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The Department of Veterans Affairs is committed to providing the best experiences in its delivery of care, benefits, and memorial services to Veterans, Servicemembers, their families, caregivers, and survivors.
VA facilities across the country have been implementing new and innovative ways of providing the best possible experiences for our customers. These efforts often begin with suggestions from Veterans, Community Veterans Engagement Boards, VA employees, and Veteran Advisory Councils. See an idea you like? Tell your local facility about it!
1. Red Coats-The Red Coat Ambassador program trains VA volunteers and employees to greet and deliver excellent customer service while assisting Veterans as they visit VA sites.
2. VEText– VA now reminds Veterans of their appointments by text. Veterans can reply and cancel or confirm appointments in the same message thread. As of May 2018, VEText has sent appointment reminders to more than five million unique Veterans with over 9 million messages exchanged. Also, the system has allowed 134,000 appointments to be cancelled via a simple response, creating