I 
119TH CONGRESS 
1ST SESSION H. R. 3578 
To amend title 38, United States Code, to establish the Office of Veterans 
Experience, and for other purposes. 
IN THE HOUSE OF REPRESENTATIVES 
MAY 23, 2025 
Ms. BUDZINSKI (for herself, Ms. BROWNLEY, and Mr. MCGARVEY) introduced 
the following bill; which was referred to the Committee on Veterans’ Affairs 
A BILL 
To amend title 38, United States Code, to establish the 
Office of Veterans Experience, and for other purposes. 
Be it enacted by the Senate and House of Representa-
tives of the United States of America in Congress assembled, 
SECTION 1. SHORT TITLE. 
This Act may be cited as the ‘‘Improving Veterans’ 
Experience Act of 2025’’. 
SEC. 2. ESTABLISHMENT OF VETERANS EXPERIENCE OF-
FICE. 
(a) ESTABLISHMENT.— 
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(1) IN GENERAL.—Chapter 3 of title 38, United 
States Code, is amended by adding at the end the 
following new section: 
‘‘§ 325. Veterans Experience Office 
‘‘(a) ESTABLISHMENT.—There is established in the 
Department within the Office of the Secretary an office 
to be known as the ‘Veterans Experience Office’ (in this 
section referred to as the ‘Office’). 
‘‘(b) HEAD OF OFFICE.—(1) The head of the Office 
shall be the Chief Veterans Experience Officer. 
‘‘(2) The Chief Veterans Experience Officer shall— 
‘‘(A) be appointed by the Secretary from among 
individuals the Secretary considers qualified to per-
form the duties of the position; 
‘‘(B) report directly to the Secretary; and 
‘‘(C) be responsible for carrying out the func-
tions of the Office set forth under subsection (c). 
‘‘(c) FUNCTION.—The functions of the Office are as 
follows: 
‘‘(1) Carrying out the key customer experience 
initiatives of the Department relating to veterans’ 
and other beneficiaries’ satisfaction with and usage 
of benefits and services furnished under laws admin-
istered by the Secretary for which they are eligible, 
including setting the strategy, framework, policy, 
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and other guidance for the Department relating to 
customer experience, including ensuring the activi-
ties of the Office and those of other organizations 
and offices within the Department are coordinated 
and not duplicative. 
‘‘(2) Requiring the heads of other organizations 
and offices within the Department to report regu-
larly on customer experience metrics, action plans, 
and other customer experience improvement efforts 
to the Chief Veterans Experience Officer. 
‘‘(3) Collecting veteran-derived data— 
‘‘(A) to determine veteran and beneficiary 
satisfaction with and usage of the benefits and 
services furnished under laws administered by 
the Secretary for which they are eligible; and 
‘‘(B) to be considered during policymaking. 
‘‘(4) Providing strategic guidance and strategies 
to Department entities for engaging with veterans 
and beneficiaries regarding benefits and services fur-
nished under laws administered by the Secretary, in-
cluding those not using such benefits and services. 
‘‘(5) Assessing and advising the Secretary on 
the accuracy and helpfulness of the websites and 
other customer-facing information of the Depart-
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ment, be it available electronically or in any other 
format. 
‘‘(6) Assessing and advising the Secretary on 
the status and opportunities for improvement of the 
customer service efforts of the Department. 
‘‘(d) REPORTS.—(1) Each year, the Chief Veterans 
Experience Officer shall submit to the Secretary a sum-
mary of the data received by the Chief Veterans Experi-
ence Officer under subsection (c)(2). 
‘‘(2) Each year, not later than 180 days after the 
date on which the Secretary receives the summary under 
paragraph (1), the Secretary shall submit to Congress an 
annual summary and analysis of the matters summarized 
pursuant to such paragraph. 
‘‘(3) Each annual summary submitted pursuant to 
paragraph (2) shall include the following: 
‘‘(A) Data regarding customer service and expe-
rience feedback, disaggregated by benefit or service 
furnished under laws administered by the Secretary, 
and relevant demographic data of the veterans and 
beneficiaries providing the feedback. 
‘‘(B) Data regarding veteran and beneficiary 
satisfaction with and usage of benefits or services, 
disaggregated by benefit or service furnished under 
laws administered by the Secretary, and relevant de-
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mographic data of the veterans and beneficiaries 
providing the feedback, including— 
‘‘(i) potential reasons for not using the 
benefits or services, such as— 
‘‘(I) eligibility; 
‘‘(II) lack of knowledge or awareness 
of existence of benefit or service; 
‘‘(III) barriers of technology, informa-
tion, or time; and 
‘‘(IV) other related reasons; and 
‘‘(ii) an analysis of how such reasons may 
be addressed. 
‘‘(e) STAFF AND RESOURCES.—(1) The Secretary 
shall ensure that— 
‘‘(A) the Office has such staff, resources, and 
access to customer service and experience informa-
tion as may be necessary to carry out the functions 
of the Office; and 
‘‘(B) any information provided to the Office 
does not include personally identifiable information 
of an individual veteran, survivor, dependent, or 
other beneficiary unless such individual provides ap-
propriate consent to allow such information to be 
shared with the Office. 
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‘‘(2) Funds available for basic pay and other adminis-
trative expenses of other Department organizations and 
offices may be available to reimburse the Office for all 
services provided at rates which will recover actual costs 
for services provided to such organizations if the Secretary 
determines that contributing to such costs will not under-
mine the ability of any such organization or office to pro-
vide services required by such office. 
‘‘(3) Nothing in this subsection shall be construed to 
authorize an increase in the number of full-time employees 
otherwise authorized for the Department. 
‘‘(f) PRIVACY.—Nothing in this section shall be con-
strued to authorize the Chief Veterans Experience Officer 
to disclose any record in contravention of section 552a of 
title 5 (commonly referred to as the ‘Privacy Act of 
1974’). 
‘‘(g) SUNSET.—The requirements and authorities of 
this section shall terminate on September 30, 2028.’’. 
(2) CLERICAL AMENDMENT.—The table of sec-
tions at the beginning of chapter 3 of such title is 
amended by adding at the end the following new 
item: 
‘‘325. Veterans Experience Office.’’. 
(b) COMPTROLLER
GENERAL
OF
THE
UNITED 
STATES REVIEW OF VETERANS EXPERIENCE OFFICE AND 
CUSTOMER SERVICE IMPROVEMENT EFFORTS.—Not later 
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than 540 days after the date of the enactment of this Act, 
the Comptroller General of the United States shall— 
(1) complete an analysis of the methodology, ef-
fectiveness, and implementation of findings and 
feedback of veterans and beneficiaries used by the 
Department of Veterans Affairs, including the Vet-
erans Experience Office, to improve veteran and 
beneficiary customer experience and satisfaction, in-
cluding through the use of what are known as 
‘‘trust-scores’’, Veteran Signals also known as 
‘‘VSignals’’, and related survey and data collection 
activities, processes, and initiatives; and 
(2) submit to the Committee on Veterans’ Af-
fairs of the Senate and the Committee on Veterans’ 
Affairs of the House of Representatives a report set-
ting forth the findings of the Comptroller General 
with respect to the analysis completed pursuant to 
paragraph (1). 
Æ 
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