Government Matters: Barbara Morton Tags: 2022 Sammies, Government Matters Series Back to All Videos The Department of Veterans Affairs (VA) oversees the care of over 9 million vets. Within the agency, the Veterans Experience Office (VEO) works to make sure the experience of accessing benefits is easy and seamless. The VEO was established in 2015 after the VA medical center wait time crisis, when the department recognized it did not have an enterprise-wide mechanism to understand customer experience, said Barbara Morton, deputy chief veterans experience officer.The office created a VA Trust report that led to an increase in veteran trust by over 20%, said Morton, and improved the department website, which increased customer satisfaction.She said the VEO uses human-centered design and surveys to translate data into tangible actions.
