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President or people around him, people in the defense department, think about this appointment, it is arguably one of the more important cabinet appointments you can make. weve been at war for 17 years. this country, the landscape of this country is littered with families and veterans of multiple wars that weve been fighting for 17 years. their concerns have to be addressed. their health issues have to be addressed. they have not been addressed and the next head of the va will be presiding over ...

Heres 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 whats being called a clunky, confusing system that required multiple user names and passwords. th...

>> the top democrat on the house veterans affairs committee says theres plenty of blame to go around at the va. >> the fact of the matter is that he is secretary, responsible for the department, yes, his management team let him down, gave him false information as they have over the past -- for the committee. >> in many respects replacing shinseki was the easy part. changing the bureaucracy culture and improving efficiency at the va will by the heavy lifting. >> on his way out the door, shinseki ...