38 U.S.C. § 325 — Veterans experience office 1

(a) Establishment. The law creates, inside the Office of the Secretary^* at the Department^* of Veterans Affairs, a "Veterans Experience Office" (called the "Office" here).
(b) Head of Office. (1) The Chief Veterans Experience Officer runs the Office. (2) That officer: (A) is appointed by the Secretary from people the Secretary considers qualified; (B) reports directly to the Secretary; and (C) is responsible for the Office's functions listed in (c).
(c) Function. The Office's jobs are: (1) running the Department's key efforts on veterans' and beneficiaries' satisfaction with, and use of, benefits and services, including setting strategy, policy, and guidance, and making sure the Office's work does not duplicate other Department offices; (2) requiring other Department offices to report regularly on customer experience metrics and improvement plans to the Chief Veterans Experience Officer; (3) collecting data from veterans to (A) measure satisfaction and usage of eligible benefits and services, and (B) feed into policymaking; (4) giving Department entities strategic guidance for engaging veterans and beneficiaries about benefits and services, including those who are not using them; (5) assessing and advising the Secretary on how accurate and helpful the Department's websites and other customer-facing information are, in any format; and (6) assessing and advising the Secretary on the state^* of, and opportunities to improve, the Department's customer service.
(d) Reports. (1) Each year, the Chief Veterans Experience Officer must send the Secretary a summary of the customer experience data reported by other Department offices under (c)(2). (2) Within 180 days after the Secretary gets that summary, the Secretary must send Congress an annual summary and analysis of it. (3) Each annual summary to Congress must include: (A) customer service and experience feedback data, broken down by benefit or service, with relevant demographics; and (B) data on veteran^* and beneficiary satisfaction with, and use of, benefits or services, broken down by benefit or service and demographics, including (i) possible reasons people do not use a benefit or service, such as (I) eligibility, (II) not knowing it exists, (III) technology, information, or time barriers, and (IV) other reasons, and (ii) an analysis of how to address those reasons.
(e) Staff and Resources. (1) The Secretary must make sure (A) the Office has the staff, resources, and access to customer service information it needs; and (B) any information given to the Office does not include a veteran's or other beneficiary's personally identifiable information, unless that person consents to sharing it. (2) Other Department offices' pay and administrative funds can be used to reimburse the Office for services, at rates that recover the Office's actual costs, if the Secretary decides this will not hurt that office's ability to do its own required work. (3) Nothing here lets the Department add more full-time employees than it is already allowed.
(f) Privacy. Nothing here lets the Chief Veterans Experience Officer disclose records in violation of the Privacy Act of 1974 (5 U.S.C. § 552a).
(g) Sunset. This section's requirements and authority end on September 30, 2028.