OPENING THE RECORD
OPENING THE RECORD
H.R. 3578 · 119TH CONGRESS
This has not become law. Both chambers must pass the same text before sending it to the president. How a bill becomes law.
CONGRESSIONAL RESEARCH SERVICE
Improving Veterans’ Experience Act of 2025
This bill establishes the Veterans Experience Office within the Department of Veterans Affairs (VA) to carry out the key customer experience initiatives of the VA relating to veterans’ and beneficiaries’ satisfaction with and usage of VA benefits and services.
Additionally, the office must
• require the heads of other organizations and offices within the VA to report regularly on customer experience metrics, action plans, and other customer experience improvement efforts;
• collect veteran-derived data to determine satisfaction and for use in policymaking;
• provide strategic guidance and strategies to VA entities for engaging with veterans and beneficiaries;
• assess and advise the VA on the accuracy and helpfulness of websites and customer-facing information of the VA; and
• assess and advise the VA on the status and opportunities for improvement of the customer service efforts of the VA.
The requirements of this bill terminate on September 30, 2028.
The Government Accountability Office must analyze and report on the methodology, effectiveness, and implementation of the VA’s approach to improving veteran and beneficiary customer experience and satisfaction.
Written by the Congressional Research Service for this version of the bill. Later versions may differ. Read at Congress.gov.