VA moves to overhaul customer service [View all]

http://www.stripes.com/news/va-moves-to-overhaul-customer-service-1.313457

VA moves to overhaul customer service

By Travis J. Tritten
Stars and Stripes
Published: November 10, 2014

WASHINGTON — The VA unveiled plans Monday to streamline veteran customer service as part of Secretary Bob McDonald’s effort to overhaul the agency after a nationwide scandal in its health care system.

The VA will set up a new department-wide organization, to be helmed by a chief customer service officer who reports directly to McDonald, to oversee veteran access to services, according to a news release. It will also create a national network of veteran advisory councils to help improve service.
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The secretary told CBS’ 60 Minutes on Sunday that he envisions a single VA website that vets can access with a single password, instead of the various sites and passwords now needed. McDonald said the VA also plans to have general customer service representatives that can assist vets with any issue related to their benefits.

The network of veteran advisory councils will help to fine-tune the services, according to the release.
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