Joy White Deputy, North Atlantic District, Veterans Experience Office Our goal is to build trusted relationships, one Veteran, one colleague, one community at a time. August 25, 2016

Presenting Veterans Experience Veterans Experience

1. Veterans Experience at VA

2. VE Team and Districts Structure 3. Veteran Population 4. VA Driving Success

5. North Atlantic District Organizational Chart 6. District Team in Action 7. Discussion - Questions

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VA Secretary ’s Top Five Priorities

Improving the Veteran Experience Improving the Employee Experience Improving Internal Support Services Establishing a Culture of Continuous Improvement Enhancing Strategic Partnerships 3

Veterans Experience

Veterans Experience is not just one moment, but a series of moments that matter

“It is a proactive and deliberate orchestration of end-to-end journeys between a customer and a company. Each stage of the journey is architected to understand the emotions and needs of the customer and what he or she is trying to achieve. The work is then to unite the organizational silos to deliver a one-company experience, with value at each stage and across the journey.” Jeanne Bliss CXO Lands End, Microsoft, Caldwell Banker and All-State Insurance 4

Veterans Experience

We have national standards to ensure that we provide a consistent, highquality level of service for Veterans, regardless of VA facility

What are the dimensions of Veterans Experience?

We work to make the service feel predictable, by setting expectations with Veterans and making sure they understand where they are in the process.

We strive to engage and connect with Veterans through service that demonstrates empathy, making them feel like they are valued and heard.

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Veterans Experience

What are the dimensions of Veterans Experience?

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Veterans Experience

What are the dimensions of Veterans Experience?

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Veterans Experience

Veterans Experience Office brings new capabilities to VA

A new approach to Veterans Experience The Veterans Experience office was created to be the “steward” and “honest broker” for VA to achieve its mission to serve our nation’s Veterans. • We are agile, entrepreneurial, imaginative, with an enterprise view across the administrations. • We bring best practices from leading customer service organizations. • We use Human Centered Design to understand the pain points and unmet needs of our Veterans. • We have a common understanding for how we define and measure Veterans Experience.

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Veterans Experience

Function vs. Purpose: What you do vs. Why you do it.

The VE Mission Function: Create a seamless, end-to-end journey for our Veterans across lines of business, administrations, facilities and offices.

Purpose: Build trusted, lifelong relationships with our Veterans and their families.

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VE Team Operating Model Veterans Experience

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VE Team Capabilities & Initiatives Veterans Experience

About Our Team Capabilities • Customer & Employee Insight • Service Design • Veterans Experience Measurement • Contact Center Operations • Network of MyVA Communities • Data Analysis/ VRM • Field Operations

VE Initiatives • Vets.gov • MyVA 311 • Authoritative Veteran Record • Journey Maps • VE Measurement • Plain English initiative • MyVA Communities • CX Module • Comp & Pen Exam Process • VHA Front Line Initiatives 11

How are the VE Team and Districts structured?

Pacific District

Mid-West District

Continental District

North Atlantic District

VE: HQ Team Southeast District

“Center of Excellence” for customer insight, design, and measurement

. DVEOs: District Veterans Experience Office Teams

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The North Atlantic District is the first of the five districts to launch and represents more states than any other (15 total)

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The District’s Headquarters are located in the New York Regional Benefits Office

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The North Atlantic District VE Team is fully operational as of May 2016.

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State of North Atlantic District

VE APG BASELINE VE is designed and measured from the Veterans point of view % Agree or Strongly Agree

% Agree or Strongly Agree

DEC 2015 (n=1,447 )

JUNE 2016 (n=24,415)

“I trust VA to fulfill our country’s commitment to Veterans”

47%

55%



“I got the service I needed”

65%

72%



“It was easy to get what I needed”

46%

61%



“I felt like a valued customer”

54%

63%



VE Measure

VETERANS EXPERIENCE

BRAND

EFFECTIVE EASE EMOTION

Change

Acknowledgements: National Center for Organizational Development Dr Scott Moore for supporting VE with survey analysis; VHA Operational Excellence Dr Steven Wright for support with panel testing.

Working Draft, Pre-Decisional, Deliberative Document – Internal VA Use Only

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Driving Success

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North Atlantic District (NAD) Veterans Experience Team

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The District Team In Action On April 16, 2016, Todd Tinius, NJ Field consultant attended the 2nd Annual Veterans Health and Wellness Expo at Centre State Hospital in Freehold New Jersey.

On April 7, 2016, Frederick White, WV Field Consultant met with the Director of the WV/Grafton National Cemeteries and the Caseworker with US Senator Joe Manchin's Office. The WV Field Consultant attended the first stakeholder meeting with the Honor Guard.

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The District Team In Action On April 7, 2016, Jim Wartski, VEO NAD Director and Todd Tinius, NJ Field Consultant attended the Berkeley College 4th Annual Salute to Veterans Gala. At this evening formal, they met keynote speaker Lt. General Guy Swan, USA (Ret.) and guest speaker Earl Granville (amputee and motivational speaker http://unstoppableheroes.com/earl-granville/) and several other local, county, and state veterans support stakeholders.

Joy White, Deputy District VEO and Christopher, Hluchyj, DC Relationship Manager attended the 2016 Blue Star Families Celebration. This event was held to honor the Blue Star families and present community awards to leaders in the nation and local community.

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The District Team In Action On April 15, 2016, Carlos Robinson, Delaware Field Consultant participated in the Groundbreaking Ceremony for the brand new Community Based Outpatient Clinic (CBOC) that will be located in Sussex County Delaware.

On April 9, 2016, Todd Tinius, NJ Field Consultant attended an Open House at the Bergen Equestrian Center in Leonia NJ, featuring a demonstration of Equine Assisted Therapy for PTSD, sponsored by Bergen Equestrian Center, Columbia University Dept. of Psychiatry, and New York State Psychiatric Institute.

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The District Team in Action Slavko Miling, Field Consultant for New England met with leadership and program staff at the Portland CBOC. MA Field Consultant and Nurse at Portland CBOC, Maine Healthcare System in front of “Celebrating the Art of Veterans display.

On April 2, 2016, Tony Davis, Relationship Manager attended a day of Vietnam Veteran recognition events hosted by the United War Veterans Council. At this event the RM was able to get acquainted with the Chairman of the United War Veterans Council.

Resource Expo following Wreath Laying Ceremony on 2 April 2016.

US Marines standing ready at the Wreath Laying Ceremony.

VA Mobile Care unit outside Resource Expo.

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Questions?? Welcome