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here s the va secretary on cnn. we need to be more veteran centric and focus on veteran outcomes. reporter: the va will establish a chief customer service officer who will report directly to the secretary. the department will also establish a single regional structure that brings together a wide range of services, including health care, loan centers and other benefits. the goal is to streamline what s being called a clunky, confusing system that required multiple user names and passwords. these reforms are the results of the embarrassing scandal that rocked the va earlier this year. reports that at dozens of facilities around the nation, veterans were waiting months for treatment and records were manipulated to hide the problems. a whistleblower even came forward to say at the va hospital in phoenix, arizona, some veterans may have died while awaiting care. mcdonald was previously the ceo