Carie Curtis is being recognized for his efforts in leading the Enterprise Measurement and Design Director (EMD) to develop methods for Veteran feedback and conduct human centered design techniques for understanding the Veteran’s experience. The goal is to equip staff with real time data and tools that align activities around the items most valued by Veterans. These efforts support transformation of the VA to a customer centric organization. EMD deployed 28 digital feedback capabilities, providing 9.6 million Veterans with an opportunity to be understood. Further, qualitative field research in collaboration with 980 Veterans, family members, caregivers, survivors, employees and non-VA professionals from 39 locations across the country were used to validate the data.
EMD partnered with Office of Management and Budget (OMB), General Services Administration (GSA) and the Office of Personnel Management (OPM) to produce the first cross agency citizen journey map. An article was published to aid other federal agencies in standing up a CX program. In partnership with the Office of Personnel Management (OPM), EMD developed a roadmap to spread and scale the use of human centered design that places the customer at the center of the process. These products served as the foundation for an enterprise-wide effort to infuse innovative customer-centered approaches administered by VA staff.
EMD developed software that was implemented across suicide prevention, homelessness, and mental health cases leading to early interventions on 1,400 cases of suicide and homelessness. These digital feedback listening channels not only saved lives, leading to early interventions on 1,400 Veterans, families, caregivers, and survivors, but also provided opportunities for immediate service recovery and long-term program and system improvements. These efforts are consistent with the President’s Management Agenda (PMA) Cross-Agency Priority (CAP) Goal Improving Customer Experience across the Federal Government.
How are they measuring success? Measuring Veterans Trust in VA from second-quarter of fiscal year 2016 to fourth- quarter of fiscal year 2019, Veterans Trust increased from 55% to 72%; Ease increased from 61% to 71%; Effectiveness increased from 72% to 76%; and Emotion increased from 63% to 73%. EMD continues to develop innovative strategies for improving the Veterans Experience.
The VA has made tremendous progress in improving the experience for Veterans, families, caregivers, and survivors. This improvement in experience was due to the VA’s ability to capture the customer experience (CX) quantitative and qualitative data in understanding the Veterans needs and co-design solutions in a collaborative process.... between Veteran and employees. The team responsible for this effort is the Veterans Experience Office (VEO) Enterprise Measurement and Design (EMD) Directorate.