Enhancing the Veteran Experience

Timely, relevant, and empathetic information can guide veterans to better use their benefits

The Department of Veterans Affairs (VA) is a complex and dynamic agency, charged with supplying services for every aspect of the post-service life of 21 million vets and their families. The VA’s 412,892 employees within 27 offices and administrations handle implementing thousands of missions, programs, and services ranging from primary care to cemetery upkeep. Like many government agencies, each service of the VA interacts with veterans and beneficiaries at sensitive, critical times in their lives. The VA sees each touchpoint, communication, and interaction as an opportunity to extend empathy, strengthen its foundation of lasting trust, and improve service delivery.

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