The VA is spending $153 million to answer veteran phone calls

The US Department of Veterans Affairs (VA) just awarded a $153 million contract for its Veterans Experience Office (VEO) contact centers. This means a private company will handle a significant portion of veteran inquiries and support services.

This contract shows the VA is relying on private companies to manage its direct interactions with veterans. It means the quality of service for veterans calling the VA will depend on how well this private contractor performs. This is a common way for large government agencies to scale up services without hiring more federal employees.