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VA To Codify Customer Experience As Part of Core Values

The Veterans Affairs Department has been working to improve the experience it delivers to its customers—America’s veterans—and is set to enshrine a set of customer experience principles as part of its core values and ethics.

On Monday, the Office of Management and Budget will publish a final rule in the Federal Register officially adding the principles to the VA Core Values and Characteristics section of the Code of Federal Regulations, or CFR. The section will be renamed to reflect this, as well, with the new title “Core Values, Characteristics and Customer Experience Principles of the Department.”

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