Improving Veterans’ Experience Act of 2025

New VA Veterans Experience Office

If enacted, the bill would create a Veterans Experience Office inside the Department of Veterans Affairs. The Secretary would appoint a Chief Veterans Experience Officer who reports directly to the Secretary. The Office would collect veteran feedback on satisfaction and use of VA benefits and services and set customer-experience policy across VA. Other VA offices would have to report customer-experience metrics and improvement plans to the Chief. The Chief must send an annual summary to the Secretary, and the Secretary must send a report to Congress within 180 days with disaggregated data and reasons veterans may not use benefits. The Office generally could not receive personally identifiable information without consent and must follow the Privacy Act. The Secretary must provide staff and access to customer-service information, but creating the Office would not increase VA's authorized FTEs. The Office may be reimbursed by other VA parts for services at rates that recover actual costs, so long as reimbursements do not undermine the paying office's ability to provide services. The Office's authorities would end on September 30, 2028. The Comptroller General must review VA survey and feedback methods and report to Congress within 540 days after enactment.