Improving Multi-Channel Communications for Veterans
Offering clarity of available benefits to Service Members integrating into civilian life
How might we minimize the internal complexity across VA stakeholder teams to create a better first impression on our newest customers – transitioning Service Members?
Established in 1930, the VA provides a comprehensive range of healthcare, educational, financial and family services to military Veterans. The VA’s ecosystem of communications and outreach is complex: 516 websites, 532 forms, and 10,000 letters to the 200,000 service members transitioning out of military service each year. It is wrought with complex processes, fragmented resources, and red-tape which become barriers to access for many eligible Veterans. Focused on the transition when active service members become Veterans, the VA sought expertise from MO Studio to identify how it could improve the omnichannel communication experience of veterans during this time of transition.