Marcy Jacobs

Looking for ‘balance,’ U.S. Digital Service team adapts to changes at VA

by • 5 months ago

The VA Digital Service team has been moved under the department's Office of the CTO. Is this the story of a fraught partnership between two very different organizations, or one about the successful long-term adoption of digital service?

VA adds customer experience as one of its ‘core values’

by • 1 year ago

CX has been a priority for the department's digital services team, but now it's officially on the books as part of the VA's core "Values and Characteristics."

Customer experience is a whole-of-agency endeavor, leaders say

by • 1 year ago

But remember to "start with something."

VA celebrates early success metrics from the VA.gov relaunch

by • 1 year ago

The Digital Service team at the VA talks about what's coming next.

VA Digital Service unveils new VA.gov in time for Veterans Day

by • 2 years ago

All the tools on user-centered Vets.gov have been migrated to the agency's primary web address.

VA Digital Service leader Marcy Jacobs on building a more customer-focused VA

by • 2 years ago

"It has to be that everyone here [at the Department of Veterans Affairs] has that customer experience mindset."

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