Improving Veterans’ Experience Act of 2025

Senate Bill

S. 264

119th Congress

Improving Veterans’ Experience Act of 2025

In Committee

Introduced:Jan 28, 2025

Primary Sponsor

Angus King

I - ME

Cosponsors

1

Quick Stats

Policy Area

Armed Forces and National Security

Summary

This bill establishes a Veterans Experience Office within the VA to improve veteran satisfaction with benefits and services. The office will collect veteran-derived data, require customer experience reporting from VA entities, assess VA websites and customer-facing information, and advise on service improvements. Requirements terminate September 30, 2028. GAO must analyze effectiveness.

Latest Action

Read twice and referred to the Committee on Veterans' Affairs.

AI Summary

Plain-English explanation of this bill

This bill establishes a Veterans Experience Office within the VA to improve veteran satisfaction with benefits and services. The office will collect veteran-derived data, require customer experience reporting from VA entities, assess VA websites and customer-facing information, and advise on service improvements. Requirements terminate September 30, 2028. GAO must analyze effectiveness.

Last updated: 1/4/2026

Official Summary

Congressional Research Service summary

Improving Veterans’ Experience Act of 2025This 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<ul><li>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;</li><li>collect veteran-derived data to determine satisfaction and for use in policymaking;</li><li>provide strategic guidance and strategies to VA entities for engaging with veterans and beneficiaries;</li><li>assess and advise the VA on the accuracy and helpfulness of websites and customer-facing information of the VA; and</li><li>assess and advise the VA on the status and opportunities for improvement of the customer service efforts of the VA.</li></ul>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.

Key Points

Main provisions of the bill

Creates Veterans Experience Office within VA
Collects data on veteran satisfaction
Requires customer experience metrics reporting
Assesses VA websites and information quality
Advises on customer service improvements
GAO evaluation of effectiveness required

How This Impacts Americans

Potential effects on citizens and communities

The VA has faced criticism for poor customer service and veteran frustration with navigating benefits. This bill institutionalizes customer experience focus within the VA, requiring systematic data collection and accountability for veteran satisfaction. The sunset provision and GAO review ensure the office delivers results. By centralizing customer experience expertise, the VA could better identify and address systemic service problems.

Policy Areas

Primary Policy Area

Armed Forces and National Security

Related Subjects

Congressional oversight

Department of Veterans Affairs

Executive agency funding and structure

Government information and archives

Government studies and investigations

Veterans' pensions and compensation

Scope & Jurisdiction

Jurisdiction Level

federal

Congressional Session

119th Congress

Citation Reference

264, 119th Congress (2025). "Improving Veterans’ Experience Act of 2025". Source: Voter's Right Platform. https://votersright.org/bills/118-s-264