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A MESSAGE FROM THE OFFICE OF PUBLIC AND INTERGOVERNMENTAL AFFAIRS
See Video Here
Fellow VA Employees, since my arrival, you’ve heard me talk repeatedly about my main priority as Secretary: to give our customers the best possible experience the minute they encounter VA. I’m excited to announce that this Veterans Day, we’re going to do just that with the launch of the new VA.gov. What makes me most proud of this effort is that every corner of VA came together – across all offices and organizational boundaries – to listen to our customers and put Veterans first. Over 10 Million people visit VA’s websites each month. Many have a frustrating experience. They can’t find the tools and services they need. They’re confused by multiple VA brands.
In fact, one Veteran said, “I have no handle on VA…the hospitals are the only thing I can put my head around. There’s no storefront, no website.” How do we know this? We talked to them. In fact, we talked to 5,000 of them. But more importantly, we listened to what they had to say. Based on what we heard, we’re giving Veterans an easy way to log in on a centralized home page, access to the 20 top tasks 80% of them need most, standard design to eliminate confusion across VA services, and a personalized profile where they can do basic things like update their name and address in one location.
With just that one update, the information will flow across the VHA and VBA border continuing updates across multiple systems.
When we showed our customers these changes, they said: “Since you’ve updated it, it seems to send a message that VA cares enough to try to make it more accessible.” And “VA has pivoted from focusing on the organizational structure to helping me as a Veteran.” While this is just a first step in our digital modernization process it’s a major leap forward for providing exceptional customer service to those we serve. Take a look around VA.gov, kick the tires, and tell us what you think. Let us know where we can make improvements.
This Veterans Day, we’re going to provide our customers with one of the best digital experiences across the entire Federal government. It’s an exciting time to be at VA. And it’s my honor to be working with you.