WASHINGTON – The Department of Veterans Affairs (VA) Insurance Center received top honors for overall excellence in customer support from a group representing help desks, call centers and other customer service operations in the government.
“This award is further recognition of VA’s track record for success in providing services to veterans as efficiently and as conveniently as we can,” said Secretary of Veterans Affairs Anthony J. Principi.
The award came from the Government Contract Center Community of Practice, which examined 32 entrants from federal, state and local consumer assistance centers and Web portals in four categories. Winners were selected for their excellence in internal and external customer support.
Located in Philadelphia, VA‘s Insurance Center handles more than 60,000 telephone calls monthly, an operation requiring 80 toll-free lines and about 100 employees. The center administers six nationwide life insurance programs for veterans, constituting 1.8 million policies and $19.4 billion of coverage.
The Insurance Center‘s “signature service” program means that insurance specialists are responsible for all aspects of the calls they receive. Their responsibility for follow-through also applies to issues that arise by letter.
In September 2002, the center received VA’s highest award for customer service, the Robert W. Carey Award. In December 2003, it earned the highest rating of all government agencies in the independent American Customer Satisfaction Index.
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