“Lee Becker, the chief of staff of VA’s Veterans Experience Office, said the department not only expects to exceed its long-term goal of improving customer service, but make it a permanent part of its employees’ expectations and actions.”
“Secretary Robert Wilkie recently signed an order to change the code of federal regulations—U.S.C. 38 CFR—to add customer service principles in part zero and to measure customer experience through how effective and easy it is to provide care to veterans…”
“Becker said by changing the CFR, VA now has more permanent and long-term rules in place so future administrations, based on that policy, can set the goals and objectives.”
“The decision to change the Code of Federal Regulations to include customer experience is part of the reason why VA won a 2019 Service to Citizen Award earlier this month.” Read the full article here.
Source: VA regulatory change driving a ’sustained organizational commitment’ to customer service – By Jason Miller, May 20, 2019. Federal News Network.
