Improving Veterans’ Experience Act of 2025

HR 3578 establishes the Veterans Experience Office within the Department of Veterans Affairs (VA), led by a Chief Veterans Experience Officer appointed by the VA Secretary. The office requires VA offices to report customer experience metrics, collects veteran feedback on benefits and services (disaggregated by demographic and service type), and assesses VA websites and customer service. It mandates annual reports to Congress on veteran satisfaction and barriers to service use, such as lack of awareness or technical access issues. The office operates until September 30, 2028, and the bill also requires a Comptroller General review of VA customer experience efforts within 540 days of enactment. This bill directly affects veterans, beneficiaries, and VA staff responsible for delivering services.