The Veterans Benefits Administration’s (VBA) mission is to serve as a leading advocate for Servicemembers, Veterans, their families and Survivors, delivering with excellence Veteran-centered and personalized benefits and services that honor their service, assist in their readjustment, enhance their lives, and engender their full trust. VBA strives to provide excellent customer service to ensure Veterans receive prompt and accurate answers to their questions and are always treated with kindness and respect.
Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.
View CX Feedback Data Digital Analytics Data Operational Data Reporting Notes
During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.
The Education Call Center (ECC) delivers benefits and services to Veterans across the entire Nation and foreign countries. VBA is planning to continue to improve the ECC, located in Muskogee, Oklahoma, by providing an updated National training plan for agents and focusing on first call resolution. Agents are also able to address all hardship related issues at point-of-call, which allows these claims to be processed within 24 hours and payment to be issued within three to five business days.
VBA continues to modernize its National Call Center (NCC) model at all 8 sites (Columbia, SC; Cleveland, OH; Nashville, TN; Philadelphia, PA; Phoenix, AZ; Salt Lake City, UT; San Juan, Puerto Rico; and St. Louis, MO) to provide multiple access channels and increased point-of-interaction resolution options. The multi- channel model provides traditional and interactive care including live phone agents, e-mail, and live chat. Enhancements are expected to eliminate the need for Veterans to submit written forms and information and ensure that dependency-related issues are processed in the most efficient and effective manner possible.
