VBA Mission Statement
Mission
The mission of the Veterans Benefits Administration is to provide benefits
and services to veterans and their families in an effective, timely, and
compassionate manner.
VBA Strategic Vision
The core values of the Veterans Benefits Administration lie in providing
quality and compassionate service. As Omar Bradley said, "We are dealing with
veterans, not procedures; with their problems, not ours." As we enter the 21st
Century, VBA will meet new challenges and live up to its values using creativity,
communication, and teamwork.
By the year 2000, the Veterans Benefits Administration will be the most
efficient and effective service delivery organization in the Federal Government.
Benefits and services will reflect the changing needs of veterans and
beneficiaries, while new programs will be developed to meet the critical needs of
the nation. Business practices will be reengineered to capitalize on managerial
and technical innovations. Information will be readily available with simplified
and varied access for both veterans and employees.
VBA Goals
VBA's goal is to become a world class service provider by incorporating
customer feedback into management improvement efforts and business
practices.
1. Establish customer-based performance metrics. VBA will establish and apply
performance standards that reflect customer needs and expectations.
Customer information will be routinely collected to verify the validity of the
measures and appropriate adjustments will be made.
2. Ensure a satisfying and rewarding work environment. The work environment
will be characterized by positive leadership and an empowered workforce.
Training will be provided at all levels to meet technical, developmental and
leadership needs. An effective rewards and recognition system will be
developed that is directly linked to performance metrics and organizational
goals.
VBA Design Guide
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