Secretary Wilkie’s written testimony excerpts are italicized below.
Customer Experience Technology
To enable the delivery of effective Veteran experiences across multiple communication channels that are on par with industry standards, VA will drive integrated technology initiatives. Such initiatives include Contact Center Modernization (White House / VA Hotline), Digital Modernization (VA.gov), and Enterprise Data Management.
Customer Experience Engagement
VA’s direct engagement with Veterans, their families, caregivers, and survivors provides through Community Veteran Engagement Boards (CVEB), Federal Advisory Committees (FACA), and strategic partnerships (like RallyPoint) dually provides VA with listening channels and informational distribution channels to foster two-way communications.
The 153 CVEBs across the country are building networks to improve Veteran re-integration and whole health. VA is planning to host 15 Veterans Experience Action centers this year across the country, and 8 Community Clergy Training Programs. In addition, VA supports VetTalkX to showcase the exemplary talents and experiences of nation’s Veterans.
Secretary Wilkie also hosts several live town halls a year, the most recent one was held on January 17th and can be watched here.
VA is getting stronger. We have a long way to go. We are making good progress. But we have much work ahead to be where we need to be in serving our nation’s Veterans. With your help and sharp focus on our priorities, we are on the road to becoming the world-class, 21st century healthcare institution and benefits and services resource our country owes them, and they have earned and deserve.