Customer Service

HARLINGEN, Texas — The Harlingen VA Outpatient Clinic held its [...]

HARLINGEN, Texas – September marked the U.S. Department of Veterans Affairs [...]

Customer service and implementation of the MISSION Act among VA’s top priorities

VA’s approach follows the President’s Management Agenda, which lays out a long-term vision for modernizing the federal government, and it's paying off.

"We have a solemn responsibility to Veterans—not just today, but in the months and years to come, to set the standard for the millions coming into our VA and for the millions who will join the ranks down the years."

One example is the Care in the Community Tool (CITCoM). This innovation improved the timeliness of the information transfer to third-party administrators as part of the Choice program. According to a VHA Product Effectiveness study, the tool cut the time by more than half and ensures Veterans’ records are transferred in the most efficient manner possible and increases care safety.

There is a perception that a lot of the regional offices’ decisions are appealed to the Board of Veterans’ Appeals. This is not accurate. Historically, only 4 percent of all claims the Veterans Benefits Administration decides are appealed to the board.

There are techniques that Veterans and their loved ones can learn to begin advocating for the quality of healthcare they have earned.

Sec. Bob McDonald’s push to improve the VA experience for [...]

When Secretary Bob McDonald took office he immediately set off [...]

In 2000, I ran. I was still running away from the guilt, shame, and anger of what I went through in the war. Chronic homelessness and life on the streets became my new reality until I found out about the VA Leeward CBOC in 2013. Another homeless Veteran friend of mine saw me on the streets and said he had been getting help from the H-PACT team. He told me to go get help.

Internal organizations to realign their existing structures VA today announced [...]