Veterans Experience Office Made Permanent in New Funding Bill

January 3, 2025

The proposed continuing resolution by congressional leaders aims to maintain government funding through March 14, effectively averting a potential shutdown. A significant provision within this extensive 1,500-page document is the permanent establishment of the Department of Veterans Affairs’ (VA) Veterans Experience Office (VEO).

The VEO, initially launched in 2015, has been instrumental in gathering feedback from veterans and their families to improve the delivery of VA benefits and services. The office’s primary focus is on enhancing trust in the department by utilizing feedback from surveys to gauge veteran satisfaction and applying this data to reform VA services. The VEO introduced a pioneering initiative in 2016 called Veterans Signals (VSignals), designed to collect and analyze customer experience data through surveys. This process led to significant updates to the VA website, making it more navigable and user-friendly.

The codification effort builds on legislative efforts led by Reps. Nikki Budzinski (D-Ill.) and Julia Brownley (D-Calif.), alongside a corresponding bill by Senator Angus King (I-Maine). These efforts collectively emphasize simplifying processes for veterans seeking assistance and making VA services more accessible by incorporating veteran feedback directly into service improvements.

One of VEO’s notable initiatives includes the collection and analysis of data to combat veteran-targeted scams. By gathering feedback through a call center and website, the office aims to understand and mitigate common fraud techniques targeting veterans. Additionally, VEO is exploring the use of artificial intelligence (AI) for analyzing survey responses. This AI application can identify critical phrases indicating issues like suicidal ideation, allowing for timely intervention by mental health professionals.

The proposed legislation mandates that all VA offices supply the VEO with relevant customer experience data. Moreover, it outlines the procedures for appointing a Chief Veterans Experience Officer, who will report veteran feedback and satisfaction metrics to Congress. This comprehensive approach is intended to ensure the VEO can effectively carry out its mission to enhance the overall customer experience for veterans.

In summary, the temporary funding resolution aims not only to prevent a government shutdown but also to institutionalize a critical component of the VA’s feedback and service improvement mechanism. By embedding the VEO into the VA’s official framework, Congress aims to sustain and enhance the quality and accessibility of services provided to veterans.

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