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Customer Experience at Veterans Affairs

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Sarah Brooks



VA's veteran experience office is basically a startup of about 20 people, many from the private sector. Their brief: Shift Veterans Affairs toward a customer-first perspective.


This Presidential Innovation Fellow helped start the first-ever cabinet-level customer experience office in the US government, at the Veterans Affairs Administration.



PUBLISHED: Design and Government (Volume Vol. 27, No. 1) 2015


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