Veterans Affairs Publishes Employee Experience Journey Map

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Agency officials believe positive employee experiences translate to improved service delivery to its veterans.

The Department of Veterans Affairs has identified the moments that matter in their employees’ careers and is sharing steps it is taking to improve them with all of government.

On Tuesday, VA released an employee experience journey map the agency called a “first-of-its-kind tool,” detailing important moments in its employees’ careers. Based on 11,000 insights from VA employees across 33 geographic areas, the map details dozens of engagements between the job-searching and application process all the way to retirement and post-work engagement with VA.

 “As we strive to give our veterans, families, caregivers and survivors every reason to Choose VA for their care, benefits and services, we also want our employees to remain a part of the VA family,” VA Secretary Robert Wilkie said in a statement. “Our more than 400,000 VA employees know serving veterans is one of the most rewarding careers in federal service, and the EX journey map helps empower our workers to better serve VA customers.”

VA has been at the forefront of improving customer experience across the federal government since 2015 when it launched its Veteran Experience Office wing to focus entirely on providing superior customer service to veterans. With the office came detailed journey maps outlining every engagement, or touchpoint, between veterans and VA, along with steps to improve those many interactions.

VA, too, played a central role in leading the cross-agency priority goal on improving customer experience under the previous President’s Management Agenda, which expired in September. Led by Veterans Affairs Department Chief Veterans Experience Officer Lynda Davis and Deputy Chief Veterans Experience Officer Barbara Morton, the duo left agencies—and the incoming administration—with a CX Cookbook of use cases and examples for improving service delivery. 

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