In 2010, then Secretary of Veterans Affairs (SECVA) Eric Shinseki recognized the need to transform the department and set out to modernize and improve Veteran Services by focusing on the in the areas of people, processes and technology. The department established as one of its priority goals to “Improve Veteran access to VA benefits and services.” In response to this goal, the department began a major transformation initiative. As part of this initiative, the Veterans Benefits Administration (VBA) established National Call Centers (NCC) to open channels of communication and allow claims processors to place greater emphasis on reducing the claims backlog. In doing so, the agency has realized much success in eliminating the claims backlog
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In FY15, daily call attempts exceeded 46,000 from Veterans and their dependents. This volume exceeds NCC capacity and leads to an increased number of dropped calls, decreased customer service, customer dissatisfaction, increased executive level inquiries and an overall diminution of trust within the Veteran population on a nationwide scale. In order to improve customer service and to satisfy Veterans’ needs efficiently, and effectively, it is imperative that VBA renew its commitment to Veteran centric communication by incorporating Veterans Service Representatives (VSRs) into the communication process thereby providing more personalized customer service rather generating impersonal and confusing form letters or providing ambiguous or scripted responses. However, due to the current level of claim receipts, projected workload, and budgetary constraints, major improvements in customer service will likely result in a competition of resources between the Veteran Service Centers and the National Call Center. This will require agency leaders to balance claim productivity and customer service with the goal of providing seamless and integrated services and support to Veterans and their …show more content…
Additionally, there is the potential for a decline in call volume, decrease in wait times and increased transparency resulting in a positive Veteran experience. Another short-term benefit is the positive impact related to employees’ interactions with Veterans and their dependents. The result of an increase in Veterans Service Center (VSC) employee engagement will result in greater customer satisfaction, derived from the personal engagement with Veterans and their dependents. Additionally, connecting with Veterans and gaining a greater understanding of their personal situation will assist employees in gaining a deeper understanding of the Veterans experience thereby improving their
In FY15, daily call attempts exceeded 46,000 from Veterans and their dependents. This volume exceeds NCC capacity and leads to an increased number of dropped calls, decreased customer service, customer dissatisfaction, increased executive level inquiries and an overall diminution of trust within the Veteran population on a nationwide scale. In order to improve customer service and to satisfy Veterans’ needs efficiently, and effectively, it is imperative that VBA renew its commitment to Veteran centric communication by incorporating Veterans Service Representatives (VSRs) into the communication process thereby providing more personalized customer service rather generating impersonal and confusing form letters or providing ambiguous or scripted responses. However, due to the current level of claim receipts, projected workload, and budgetary constraints, major improvements in customer service will likely result in a competition of resources between the Veteran Service Centers and the National Call Center. This will require agency leaders to balance claim productivity and customer service with the goal of providing seamless and integrated services and support to Veterans and their …show more content…
Additionally, there is the potential for a decline in call volume, decrease in wait times and increased transparency resulting in a positive Veteran experience. Another short-term benefit is the positive impact related to employees’ interactions with Veterans and their dependents. The result of an increase in Veterans Service Center (VSC) employee engagement will result in greater customer satisfaction, derived from the personal engagement with Veterans and their dependents. Additionally, connecting with Veterans and gaining a greater understanding of their personal situation will assist employees in gaining a deeper understanding of the Veterans experience thereby improving their