customer experience

VA is using artificial intelligence (AI) systems capabilities leveraged by customer feedback industry best practices to identify and reach out to Veterans in crisis.

The study also credits improved Veteran trust of the department to recent customer experience programs within the Veterans Health Administration. In September 2019, 88% of Veterans nationwide said they “trust the VA for their health care needs” when responding to an outpatient health care survey, up from 85% two years earlier. The percentage of Veterans who said they trust the VA to fulfill our country’s commitment to Veterans increased to 72% in April 2019, from 59% in July 2016.

Veterans Canteen Service sponsors 50 Veteran athletes to attend National Veterans Wheelchair Games through sale of Red Coat Ambassador apparel, then greet Veterans and their families at the event.

Lighthouse aims to create a single front door for VA’s Application Programming Interfaces so that the department can better meet the needs of Veterans and their families.

The Service to the Citizen: Champions of Change Program recognizes those public servants and their industry partners who demonstrate excellence in their delivery of services that impact the publics' lives.