Improving Veterans’ Experience Act of 2025
Sponsored By: Senator Angus King
Introduced
Summary
Would create a Veterans Experience Office to improve veterans' customer experience. It would centralize veteran feedback, set strategy, and push VA entities to track and act on satisfaction and usage of benefits and services.
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- Veterans and beneficiaries: Would see veteran-derived satisfaction and usage data collected to inform policymaking. Annual summaries to Congress must break out satisfaction and usage by benefit and include reasons for not using benefits such as eligibility, lack of awareness, and technology or time barriers.
- VA leaders and staff: Would have to report customer experience metrics and action plans to the Chief Veterans Experience Officer, who would provide strategic guidance, coordinate across offices, and assess the accuracy and usefulness of VA websites and other customer-facing information.
- Oversight and limits: The Comptroller General would review the VA's feedback methods and report to the veterans' committees within 540 days. The Secretary must ensure the Office has necessary staff and data access, the law bars increasing full-time equivalents beyond current authorizations, the Office receives Privacy Act protections, and its authorities would terminate on September 30, 2028.
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Bill Overview
Analyzed Economic Effects
2 provisions identified: 2 benefits, 0 costs, 0 mixed.
New VA veterans experience office
If enacted, the bill would create a Veterans Experience Office (VEO) inside the VA Secretary's office. The Secretary would appoint a Chief Veterans Experience Officer who reports to the Secretary. The office would lead VA customer experience work, collect veteran-derived satisfaction and usage data, and advise on VA websites and customer-facing information. VA program offices would have to report customer experience metrics and improvement plans to the Chief. The Chief would send an annual summary to the Secretary, and the Secretary would send a report to Congress within 180 days. The Secretary must give the office staff and information access, but VEO could not receive personal data without individual consent. The law would not let VA add new authorized full-time employees under this authority. Offices could reimburse VEO at rates that recover actual costs only if doing so does not harm their services. These authorities would take effect at enactment and end on September 30, 2028.
GAO review of VA feedback methods
If enacted, the bill would require the Comptroller General to analyze VA and VEO feedback methods. The review must cover trust-scores, "VSignals," and related surveys. The GAO would finish the report not later than 540 days after enactment and send findings to the Senate and House Veterans' Affairs committees.
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Sponsors & CoSponsors
Sponsor
Angus King
ME • I
Cosponsors
Sen. Cornyn, John [R-TX]
TX • R
Sponsored 1/28/2025
Roll Call Votes
No roll call votes available for this bill.
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