This bill creates a Veterans Experience Office inside the Department of Veterans Affairs to make it easier for veterans and their families to understand, use, and be satisfied with VA benefits and services. The office will set a plan to improve customer service across the VA, collect feedback from veterans, and advise on how to make VA websites and other information clearer and more helpful . VA offices will have to report regularly on customer service results and improvement plans to this new office . The office must protect privacy and cannot receive personal information without consent, and the bill does not allow an increase in total VA staff just to do this work .

Each year, the VA must send Congress a summary that includes customer service data, satisfaction by benefit type, and reasons some people do not use benefits (like not knowing about them or facing tech or time barriers), plus how to fix those problems . The Government Accountability Office will review how well the VA’s approach is working. These requirements end on September 30, 2028 .

• Who is affected: Veterans, survivors, dependents, and others who use VA benefits and services; VA staff who manage customer service and outreach .
• What changes: A new office leads customer experience work, collects veteran feedback for policy, checks the accuracy and helpfulness of VA websites and information, and drives improvements across VA programs; annual reports to Congress become required; privacy protections apply and no increase in overall VA staffing is authorized for this purpose .
• When: Annual reporting begins after the office gathers data each year, and all authorities end on September 30, 2028 .