Learning Is the Journey: From Process Reengineering to Systemic Customer-Service Design at the United States Department of Veterans Affairs, Veterans Benefits Administration

Abstract

This monograph borrows from multiple disciplines to argue for an organizational shift from process reengineering to system design to improve government customer-service delivery. Specifically, the monograph proposes a transformation in claims processing within the Veterans Benefits Administration (VBA), United States Department of Veterans Affairs (VA). A systemic approach embracing analytical understanding, holism, and emergent learning is required. The proposed system design is an attempt to place the disability claims process within a larger environment encompassing multiple dimensions of customers.

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Document Details

Document Type
Technical Report
Publication Date
May 23, 2013
Accession Number
ADA583989

Entities

People

  • Andrew Graf

Organizations

  • United States Army Command and General Staff College

Tags

Communities of Interest

  • Biomedical

DTIC Thesaurus Topics

  • Best Practices
  • Cognition
  • Complex Systems
  • Construction
  • Customer Services
  • Department Of Defense
  • Department Of Veterans Affairs
  • Doctrine
  • Governments
  • Health Care
  • Health Services
  • Management Personnel
  • Medical Personnel
  • Organizational Structure
  • Students
  • United States
  • United States Government

Readers

  • Rehabilitation and Prosthetic Care for Military Service Members and Veterans with Limb Loss or Disability.
  • Software Engineering.
  • Systems Analysis and Design