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

摘要

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.