Accession Number:

ADA583989

Title:

Learning Is the Journey: From Process Reengineering to Systemic Customer-Service Design at the United States Department of Veterans Affairs, Veterans Benefits Administration

Descriptive Note:

Monograph

Corporate Author:

ARMY COMMAND AND GENERAL STAFF COLL FORT LEAVENWORTH KS SCHOOL OF ADVANCED MILITARY STUDIES

Personal Author(s):

Report Date:

2013-05-23

Pagination or Media Count:

78.0

Abstract:

This monograph borrows from multiple disciplines to argue for an organizational shift from process reengineering to system design to improve government customer-service delivery. Specifically, the monograph proposes a transformation in claims processing within the Veterans Benefits Administration VBA, United States Department of Veterans Affairs VA. A systemic approach embracing analytical understanding, holism, and emergent learning is required. The proposed system design is an attempt to place the disability claims process within a larger environment encompassing multiple dimensions of customers.

Subject Categories:

  • Administration and Management
  • Government and Political Science

Distribution Statement:

APPROVED FOR PUBLIC RELEASE