The Department of Veterans Affairs should implement changes aimed at accommodating every veteran who seeks the agency’s help, even when veterans do not initially contact the right VA branch, The National Academy of Public Administration states in a recently published white paper. The NAPA, comprised of former lawmakers, mayors, and other leaders in public service, says the change in focus at the VA to a “no wrong door” environment will be particularly important to the 837,000 service members returning home from combat operations in Iraq and Afghanistan. NAPA suggestions include:
* More customer focus at VA call centers and web sites;
* Establishment of a congressionally chartered advisory board to monitor progress, and;
* Improving outreach to injured veterans, particularly those who suffer from traumatic brain injuries and post-traumatic stress disorder.