H.R. 3578: Improving Veterans’ Experience Act of 2025

This bill, known as the Improving Veterans’ Experience Act of 2025, proposes the establishment of a new office within the Department of Veterans Affairs called the Veterans Experience Office. The main purpose of this office is to enhance the overall experience of veterans and their beneficiaries when dealing with the services and benefits provided by the Department of Veterans Affairs.

Key Provisions

• Office Establishment: The Veterans Experience Office will be created in the Department, led by a Chief Veterans Experience Officer, who will be appointed by the Secretary of the Department of Veterans Affairs.
• Responsibility: The Chief Veterans Experience Officer will directly report to the Secretary and will manage the operations of the office.
• Enhancing Customer Experience: The Office will focus on several functions, including:
  • Carrying out initiatives to improve satisfaction among veterans and their beneficiaries concerning their access to and use of benefits and services.
  • Requiring other departmental organizations to provide regular reports on customer experience metrics and improvement efforts.
  • Collecting feedback from veterans to understand their satisfaction levels and the reasons behind their usage or non-usage of services.
  • Providing strategic guidance on how to better engage with veterans, especially those who may not currently be utilizing their benefits.
  • Assessing the effectiveness of the Department's customer-facing information and recommended improvements.
• Reporting Requirements: The Chief Veterans Experience Officer must submit an annual report to the Secretary summarizing customer experience data and improvement efforts, which will then be shared with Congress.
• Data Privacy: The Office will ensure that any data collected respects the privacy of individuals and doesn’t include personally identifiable information unless consent is given.
• Funding and Resources: The bill ensures that the Office has sufficient resources and staff to undertake its functions, without increasing the overall number of full-time employees within the Department.
• Time Limitation: The authorities and requirements set forth in this bill will terminate on September 30, 2028.

Oversight and Analysis

Additionally, the bill mandates that the Comptroller General of the United States conduct a review of the Veterans Experience Office within 540 days of the bill's enactment. This review will analyze the effectiveness of the Department's efforts to improve customer experiences based on feedback from veterans.

Relevant Companies

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