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| Photo: iStock/ipopba |
Speaking at the 2019 PSC Tech Trends Conference, VA leaders
outlined the agency’s efforts to consolidate technical advances around a
singular focus on improving user experience.
Convening for a VA-centered panel hosted by Chief
Modernization Officer Suraf Asgedom, Chief of Staff of the Veterans
Experience Office Lee Becker, Director of Enterprise Measurement Anil
Tilbe, and resident statistician David Maron outlined how the agency’s
increasingly sophisticated IT initiatives ultimately return to this
recent push towards reforming veterans care.
Summarizing the agency’s perspective, Asgedom emphasized
three pillars of the VA’s ongoing modernization efforts - to transform
systems, simplify operations, and empower both VA employees and veterans
to embrace change. Despite the sheer breadth of agency reforms, Asgedom
noted they centered on a single philosophy, “This is driven in support
of customer service.”...
AI processing and data management can ultimately be used to improve
customer care and human-centered design for these complex segments,
Tilbe concluded.
