VA 1.2:V 64/20 Department of Veterans Affairs VA: Our Mission Our mission is rooted in the American government's responsibility toward its veterans, expressed by President Abraham Lincoln: "To care for him who shall have borne the battle, and for his widow, and his orphan." We are the principal advocate for veterans and their families. Our Customers Veterans and their families are our customers. Our priority is Putting Veterans First . What We Do VA Delivers Veterans Benefits and Care • Compensation and pension benefits to disabled veterans and their surviving dependents • Education and training programs • Life insurance • Guaranteed home mortgage loans Our Commitment Quality Service Nothing is more important to our success than veterans' satisfaction. We have reviewed existing customer service guidelines to make sure they guarantee the highest level of service we can provide. We welcome comment. We use it to continually check our performance and improve service, just as we look to automation and procedural streamlining to make dealing with VA easier and more satisfying. VA offices and facilities operate under specific customer service standards based upon the general VA service standards and principles listed here. • Vocational counseling, training and job assistance for disabled veterans • A full range of health care through a national system of medical centers, outpatient clinics, home care and long-term care programs • Burial in national cemeteries, burial headstones or markers, and Presidential Memorial Certificates These are VA's services. Their quality can be measured best by the satisfaction of our veterans. We are publishing our standards so you will know what you can expect when you come to us for service. Separate brochures detail the customer service standards for VA programs and services. This brochure highlights some examples of VA customer service standards. "I personally believe that the way a society treats its veterans is an indication of who we are as a nation." Jesse Brown Secretary of Veterans Affairs Examples of Standards Veterans Health Administration • We will involve you in decisions about your care. Your preferences will be met whenever possible and medically appropriate. We will listen to your concerns and discuss them with you. • One health care team will be in charge of your care. Because health care often involves many different providers, it is important that one provider or team have overall responsibility. You can expect to know whom to contact when you need help or have a problem. Veterans Benefits Administration We will communicate with you accurately, completely and clearly by: • Explaining the full range of benefits and services available. • Providing a realistic estimate of how long it will take to process your claim or answer your request. • Keeping you informed of the status of your claim or request. • Clearly explaining all reasons for our decisions. National Cemetery System • We will deliver service in a manner reflecting compassion and respect for you and your family in a time of need. • We will maintain the appearance of individual gravesites, headstones, markers and monuments in a manner befitting these national shrines. Board of Veterans' Appeals • All issues in your appeal will be thoroughly reviewed and decided according to the letter and spirit of all current laws. Veterans Canteen Service • We guarantee unconditional customer satisfaction in our retail stores. • In canteens with food courts, we will serve you within three minutes. Feedback If you have a question about veterans benefits, VA or the service you receive from us, please contact your local VA office or facility. Those phone numbers are listed in the federal government section of your telephone directory under Department of Veterans Affairs. If you cannot resolve your concern with these contacts, feel free to contact us at the following address: Consumer Affairs Service (075) artment of Veterans Affairs 810 Vermont Ave., N.W. Washington, D.C. 20420 VA benefits counselor: 1-800-827-1000 Life insurance: 1-800-669-8477 Burial headstones/markers: 1-800-697-6947 Radiation Helpline: 1-800-827-0365 Telecommunication Device For the Deaf (TDD): 1-800-829-4833 VA Principles of Customer Service "Putting Veterans First" - This is the centerpiece and fundamental principle of VA customer service. We pledge to put veterans and their families first. Reliability - We pledge to perform dependably and in a manner which will instill confidence. Responsiveness - We pledge to help our customers promptly. Courtesy - We pledge to treat our customers with courtesy and respect. Choice - We pledge to involve our customers, offering them choices when possible and asking their views about our services. Quality and Accountability - We pledge to serve our customers right the first time. However, if things go wrong, we pledge to set them right. Commitment to Service - We pledge to publicly state our standards of customer service and we will adjust those standards continually to improve our service. Department of Veterans Affairs 810 Vermont Avenue, NW Washington, DC 20420 August 1994 Printed on recycled paper