The Department of Veterans Affairs (VA) works diligently to provide services to millions of our nation’s veterans, their families, caregivers, and survivors. To give veterans a voice and to understand their perspectives, VA created the Veterans Experience Office (VEO), charged with collecting qualitative and quantitative customer experience (CX) data and continuously working to improve and enhance VA services based on that data. Booz Allen helped VA pioneer a repeatable, scalable CX measurement capability that uses human-centered design (HCD) and advanced analytics to understand the moments that matter to veterans—and helps save lives.
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