“The Veterans Affairs Department has been working to improve the experience it delivers to its customers—America’s veterans—and is set to enshrine a set of customer experience principles as part of its core values and ethics.”
“On Monday, the Office of Management and Budget will publish a final rule in the Federal Register officially adding the principles to the VA Core Values and Characteristics section of the Code of Federal Regulations, or CFR. The section will be renamed to reflect this, as well, with the new title “Core Values, Characteristics and Customer Experience Principles of the Department…”
“While the emphasis on customer service has been pervading the department, Lynda Davis, chief of the Veterans Experience Office, noted priorities could change under future leaders and administrations…” Read the full article here.
Source: VA To Codify Customer Experience As Part of Core Values – By Aaron Boyd, May 17, 2019. Nextgov.
