The Department of Veterans Affairs is placing the veteran at the center of every digital service. With the expansion of benefits following the passage of the PACT Act and new tools like VA’s Health and Benefits mobile application, customer experience plays a critical role in how veterans access their services. VA’s Chief Experience Officer John Boerstler joins us to explain how his agency is listening to the veteran to develop successful digital services and build trust across the community VA serves.
GovCast
Season 5
Episode 15
23m listen
VA CXO is Building Trust in Digital Services
Share
John Boerstler explains how customer experience initiatives are building trust among veterans.
-
Chief Veterans Experience Officer VA
Related Content
-
What’s Coming in Federal IT in 2026
Agency leaders are operationalizing AI and modernizing legacy software to meet the demands of a changing government landscape.
6m listen -
Taka Ariga’s Take on Scaling AI After Public Service
Former federal AI leader Taka Ariga shares lessons from GAO and OPM and offers advice for feds navigating career transitions and AI adoption.
7m watch -
NWS Turns to HPC, AI to Power Next-Gen Forecasting
NWS is leveraging high-performance computing and emerging AI models to deliver faster, more accurate weather forecasts.
17m listen -
EPA Evolves Cyber Defense Amid Rising Threats
David Travers highlighted the agency’s upgraded defenses, federal partnerships and grant initiatives to tackle threats to water infrastructure.
20m listen
