Veterans Affairs Secretary Robert McDonald has announced plans to implement a major initiative aimed at improving the provision of healthcare products and services to veterans.
In a memo sent to employees on Monday, the VA chief proposes to establish an internal customer service organization that would be led by a chief customer service officer and monitor care delivery.
VA also seeks a regional framework designed to make it easier for veterans to navigate the agency’s health system as well as streamline coordination within the department, according to McDonald.
He called on the agency to expand partnerships with local, state and community organizations by forming a Community Veteran Advisory Councils network and adopt a shared services model for managing departmental processes.
“Right now, we’re looking at options used in the private sector to enhance our rapid delivery of services, and also at our own business processes that are suited for shared services,” he stated.
McDonald says the agency has launched My VA Idea House intranet for VA employees to share their feedback and ideas on how to address gaps in healthcare for veterans and their families.