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VA reports customer service gains

The Department of Veterans Affairs this month issued another update chronicling its progress on converting the agency over to a customer service model.

The Department of Veterans Affairs this month issued another update chronicling its progress on converting the agency over to a customer service model.

According to VA, the third semiannual report on the “MyVA” transformation effort shows continued improvements in service delivery.

“Guided by veterans’ needs, we’ve left old, unresponsive ways of doing business behind,” stated VA Secretary Bob McDonald. “We’ve changed leadership. We’ve added staff. We’ve adjusted policies. We’re eliminating bureaucracy and unproductive work. We’re encouraging innovative approaches to serving veterans, and we’re sharing best practices across the department. In short, we’re making VA the high-performing organization that it can be, and that my fellow veterans, expect and deserve.”

The report highlighted a number of key results, including a rise in veteran trust that VA will accomplish its mission—from 47 percent in December 2015 to about 60 percent in June 2016. Among other things, VA also reported:

Faster completion of appointments—1.2 million more in fiscal 2016 than in fiscal 2015, partly attributable to 45 percent increase in community providers over last year.

Faster, more accurate processing of disability claims, with the average wait time to complete a claim reduced by 65 percent, to 123 days.

Shorter wait times for non-urgent care; by September 2016, the average wait time for a completed appointment was down to less than five days for primary care, less than seven days for specialty care, and less than three days for mental-health care.

Reduction in veteran homelessness, which was down 47 percent since 2010 nationwide.

See the report at: http://www.va.gov/myva/docs/MyVA-3-0-v9-digital-11816.pdf.

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