Sponsors (2)
The bill strengthens veteran-centered feedback, reporting, and oversight to improve VA customer experience, but it adds administrative cost, privacy/participation limits, potential diversion of VA resources, and a sunset that creates uncertainty about lasting change.
Veterans will receive more user-informed service improvements because the Office will collect veteran feedback and require VA entities to report customer-experience metrics.
Veterans and beneficiaries will get clearer, disaggregated reporting on service use and barriers, enabling Congress and VA to better target outreach and fixes.
Veterans and health providers will benefit from more accurate and user-friendly customer-facing materials because the Office must assess and advise on VA websites and guidance.
VA frontline services and the veterans who rely on them could face reduced resources if VA organizations must divert staff time and funds to report metrics or reimburse the Office.
Some veterans may avoid sharing feedback because personally identifiable information cannot be shared without consent, limiting the Office’s ability to analyze individual cases and spot problems.
Taxpayers and VA budgets will face additional administrative costs to staff and run the Office, which may be funded from VA organizational funds if authorized.
Based on analysis of 2 sections of legislative text.
Introduced January 28, 2025 by Angus Stanley King · Last progress January 28, 2025
Creates a new Office of Veterans Experience in the Department of Veterans Affairs led by a Chief Veterans Experience Officer (CVEO) who reports directly to the Secretary and coordinates VA customer‑experience strategy, data collection, reporting, and improvement activities. The CVEO will collect veteran-supplied feedback and customer-service metrics, require VA entities to report metrics and plans, and submit an annual summary to the Secretary. Requires the Secretary to send an annual, disaggregated report and analysis to Congress about customer service, satisfaction, and reasons veterans do not use benefits (eligibility, awareness, tech/time barriers, other). The office must protect personally identifiable information, may be reimbursed for services at cost, cannot increase VA full‑time employee ceilings, and sunsets on September 30, 2028. The Comptroller General must review VA feedback methods (including “Veteran Signals”/trust‑scores) and report findings within 540 days of enactment.