Improving Veterans’ Experience Act of 2025
The source supplies the latest action, but no lifecycle stage.
Latest action (28 Jan 2025): Read twice and referred to the Committee on Veterans' Affairs.
What this bill does
S. 264, the Improving Veterans' Experience Act of 2025, would amend title 38 of the U.S. Code to formally establish a Veterans Experience Office within the Department of Veterans Affairs' Office of the Secretary. The office would be led by a Chief Veterans Experience Officer, appointed by and reporting directly to the Secretary, and would be responsible for setting customer-experience strategy, collecting data on veteran satisfaction and use of benefits, advising on the accuracy of VA websites and customer-facing information, and requiring other VA offices to report on customer-experience efforts. The Secretary would be required to submit an annual report to Congress summarizing this data, and the office's authorities would expire on September 30, 2028. The bill also directs the Comptroller General to review the VA's customer-experience methods, including tools like "trust scores" and "VSignals," and report findings to Congress within 540 days of enactment.
The bill primarily affects VA administration and, indirectly, veterans and other beneficiaries who use VA benefits and services, since it aims to improve how the agency tracks and responds to their satisfaction and needs. It does not expand VA staffing levels beyond what is already authorized.
The bill was introduced by Senator Angus King, with Senator John Cornyn as a cosponsor, and referred to the Senate Committee on Veterans' Affairs on January 28, 2025. According to the official Congressional Research Service summary, the bill's provisions were incorporated into other legislation that has since been enacted, so no further independent action on S. 264 itself is expected.
Plain-English summary generated by Bill100 AI from the official record. Always verify against the source below.
Official summary
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.
Timeline
28 Jan 2025
Read twice and referred to the Committee on Veterans' Affairs.
Common questions
- What does S. 264 do?
- S. 264, the Improving Veterans' Experience Act of 2025, would amend title 38 of the U.S. Code to formally establish a Veterans Experience Office within the Department of Veterans Affairs' Office of the Secretary. The office would be led by a Chief Veterans Experience Officer, appointed by and reporting directly to the Secretary, and would be responsible for setting customer-experience strategy, collecting data on veteran satisfaction and use of benefits, advising on the accuracy of VA websites and customer-facing information, and requiring other VA offices to report on customer-experience efforts. The Secretary would be required to submit an annual report to Congress summarizing this data, and the office's authorities would expire on September 30, 2028. The bill also directs the Comptroller General to review the VA's customer-experience methods, including tools like "trust scores" and "VSignals," and report findings to Congress within 540 days of enactment. The bill primarily affects VA administration and, indirectly, veterans and other beneficiaries who use VA benefits and services, since it aims to improve how the agency tracks and responds to their satisfaction and needs. It does not expand VA staffing levels beyond what is already authorized. The bill was introduced by Senator Angus King, with Senator John Cornyn as a cosponsor, and referred to the Senate Committee on Veterans' Affairs on January 28, 2025. According to the official Congressional Research Service summary, the bill's provisions were incorporated into other legislation that has since been enacted, so no further independent action on S. 264 itself is expected.
- Has S. 264 become law?
- The source does not supply a confirmed lifecycle stage for S. 264. Check the latest action and official source below.
- Who sponsored S. 264?
- S. 264 was sponsored by Sen. King, Angus S., Jr. [I-ME] (I-ME), with 1 cosponsor.
- What's the latest action on S. 264?
- Read twice and referred to the Committee on Veterans' Affairs. (28 Jan 2025).
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