Improving the veteran customer experience and building trust

The U.S. Department of Veterans Affairs (VA) created a customer experience office in 2015 to better serve veterans, using technology and customer feedback to improve service delivery. The VA partnered with Medallia to launch Veterans Signals (VSignals), a program using AI to identify potential mental health crises and offer real-time support, helping many veterans. Other advancements include simplifying access, expanding telehealth options, and improving trust in the VA. The Veterans Experience Office has won awards for its customer-centric approaches.