“According to a 2019 Gallup poll, the Department of Veterans Affairs ranked as America’s least favorite federal agency for the fourth year in a row. Among veterans themselves, the numbers demonstrate that the VA needs to continue to lean in and serve the Veteran – less than half of veterans in 2019 said the government has provided them with excellent or good services. So, what exactly, has gone wrong at the VA?”
“The need for reform at the agency is something those of us working in federal technology and services have known for some time. For years, the VA has been bogged down with a 20th century citizen experience model that silos its systems and prevents Veterans from receiving the care and experience they deserve. It’s a sure bet that this outdated model has contributed to the poor public opinion numbers for the agency. And who can blame the veteran and their families for the direct and honest feedback?”
“The Citizen Experience (CX) is a hot-button topic across in the Federal space in these days. It crops up at every Federal technology conference and panel, and across the board Federal agencies are slowly starting to recognize the vital role CX plays in building trust between citizens and the Federal government. The VA has started to move the ball forward too, but still hasn’t linked the communication points across its different systems—a disconnect that leads to frustrating experiences for veterans as the agency struggles to verify them in a timely manner…”
“Establishing an efficient authentication experience involves bringing together all avenues of contact together into a cohesive whole. This can include a hotline, a call center, kiosk, or an online messenger service. Omnichannel authentication is the solution that would bring a veteran’s siloed points of communication together, enhancing transparency from the agency and improving trust in its abilities…” Read the full column here.
Source: Delivering the authentication experience that veterans deserve – By Suzanne Charleston, January 27, 2020. FCW.
