to changes in military policy and what may have occurred after military life, has growing numbers of lesbian, gay, bisexual and transgender people. Now the Department of Veterans Affairs is urged to improve its data collection to help it better meet the needs of such veterans. The director of health care […] The post Federal News Network Newscast: VA needs better data to serve increasing LGBTQ+ veterans, GAO says appeared first on FedHealthIT.

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