VA's Digital Refresh Enhances Veteran Outreach and Service Accessibility
The Department of Veterans Affairs (VA) is executing its largest-ever outreach campaign to connect veterans with benefits and services, emphasizing proactive communication and plain-language interactions. Barbara Morton, deputy chief veterans experience officer, highlighted the agency's commitment to a veterans-first vision, utilizing human-centered design to simplify digital services. Since 2018, the VA has consolidated multiple confusing websites into a unified VA.gov platform, serving as a digital front door for transactions like claims tracking and prescription refills. This transformation extends to mobile applications, allowing veterans to submit evidence and travel reimbursement requests easily. The agency measures success by tracking downstream enrollment activities, ensuring accountability in reaching unenrolled veterans. Recognizing diverse demographic preferences, the VA maintains traditional support channels, including 24/7 live-agent phone support, for those less digitally inclined. Additionally, the department is exploring artificial intelligence and automation to improve operational efficiency while preserving the human element of service delivery. This comprehensive strategy aims to meet veterans where they are, ensuring accessible, understandable, and effective support across all channels.
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VA's Digital Refresh Enhances Veteran Outreach and Service Accessibility
The Department of Veterans Affairs (VA) is executing its largest-ever outreach campaign to connect veterans with benefits and services, emphasizing proactive communication and plain-language interactions. Barbara Morton, deputy chief veterans experience officer, highlighted the agency's commitment to a veterans-first vision, utilizing human-centered design to simplify digital services. Since 2018, the VA has consolidated multiple confusing websites into a unified VA.gov platform, serving as a digital front door for transactions like claims tracking and prescription refills. This transformation extends to mobile applications, allowing veterans to submit evidence and travel reimbursement requests easily. The agency measures success by tracking downstream enrollment activities, ensuring accountability in reaching unenrolled veterans. Recognizing diverse demographic preferences, the VA maintains traditional support channels, including 24/7 live-agent phone support, for those less digitally inclined. Additionally, the department is exploring artificial intelligence and automation to improve operational efficiency while preserving the human element of service delivery. This comprehensive strategy aims to meet veterans where they are, ensuring accessible, understandable, and effective support across all channels.
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