2017 Fed 100

Federal 100: Rosetta C. Lue

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Name: Rosetta Carrington Lue
Title: Senior Adviser and White House Presidential Executive Fellow
Agency/Company: Department of Veterans Affairs

Connecting veterans. There are more than 20 million military veterans in the United States, and the VA has sometimes struggled to steer those individuals to the services they’ve earned. Lue came to the VA at the start of 2016 and immediately set about modernizing the contact centers that field 140 million calls annually. Nine months later, the agency launched the MyVA311 platform, which replaced more than 1,000 toll-free numbers with a single access point. Thanks to Lue’s efforts, the VA has dramatically reduced its blocked-call rate while transforming the veteran’s experience.

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