Lee Becker, Chief of Staff for the Department of Veterans Affairs’ Veterans Experience Office, spoke with Federal News Network’s Jason Miller about what VA is doing nationally to gain the trust of our Nation’s heroes. During the radio interview, Becker explains VA is making bold moves in the way customer experience is being infused into VA organizational culture.
To listen to the full interview click here https://federalnewsnetwork.com/federal-drive/2019/05/va-showing-great-strides-in-effort-to-rebuild-the-trust-of-veterans/
VA’s Veterans Experience Office has implemented several initiatives over the last two year’s to improve the customer experience. The Red Coat Ambassador program training was implemented at every medical center across the country to assist Veterans with navigating their health care system when visiting for an appointment. For example, the Salem VA Medical Center in Virginia views the Red Coat Ambassador program as key to daily operations, rotating ambassadors and volunteers to assist Veterans and visitors.
Another initiative instrumental in empowering VA employees to improve the customer experience is Own the Moment training. According to Becker, “Own the Moment Training enables a cultural change to make employees aware and empowered to own the moment. They have the ability to make the experience for the Veteran and their family members the best they can.” Own the Moment sessions cover the effectiveness, ease and emotion involved with Veteran customer interactions and help staff connect their motivation in working at VA and how they can consistently deliver the best experience for Veterans and their families.
For the Veterans Health Administration, the overall customer experience is improving. Since rolling out new customer experience initiatives such as Veterans Signals as a way of measuring trust, Becker explained, “trust is now at 87% across all VA hospitals and community clinics. This demonstrates the incredible progress they have made.”
Understanding moments that matter to Veterans and implementing standardized customer experience initiatives is the way VA will be able to rebuild trust and deliver exceptional customer service each time.