Bill > S264

This bill establishes a new Veterans Experience Office (VEO) within the Department of Veterans Affairs (VA) to improve veterans' interactions with VA services and benefits. The office will be led by a Chief Veterans Experience Officer, who will be appointed by the VA Secretary and report directly to them. The VEO's key functions include developing customer experience strategies, collecting data on veteran satisfaction and service usage, providing guidance to VA entities on veteran engagement, assessing VA websites and customer-facing information, and advising the Secretary on service improvement opportunities. The office will be required to submit annual reports to Congress detailing customer service feedback, disaggregated by benefits and services, and including demographic data and analysis of reasons why veterans might not be using available services. The bill ensures that the office will protect veterans' privacy and cannot disclose personally identifiable information without consent. The VEO is initially established with a sunset provision, meaning it will terminate on September 30, 2028, unless renewed. Additionally, the Comptroller General is mandated to conduct a review of the office's methodology and effectiveness within 540 days of the bill's enactment and report findings to congressional veterans' affairs committees.

Military Affairs and Security

https://www.congress.gov/bill/119th-congress/senate-bill/264/all-info