---
kind: "section"
citation: "38 U.S.C. § 325"
title: "38"
title_heading: "Veterans’ Benefits"
number: "325"
heading: "Veterans experience office 1"
release: "119-102"
date: "2026-07-12"
url: "https://uscodex.org/usc/38/325"
units:
  - "Part I — General Provisions"
  - "Chapter 3 — Department of Veterans Affairs"
---

# §325. Veterans experience office 1

- (a) **Establishment.—** There is established in the [Department](/usc/38/101.md?p=1) within the Office of the [Secretary](/usc/38/101.md?p=1) an office to be known as the “[Veterans](/usc/38/101.md?p=2) Experience Office” (in this section referred to as the “Office”).
- (b) **Head of Office.—**
  - (1) The head of the Office shall be the Chief [Veterans](/usc/38/101.md?p=2) Experience Officer.
  - (2) The Chief [Veterans](/usc/38/101.md?p=2) Experience Officer shall—
    - (A) be appointed by the [Secretary](/usc/38/101.md?p=1) from among individuals the [Secretary](/usc/38/101.md?p=1) considers qualified to perform the duties of the position;
    - (B) report directly to the [Secretary](/usc/38/101.md?p=1); and
    - (C) be responsible for carrying out the functions of the Office set forth under [subsection (c)](#c).
- (c) **Function.—** The functions of the Office are as follows:
  - (1) Carrying out the key customer experience initiatives of the [Department](/usc/38/101.md?p=1) relating to [veterans](/usc/38/101.md?p=2)’ and other beneficiaries’ satisfaction with and usage of benefits and services furnished under laws administered by the [Secretary](/usc/38/101.md?p=1) for which they are eligible, including setting the strategy, framework, policy, and other guidance for the [Department](/usc/38/101.md?p=1) relating to customer experience, including ensuring the activities of the Office and those of other organizations and offices within the [Department](/usc/38/101.md?p=1) are coordinated and not duplicative.
  - (2) Requiring the heads of other organizations and offices within the [Department](/usc/38/101.md?p=1) to report regularly on customer experience metrics, action plans, and other customer experience improvement efforts to the Chief [Veterans](/usc/38/101.md?p=2) Experience Officer.
  - (3) Collecting [veteran](/usc/38/101.md?p=2)-derived data—
    - (A) to determine [veteran](/usc/38/101.md?p=2) and beneficiary satisfaction with and usage of the benefits and services furnished under laws administered by the [Secretary](/usc/38/101.md?p=1) for which they are eligible; and
    - (B) to be considered during policymaking.
  - (4) Providing strategic guidance and strategies to [Department](/usc/38/101.md?p=1) entities for engaging with [veterans](/usc/38/101.md?p=2) and beneficiaries regarding benefits and services furnished under laws administered by the [Secretary](/usc/38/101.md?p=1), including those not using such benefits and services.
  - (5) Assessing and advising the [Secretary](/usc/38/101.md?p=1) on the accuracy and helpfulness of the websites and other customer-facing information of the [Department](/usc/38/101.md?p=1), be it available electronically or in any other format.
  - (6) Assessing and advising the [Secretary](/usc/38/101.md?p=1) on the status and opportunities for improvement of the customer service efforts of the [Department](/usc/38/101.md?p=1).
- (d) **Reports.—**
  - (1) Each year, the Chief [Veterans](/usc/38/101.md?p=2) Experience Officer shall submit to the [Secretary](/usc/38/101.md?p=1) a summary of the data received by the Chief [Veterans](/usc/38/101.md?p=2) Experience Officer under [subsection (c)(2)](#c-2).
  - (2) Each year, not later than 180 days after the date on which the [Secretary](/usc/38/101.md?p=1) receives the summary under [paragraph (1)](#d-1), the [Secretary](/usc/38/101.md?p=1) shall submit to Congress an annual summary and analysis of the matters summarized pursuant to such paragraph.
  - (3) Each annual summary submitted pursuant to [paragraph (2)](#d-2) shall include the following:
    - (A) Data regarding customer service and experience feedback, disaggregated by benefit or service furnished under laws administered by the [Secretary](/usc/38/101.md?p=1), and relevant demographic data of the [veterans](/usc/38/101.md?p=2) and beneficiaries providing the feedback.
    - (B) Data regarding [veteran](/usc/38/101.md?p=2) and beneficiary satisfaction with and usage of benefits or services, disaggregated by benefit or service furnished under laws administered by the [Secretary](/usc/38/101.md?p=1), and relevant demographic data of the [veterans](/usc/38/101.md?p=2) and beneficiaries providing the feedback, including—
      - (i) potential reasons for not using the benefits or services, such as—
        - (I) eligibility;
        - (II) lack of knowledge or awareness of existence of benefit or service;
        - (III) barriers of technology, information, or time; and
        - (IV) other related reasons; and
      - (ii) an analysis of how such reasons may be addressed.
- (e) **Staff and Resources.—**
  - (1) The [Secretary](/usc/38/101.md?p=1) shall ensure that—
    - (A) the Office has such staff, resources, and access to customer service and experience information as may be necessary to carry out the functions of the Office; and
    - (B) any information provided to the Office does not include personally identifiable information of an individual [veteran](/usc/38/101.md?p=2), survivor, [dependent](/usc/38/3452.md?p=d), or other beneficiary unless such individual provides appropriate consent to allow such information to be shared with the Office.
  - (2) Funds available for basic pay and other administrative expenses of other [Department](/usc/38/101.md?p=1) organizations and offices may be available to reimburse the Office for all services provided at rates which will recover actual costs for services provided to such organizations if the [Secretary](/usc/38/101.md?p=1) determines that contributing to such costs will not undermine the ability of any such organization or office to provide services required by such office.
  - (3) Nothing in this subsection shall be construed to authorize an increase in the number of full-time employees otherwise authorized for the [Department](/usc/38/101.md?p=1).
- (f) **Privacy.—** Nothing in this section shall be construed to authorize the Chief [Veterans](/usc/38/101.md?p=2) Experience Officer to disclose any record in contravention of [section 552a of title 5](/usc/5/552a.md) (commonly referred to as the “Privacy Act of 1974”).
- (g) **Sunset.—** The requirements and authorities of this section shall terminate on September 30, 2028.

## Footnotes

[^1]: So in original. Probably should be “Veterans Experience Office”.

## Source credit

(Added Pub. L. 119–33, § 2(b)(1), Aug. 14, 2025, 139 Stat. 485.)

## Notes

### Statutory Notes and Related Subsidiaries

### Short Title

For short title of section 2 of Pub. L. 119–33, which enacted this section, as the “Improving Veterans’ Experience Act of 2025”, see section 2(a) of Pub. L. 119–33, set out as a Short Title of 2025 Amendment note under section 101 of this title.