The Biden administration is setting a high bar to improve customer experience across government, but the VA’s National Cemetery Administration is already at the top of the charts, according to one scorecard. NCA ranks number one among all public and private organizations on the American Customer Satisfaction Index. It’s the seventh time NCA has won the top honor, but the latest ranking is the agency’s first since the start of the COVID-19 pandemic... To ensure a high level of service over the phone, Quinn said NCA is looking at opportunities to automate some parts of the customer experience. NCA, for example, is encouraging veterans and their families go to through “pre-need eligibility” screening for funeral benefits. Quinn, a retired major general who served nearly 37 years in the Army and Army National Guard, said he has already determined his eligibility for VA funeral services... Read the full article here.