Improving Veterans’ Experience Act of 2025

This bill creates a Veterans Experience Office inside the Department of Veterans Affairs to make VA benefits and services easier to find and use. The office leads customer service efforts across the VA, gathers feedback from veterans and families, and makes sure other VA offices regularly report on customer service results and plans to improve. It also reviews VA websites and other information veterans see to check that they are accurate and helpful .

The office must share yearly summaries of what it learns, and the VA must send an annual report to Congress. Data should show how satisfied people are, how often benefits are used, and why some eligible people are not using them (for example, not knowing about a benefit or facing tech or time barriers). Personal information can’t be shared without consent, and nothing can break the Privacy Act. The VA can shift existing resources to support this office but cannot raise its total number of full‑time staff. These requirements end on September 30, 2028. The Government Accountability Office must also study how well the VA’s approach to customer experience works and report on it .

Key points

• Who is affected: Veterans, survivors, and dependents who use VA benefits; VA offices that deliver services.
• What changes: New office to lead customer service, collect feedback for policy decisions, require regular reporting, and improve websites and other public‑facing information; privacy safeguards; no increase in total VA staffing levels .
• When: Requirements are in place through September 30, 2028; GAO will review results .