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2011 Management Excellence Recipient: Streamlining Veterans Services

The Department of Veterans Affairs (VA) has long functioned as if it were three distinct business entities—health care, benefits and cemeteries—and never fully integrated its financial management, acquisition, human resources, capital investment and technology functions across the organization. With a mandate for change from the VA's top leadership, W. Todd Grams has led two major transformational management initiatives designed to create a coherent and unified department, streamline access points for VA beneficiaries, reduce costs per beneficiary, and ultimately deliver better care to more veterans.