Improving Customer Service
summary
Government launches eBenefits portal that lets veterans see claim status, shows exactly what VA is waiting on, and reduces the need for phone or office visits; claims processing is being automated after a year when average disability claims took about 160 days and the press cited a perceived backlog of ~1,000,000. A simple interoperability effort called Blue Button is live for personal health data. Private-sector model: web community platforms that surface questions, let customers self-help, and empower reps to “pull the rip cord” to stop broken processes.
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chapters (6)
- 0:00Improving government service
- 1:00Challenges at the VA
- 3:38Community-based engagement
- 6:01VA modernization efforts
- 10:23Cross-agency collaboration
- 12:23Future of public engagement
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