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Veterans Experience Office (VEO)

The mission of the VEO is to enable VA to be the leading customer service organization in government so that Veterans, their families, caregivers, and survivors choose VA. VEO implements solutions based on Veteran-centered designs and industry best practices, while aligning VA services with the Secretary’s five priorities.

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Billing Resolution Center

Billing resolution center highlighting "Own the Moment" principles

Created in June 2020 by the Chalmers P. Wylie Veterans Outpatient Clinic (Columbus, Ohio)
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Building and Sustaining effective Veterans Family Advisory Councils- Workshop (VFAC)

Veteran and family perspective integrated into VA services at all levels

Created in October 2009 by the Palo Alto VA Medical Center (Palo Alto, California)
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My Life, My Story (MLMS)

Listening to Veterans. Honoring their stories.

Created in March 2013 by the William S. Middleton Memorial Veterans' Hospital (Madison)
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Physical Therapy Embedded Within PACT

Embedding PT in PACT improves access to care, function, and Veteran satisfaction by providing immediate care and reduces community care and cost.

Created in January 2016 by the Des Moines VA Medical Center (Des Moines, Iowa)
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Stay In VA

Improving employee retention through employee engagement.

Created in February 2017 by the Tomah VA Medical Center
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The Final Salute/Final Mile Program

Raise awareness of deceased unclaimed Vets by rendering military honors

Created in February 2019 by the James A. Haley Veterans' Hospital (Tampa, Florida)