Bill > HR3578

This bill establishes the Veterans Experience Office (VEO) within the Department of Veterans Affairs (VA) to improve veterans' satisfaction with and access to benefits and services. 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 and analyzing veteran-derived data, providing guidance on veteran engagement, assessing VA websites and customer service efforts, and requiring other VA offices to report customer experience metrics. The office will submit annual reports to Congress with detailed data on veteran satisfaction, usage of benefits, and potential barriers to accessing services. The bill ensures that the office will protect veterans' privacy and will not have access to personally identifiable information without consent. The VEO is designed to be a coordinating body that helps improve the overall veteran experience across the VA, with a sunset provision that will terminate the office's requirements and authorities on September 30, 2028. Additionally, the bill mandates a Comptroller General review of the office's methodology and effectiveness within 540 days of the act's enactment.

Military Affairs and Security

https://www.congress.gov/bill/119th-congress/house-bill/3578/all-info