VA’s Digital Decade: 10 years of transforming how the agency connects with veterans
The Department of Veterans Affairs launched the Veterans Experience Office (VEO) in January 2015 as part of broader efforts to rebuild trust with its customers — U.S. veterans, their families, caregivers, and survivors. Leaning in to targeted digital communications and an enterprise approach to digital outreach laid the foundation for gathering the subscribers and insights needed to enhance veteran customer experience, guiding them through key moments that matter. Deploying an enterprisewide digital communications platform and building a trusted relationship based on veteran preferences, needs and interests were hallmarks of VEO’s early leadership in customer experience. Ten years later, CX remains a high priority as lessons learned, best practices, and emerging technologies bolster improvement strategies.
