Veterans Affairs publishes ‘government’s first-ever employee experience journey map’

VA employee experience journey map
Source: U.S. Department of Veterans Affairs

The U.S. Department of Veterans Affairs published what it says is the government’s first-ever employee experience journey map.

From the VA blog:

Developed in partnership with VA’s Office of Human Resources and Administration/Operations, Security, and Preparedness, the journey map is based on 11,000 insights collected from diverse sets of VA employees across 33 geographic areas. Five phases were identified:

Considering employment at VA.

Starting a VA career.

Performing, growing and adapting.

Changing roles.

Moving on.

Twenty-three employment stages are mapped within these phases, each of which includes moments that employees typically experience. Finally, the Journey Map identifies 30 key moments that matter, bright spots, and pain points which may have a significant impact on an employee’s experience.

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About Luke Fretwell

Luke Fretwell is the founder of GovFresh, co-founder/CEO of ProudCity and co-host of the podcast, The Government We Need. Connect with him on Twitter and LinkedIn or email at


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