Improving Veterans’ Experience Act of 2025
The Improving Veterans’ Experience Act of 2025 would create a new Veterans Experience Office within the Department of Veterans Affairs (VA), led by a Chief Veterans Experience Officer who reports directly to the Secretary. The Office would be responsible for guiding VA’s customer experience with veterans and other beneficiaries, collecting and analyzing veteran feedback, coordinating across VA components to avoid duplication, and advising on improvements to VA websites, information, and services. The bill requires annual reporting on customer experience metrics and barriers to use of benefits, with data disaggregated by benefit and demographic factors. It also sets privacy protections, a funding/logistical framework that does not enlarge overall VA staffing, and a temporary sunset of the Office on September 30, 2028. In addition, a Comptroller General review due within 540 days would evaluate how VA uses veteran feedback (including tools such as trust-scores and VSignals) to improve customer experience, with a report to Congress.
Key Points
- 1Establishment and leadership
- 2- Creates the Veterans Experience Office within the VA, headed by the Chief Veterans Experience Officer who reports to the Secretary and is appointed from qualified individuals.
- 3Core functions
- 4- The Office leads VA’s key customer experience initiatives, sets strategy and policy for veteran and beneficiary satisfaction, and ensures coordination across VA to avoid duplication of efforts.
- 5Data, reporting, and transparency
- 6- Requires regular reporting from VA office heads on customer experience metrics and improvement efforts; annually summarizes data to the Secretary and then to Congress, including disaggregated feedback by benefit/service and veteran demographics, and analysis of barriers to using benefits.
- 7Privacy and resources
- 8- Protects privacy by restricting sharing of personally identifiable information without consent; ensures the Office has necessary staff and resources while allowing cost-recovery for services provided to other VA offices; prohibits increasing the total number of VA full-time employees beyond existing authorizations.
- 9Oversight and sunset
- 10- The Office’s authorities sunset on September 30, 2028; the Comptroller General must complete a review within 540 days of enactment analyzing methodology and use of veteran feedback (including trust-scores and VSignals) and report findings to Congress.