Combat & Casualty Care

Q4 2016

Military Magazines in the United States and Canada, Covering Combat and Casualty Care, first responders, rescue and medical products programs and news\Tactical Defense Media

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information technology and automation, enabling us to focus on exceeding customer's expectations for service levels, quality and lower costs for the activities that directly impact Veteran's healthcare, benefits and memorial services," remarked Muir. "We are at a unique point in history to make substantive changes to our processes to become a more Veteran-centric organization," he emphasized. Implementation The VA is today moving towards implementation of a MyVA mapping capability where the agency delivers improved customer support services when needed. "We had to answer the question and prove how establishing a new HR enterprise center delivers better customer service," noted Muir. We are early in this journey but have already earned the trust of leadership through proven performance. For the first time in VA's history, we are measuring performance of our enterprise centers in a transparent, meaningful way. We are benchmarking our current levels of performance using a dashboard holding us accountable to our customers and governance board." What makes the MyVA effort unique is that the Administration manages a $1.1B franchise fund, a revolving fund to recover costs, develop a capital reserve, and make sound investment decisions to innovate and expand services. "By measuring our performance in a transparent, data-driven way, we are able to move at the speed of opportunity and make good business decisions to invest franchise fund reserves to stand up new enterprise centers that solve pain points for our business leaders and facility directors, and directly contribute to better lives for Veterans and their families," remarked Muir. "We are literally changing all of our business processes to focus on the Veteran's journey – to make VA easy, effective and emotionally connected to delivering a consistent Veteran experience at all touch points in their journey to receive the health care and benefits they have earned through their service to our country," noted Muir. "Our journey is very much like the large private sector company's journey to shared services – it requires high level buy-in to be successful. We began our journey by redefining the work that supports consistent Veteran outcomes, in particular HR, IT, finance, procurement and leasing." The VA is looking at work supporting improved employee outcomes like enterprise training. As such, the Administration is re-designing itself to deliver improved customer satisfaction, service quality, while reducing costs across the board. More info: 10-12 January 2017 Hyatt Regency Crystal City Registration Opens 1 November WWW.NAVYSNA.ORG Distributed Lethality: Enabling Sea Control 29th National Symposium "We are literally changing all of our business processes to focus on the Veterans' journey" — Thomas Muir Winter 2016/2017 | Combat & Casualty Care | 27 Agency Spotlight Veterans Administration

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