VA Making Changes

Veterans Affairs Department Secretary Bob McDonald outlined a set of changes aimed at improving how the organization serves veterans. First, VA will establish a department-wide customer service organization “to ensure we provide top-level customer service to veterans,” wrote McDonald in a Nov. 10 blog posting at VA’s website. Second, VA will create a single regional framework to simplify internal coordination, facilitate partnering, and enhance customer service. “This will allow veterans to more easily navigate VA without having to understand our inner structure,” wrote McDonald. Third, VA will set up a national network of community veteran advisory councils to coordinate better delivery of service with local, state and community partners, he said. Fourth, VA will identify opportunities to realign its internal business processes across its components into a shared model that leverages the same support services to improve efficiency, reduce costs, and increase productivity. These moves come after VA has faced damning charges of delivering unacceptable care to vets, including unethical behavior by some employees to cover up deficiencies. McDonald said the changes resulted from feedback from more than 2,000 VA employees.