“VBA writing is failing its customers, its stakeholders, its employees….simply stated, we could satisfy customers and save money if we could find a better way to write.” (from the Report to the Under Secretary for Benefits: Reader-Focused Writing, an internal VBA report)

Veterans Benefits Administration asked KCG to develop a highly interactive, satellite-transmitted Reader-Focused Writing (RFW) course. VBA's goal was to refocus the agency writers on the needs of those they serve: veterans. This single initiative became a multi-tiered and comprehensive nine-course writing program.