Marcy Jacobs
Looking for ‘balance,’ U.S. Digital Service team adapts to changes at VA
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’
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
But remember to "start with something."
VA celebrates early success metrics from the VA.gov relaunch
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
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
"It has to be that everyone here [at the Department of Veterans Affairs] has that customer experience mindset."
