The Department of Veterans Affairs has spent the last two years transforming how it interacts with veterans, taking the best ideas from all over (including the business world) to upgrade your customer experience. Here are nine improvements — big and small — you may not believe.
1. A new call number that’s easy to remember.
Can’t remember which of our more than 1000 phone numbers to call? Me neither. Now, we only have to call one phone number: 1-844-MyVA311. The number will route you to the right place. If you do know the right number to call, you can still call that number.
2. Someone to actually answer your call.
The only number I can ever remember is number for disability claims and other benefits. Believe it or not, people are actually answering the phone now, on average in under five minutes. Employees in some of our contact centers report veterans temporarily forgetting why they called because they are stunned by how quickly someone answered the phone.
3. One call does it all.
Veterans in crisis are no longer asked to hang up and dial the Veterans Crisis Line. This month our medical centers, benefits line and MyVA311 will automatically connect callers to the Veterans Crisis Line if they “press 7.”
4. Total online resource.
Working toward one website and logon – Vets.gov – that now lets you discover, apply for, track, and manage the benefits you have earned, all in one place. One site, one username, one password. Track the status of your disability claim, apply for your GI Bill, and enroll in health care, on a site that’s mobile-first, accessible (508 compliant) and designed based on Veteran feedback. All Veteran-facing features will be migrated to vets.gov by April 2017!
5. Now you can actually find your service center.
Have you ever tried to use the VA.gov facility locator? If you have, you know it was essentially an address that you had to copy and paste into Google maps and hope for the best.
Now, we have one on Vets.gov that uses Google maps — and provides an initial set of VA services at those facilities. Try it here.
Additionally, maps are notoriously bad at being accessible to screen readers, but the Vets.gov facility locator is accessible and has been tested with blind and low vision veterans.
6. There’s an app for that.
Veterans can call or text the VCL with just one click from a mobile device using vets.gov.
7. No more waiting.
When you’re sick or in pain, you really want to see a doctor that day and now you can. Same-day appointments in our clinics are available when a provider determines a veteran has an urgent or emergent need that must be addressed immediately.
8. Claims are processed faster.
In 2012, some received disability claim decisions after more than two years. Now, after a series of people, process and technology changes, claims take an average of 123 days to complete. But VA is taking it a step further, looking at how it can improve veterans experiences around the compensation exam.
9. Taking out the middleman.
Need hearing aids or glasses? No need to see your primary care physician just to get a referral. Go ahead and make an appointment directly with both optometry and audiology.
These are just nine ways the VA is joining the modern world to better serve you. Watch for more.