Healthcare IT News October 5, 2023
The U.S. Department of Veterans Affairs deployed AI models and predictive analytics to collect near real-time input on service delivery and gather actionable insights that helped it restore veterans’ trust in its services.
The U.S. Department of Veterans Affairs (VA), one of the largest cabinet-level departments, created the federal government’s first customer experience office in 2015 to better serve the 9 million military veterans and 55 million family members enrolled in its services. A year prior, the VA had found itself facing scrutiny and criticism for failing to treat veterans in a timely manner at many of its 170 medical centers and outpatient clinics.
The Veterans Experience Office sought not only to address this situation, but to restore trust in...
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