Government Matters Logo
Generic selectors
Exact matches only
Search in title
Search in content
Search in posts
Search in pages
Marcy Jacobs, executive director of Digital Service at the Department of Veterans Affairs, discusses how the department is modernizing the services it provides to veterans, and how her team navigates […]

Marcy Jacobs, executive director of Digital Service at the Department of Veterans Affairs, discusses how the department is modernizing the services it provides to veterans, and how her team navigates the procurement process.


The Department of Veterans Affairs is making progress on attaining the goals set out in the President’s Management Agenda, and the VA’s Digital Service team is leading the charge. The group’s latest success is consolidating several VA websites into a single portal at Vets.gov. Marcy Jacobs, executive director of Digital Service at VA, said that the team worked well on Vets.gov because they were in tune with veterans’ needs. “We start [from] a research standpoint. That is a mix of research and one‑on‑one with users, we do about 10 to 15 sessions every week, that are anywhere from an hour to two hours depending on chatty people are.” Jacobs said. “But, we also look at what’s coming through the contact centers of which we have many, coming in through Congress, coming in through the veteran’s service organizations, to really understand ‘what are the pain points?’ We also partner with the businesses and with the administrations to understand ‘what are the challenges that they are facing and how do we align what veterans are asking for, and what our specialty areas are with solving those needs.”

Sponsored

Federal Forum 2021

Watch on Tuesday, March 16th at 1:00, 8:30 & 11;30 PM EST on WJLA 24/7 News
More
March 2021
S M T W T F S
 123456
78910111213
14151617181920
21222324252627
28293031  
Where to Watch
  • WJLA 24/7 News
    Weeknights at 8 PM and 11 PM on WJLA 24/7
  • ABC7
    Sunday Mornings at 10:30 AM on ABC7
  • AFN American Forces Network
    Worldwide on American Forces Network
Our Brands
  • Government Matters Logo
  • Government Matters Defense
  • Government Matters Thought Leadership Network