Washington, DC – Today, Congresswoman Julia Brownley (CA-26), Congresswoman Nikki Budzinski (IL-13), and Congressman Morgan McGarvey (KY-03) reintroduced the Improving Veterans Experience Act, a bill to codify the Veterans Experience Office (VEO) within the U.S. Department of Veterans Affairs (VA). Established in 2015, the VEO gathers feedback directly from veterans, their families, and caregivers on their experience with VA and incorporates the information to improve services. The VEO has been crucial to improving veterans’ trust in VA outpatient care, expanding outreach to women veterans, and creating a more effective and supportive mobile app that provides veterans with information and resources about care and benefits.
“As a member of the House Veterans’ Affairs Committee, one of my primary goals has been to ensure our nation’s veterans have access to the timely, high-quality care they are entitled to. By codifying the Veterans Experience Office, the VA can continue to carry out its mission to provide the highest quality customer experience when delivering care, benefits, and memorial services to veterans and their families. I applaud Congresswoman Budzinski’s leadership and commitment to fulfilling the solemn promise of serving our veterans as well as they have served our country,” said Congresswoman Brownley, Ranking Member of the House Veterans’ Affairs Health Subcommittee.
“There is no better way to improve VA services than to hear from the veterans, family members and caregivers who are navigating the process firsthand,” said Congresswoman Budzinski. “By giving veterans a voice and putting their insights into action, VEO has made VA services more accessible and has built trust among the folks they serve. With the VA under attack by the Trump Administration’s DOGE efforts, I urge my colleagues in Congress to pass our legislation to codify this critical resource.”
“Codifying the Veterans Experience Office ensures that veteran feedback stays at the heart of every decision the VA makes,” said Congressman McGarvey. “If we want a system that truly serves those who’ve served, we need to make sure their experiences shape policy, improve access, and build trust. Our veterans deserve nothing less.”
“By actively seeking and integrating veterans’ feedback on VA health care and benefits, the Veterans Experience Office helps VA to design and deliver better veteran-centric services. DAV thanks Rep. Budzinski for introducing the Improving Veterans’ Experience Act, which would codify the VEO inside VA to ensure veterans’ voices and perspectives are guiding VA’s plans and programs,” said DAV National Legislative Director Joy Ilem.
In 2016, VEO helped launch the first VA-wide customer experience survey to collect feedback on the ease, effectiveness, and emotional resonance of VA services. According to the VA, veteran trust in the agency has increased by 25% since the survey was established, reaching an all-time high in 2024. Responding to feedback that VA had too many phone numbers and websites, VEO led the creation of simple, easy-to-remember “front doors” by phone at 1-800-MyVA411 and online at VA.gov.
The Improving Veterans’ Experience Act is endorsed by Disabled American Veterans (DAV).
Read the full text of the bill here.
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Issues: 119th Congress, Veterans' Affairs