The Office advises the Secretary on websites and customer service
What the document says“Assessing and advising the Secretary on the accuracy and helpfulness of the websites and other customer-facing information of the Department, be it available electronically or in any other format.”
The fifth function has the Office assess the Department's websites and other customer facing information, in any format, and advise the Secretary on how accurate and helpful they are. The sixth function extends the same assessing and advising role to the Department's customer service efforts.
What the document actually says“Assessing and advising the Secretary on the accuracy and helpfulness of the websites and other customer-facing information of the Department, be it available electronically or in any other format.”
The office checks the VA's web pages and other public pages. It tells the head of the VA if they are right and helpful. Paper counts too, not just screens.
The office also looks at the VA's help desks. It tells the boss how they could get better.
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