Earlier this week, I spent a coupla afternoons listening to proposals from VA rank-and-file employees. They were all very dedicated to much better supporting their customers, veterans of wars including Iraq, Afghanistan, Vietnam, Korea, WW II.
Each one of them was also committing to providing better customer service, and had great ideas, but no one in leadership was listening, until now.
Here's my take in more detail, as I wrote it for myself while sleepless coupla nights ago.
- VA rank and file are dedicated in a major way to better supporting vets
- They know how to do much better, including fixing processes and cutting need for red tape.
- They didn't have a way to get it done, until …
- Now … they have the means to get heard, online, and leadership is committed to hearing them and to really doing something about it
- Process improvements and red-tape-cutting has already started.
Since I'm no VA expert,and not sure what I can disclose, I'd speak generically about two "easy" efforts.
7. if filling out a form takes a lot of work, and actually doesn't accomplish doing anything, stop doing that.
My hidden agenda… I've been spending a lot of time with workers from a bunch of agencies across Washington and across the US. What I say here applies only everywhere.
So, I'm already nudging, mostly quietly, to the next step.