Service Design for Government
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A hallway at a Veterans Affairs medical center

Why: Following their leading-edge customer-experience transformations, the Department of Veterans Affairs now looks to the next step in their CX maturity journey: improving the experience of the 390,000 employees in their workforce. We are working with the Veterans Experience Office and the Office of Human Resources and Administration/Operations, Security, and Preparedness to understand, design, and implement the optimal organization for the department’s new Employee Experience Office, which is the first of its kind in U.S. government.

What: Our analysts are using a human-centered design framework to understand VA employees’ needs around six key relationships with their work. Through an environmental scan and industry analysis, we have identified 30 EX services and capabilities VA needs to be a global leader in EX. We are now translating this strategy into the organizational design that will ultimately deliver a world-class employee experience at VA.