Improving the veteran customer experience and building trust

The US Department of Veterans Affairs (VA) established a customer experience office in 2015 to improve service delivery to its veterans and their families. In partnership with Medallia, they initiated the Veterans Signals (VSignals) program to gather real-time feedback, with AI-enabled insights helping to flag potential mental health crises. This improved approach has increased trust in the VA and received the Service to Citizens Award in 2019.