{"id":11982,"date":"2019-02-14T14:30:05","date_gmt":"2019-02-14T14:30:05","guid":{"rendered":"https:\/\/one.sightlinemg.com\/federaltimes\/uncategorized\/2019\/02\/14\/how-a-quick-fix-skyrocketed-vagov-satisfaction-scores\/"},"modified":"2026-08-08T04:22:03","modified_gmt":"2026-08-08T04:22:03","slug":"how-a-quick-fix-skyrocketed-vagov-satisfaction-scores","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/federaltimes\/it-networks\/2019\/02\/14\/how-a-quick-fix-skyrocketed-vagov-satisfaction-scores\/","title":{"rendered":"How a quick fix skyrocketed VA.gov satisfaction scores"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The U.S. Digital Service and the Department of Veterans Affairs launched an effort in March 2018 to redesign and streamline the <a href=\"http:\/\/va.gov\/\" target=_blank>VA.gov<\/a> site. They didn\u2019t change much actual content, but instead reorganized and reframed web pages to make it easier for veterans to find the information they needed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The project was completed in November 2018, and customer satisfaction with the altered web pages increased over 20 points in the months that followed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe satisfaction went from a 55 to a 67 essentially overnight by providing customization, plain language, one version of any of the content or one version of the tool people were trying to get to, and overall people were much, much happier,\u201d Chris Johnston, product manager of digital service at VA, told Federal Times.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Marcy Jacobs, executive director of digital service at VA, that increased satisfaction also led to more veterans using online services, which both makes their lives easier and saves the agency money.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAggregating that information and making it easier for people to find without changing the healthcare application \u2014 years ago we redesigned the healthcare application but we didn\u2019t do that on this launch, we just put it front and center on the homepage \u2014 that increased the traffic to the healthcare application by 52 percent,\u201d Jacobs told Federal Times.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Use of online forms for education benefits jumped by nine percent.<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/federaltimes\/it-networks\/2018\/07\/25\/inside-the-agency-where-you-wish-you-worked\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/20180619_USDS_066.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">Inside the agency where you wish you worked<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">The U.S. Digital Service doesn&#039;t look or operate like a typical government office. Step inside an organization bringing private sector innovation to public sector problems.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">\u201cIn the private sector even just nine percent, let alone 50 percent increase overnight in any transaction you were trying to improve, would be monumental,\u201d said Johnston.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The project organized the many benefits veterans receive into eight content areas \u2014 healthcare, disability, education and training, careers and employment, pension, housing assistance, life insurance, and burials and memorials \u2014 plus a records section that helps vets find out what information the agency has on them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The site also gave users the ability to change their address information online, which could previously only be done over the phone.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cYou take people out of the call center lines, people who don\u2019t want to call somebody but want to go just update their address online, which they previously couldn\u2019t do but now they can do. That\u2019s been the No. 2 called about thing. Maybe that\u2019s a short call and it only costs $8, maybe, but those were people that were getting out of that line, and to do it online, self-service is pennies,\u201d said Jacobs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cYou\u2019re kind of the expert on where you live, so we should show you where we think you live and, if that\u2019s wrong, let you update it. And not update it in the 87 places \u2014 not exaggerating \u2014 that it lives, but let you update it once, and then we take care of propagating that to all the other places.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Jacobs, the agency wastes a lot of money on unopened mail, approximately 40 percent of which is sent to the wrong address. Making it easier for someone to update their address themselves may significantly cut into that number.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Compared to most government software projects, the redesign of <a href=\"http:\/\/va.gov\/\" target=_blank>VA.gov<\/a> was relatively fast \u2014 approximately eight months \u2014 and relied on a team of about 40 to 50 people at its largest, a small number compared to the 7,702 employees in the VA office of information technology.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The project in total updated 200 to 300 of the site\u2019s approximately 2,000 web pages, but that narrow focus was the key to its success.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cI think that\u2019s something that a lot of agencies struggle with, is that they try to do everything at once, they try to do too much at once. And I think that they end up going a mile wide and an inch deep, and they end up delivering nothing,\u201d said Jacobs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThey write down requirements for two years, they try to write down every possible permutation, and then they try to do everything.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Johnston, part of the problem is that the government\u2019s mentality about building stuff is better suited for physical objects than software.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe government has a way of buying and building stuff. If you\u2019re going to build a battleship, you\u2019re going to make blueprints for it, you\u2019re going to hire somebody to do that, and then you\u2019re going to hire somebody to build the battleship \u2026 and eight years later you\u2019re going to have a battleship,\u201d said Johnston. \u201cSoftware is not the same. Software is almost a living thing that needs constant attention.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Jacobs, USDS is one of the few government organizations taking such an approach to software, but their work is applicable across nearly all government agencies.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe\u2019re kind of the only ones building the forms and building the functionality. But it certainly doesn\u2019t need to be that way, and we don\u2019t want to be the bottleneck.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The team is now planning to get to work on other pages of the website, improving the user portal and potentially creating a system that pre-fills forms for service members transitioning into veteran life.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A team at the Department of Veterans Affairs and U.S. Digital Service reworked over 200 pages of the VA.gov site to better the veteran experience.<\/p>\n","protected":false},"author":7,"featured_media":37597,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","_acf":"","_yoast_wpseo_primary_category":14,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","_smg_distribution_targets":[]},"categories":[106,31,110,14,33],"tags":[],"coauthors":[2853],"class_list":["post-11982","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-daily-brief","category-home","category-it-cloud-report","category-it-networks","category-newsletters"],"acf":{"subheadline":"","legacy_arc_id":"VNBLKNRRNJGQVIHH4R43BEIOFI","arc_canonical_url":"\/it-networks\/2019\/02\/14\/how-a-quick-fix-skyrocketed-vagov-satisfaction-scores\/","remove_feature_photo":false,"is_sponsored":false,"subtype":"","redirect_url":"","disable_inline_ads":false,"native_logo_pretext":"Presented 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