Learning Is the Journey: From Process Reengineering to Systemic Customer-Service Design at the United States Department of Veterans Affairs, Veterans Benefits Administration
ARMY COMMAND AND GENERAL STAFF COLL FORT LEAVENWORTH KS SCHOOL OF ADVANCED MILITARY STUDIES
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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.
- Administration and Management
- Government and Political Science