H.R. 3578 — Improving Veterans’ Experience Act of 2025

This section establishes in the Department of Veterans Affairs (VA), within the Office of the Secretary, the Veterans Experience Office, headed by a Chief Veterans Experience Officer appointed by and reporting directly to the Secretary. The office's functions include (1) leading VA customer experience initiatives relating to veterans' and beneficiaries' satisfaction with and usage of VA-administered benefits and services; (2) requiring reports on customer experience metrics from other VA offices; (3) collecting veteran-derived data on such satisfaction and usage for policymaking; (4) providing strategic guidance for engaging veterans and beneficiaries; and (5) assessing VA websites, customer-facing information, and customer service efforts. (As background, the VA administers health care, disability compensation, education, housing, and other benefits for approximately 18 million veterans and their survivors, dependents, and caregivers.) The Chief Veterans Experience Officer must submit annual data summaries to the Secretary, who must submit to Congress within 180 days an analysis including disaggregated data by benefit or service and relevant demographics (e.g., potential non-usage reasons such as eligibility, lack of awareness, or barriers). The Secretary must provide the office necessary staff and resources without increasing authorized full-time employees and while protecting privacy under the Privacy Act. The office sunsets on September 30, 2028. This section further directs the Comptroller General to review, within 540 days of enactment, VA methodologies for using veterans' feedback—including by the new office—to improve customer experience and satisfaction.