The Department of Veterans Affairsâ office for customer service improvement plans to launch a Customer Experience Institute that will work to oversee interagency collaborations on CX efforts, Fedscoop reported Thursday.
The VAâs Veterans Experience Office, established in 2015, was designated as a leader for the Trump administration’s customer experience improvement initiative under the Presidentâs Management Agenda in 2018. The new institute will work to sustain and formalize all CX-related activities across the federal government.
âWe have credibility in this space because weâve actually been able to build and mature customer experience capabilities,â said Barbara Morton, deputy chief of the VEO. According to Morton, the government also needs to consider experience metrics in addition to operational metrics when evaluating programs.
âIn government, we have an important opportunity to expand the way we think about measures of success,â she said.