The Office runs the Department's customer experience work
What the document says“Carrying out the key customer experience initiatives of the Department relating to veterans' and other beneficiaries' satisfaction with and usage of benefits and services furnished under laws administered by the Secretary for which they are eligible, including setting the strategy, framework, policy, and other guidance for the Department relating to customer experience”
The first function makes the Office responsible for the Department's customer experience initiatives, and for setting the strategy, framework, policy and guidance behind them. The same paragraph requires the Office to keep its activities coordinated with, and not duplicative of, those of other offices in the Department.
What the document actually says“Carrying out the key customer experience initiatives of the Department relating to veterans' and other beneficiaries' satisfaction with and usage of benefits and services furnished under laws administered by the Secretary for which they are eligible, including setting the strategy, framework, policy, and other guidance for the Department relating to customer experience”
The office runs the VA's work on how veterans are treated. It looks at how happy they are with the help they get. It also sets the plan and the rules for that work.
The office does not hand out benefits itself. It works on the way people meet the VA. It also keeps other offices from doing the same job twice.
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