))
S3E2: How VA Built 80% Trust With Veterans
Manage episode 458939400 series 3415818
Content provided by Fors Marsh Media. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Fors Marsh Media or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
The U.S. Department of Veterans Affairs (VA) created its Veterans Experience Office (VEO) in 2015 with the goal of integrating a customer experience (CX) approach to veteran care, benefit, and service delivery. Since the office’s launch, VA has measured that veteran trust in the department has grown from 55% to 80%. Because of VEO’s collaboration with VA's administrations, veterans have been able to more easily navigate VA websites, have more streamlined and empathy-driven medical care, and more. Denise Kitts, VEO’s enterprise measurement and design executive director, helped stand up VEO and has been a key player in improving how veterans, their families, and their caregivers interact with VA. She joins us in this episode to learn how CX has transformed the way veterans can get the service they need from VA and the role CX plays in building trust with veterans.
Denise Kitts is the VA VEO executive director of Enterprise Measurement and Design. She rejoined VEO in 2022 after helping establish the office in 2015. She is responsible for the VA Qualitative and Quantitative Data Strategy and for deploying VA’s Trust Survey, along with other operational and program-level surveys. She was chief data technology officer for the chief technology officer prior to rejoining VEO.
More Links and Information
Check out more Fors Marsh Media
Connect or partner with Fors Marsh
37 episodes
Share
