Stuck On Hold Act

This bill would require the Department of Veterans Affairs (VA) to install automated phone systems that provide callers with their estimated wait times. For wait times exceeding 10 minutes, the system would be required to offer callers a callback option. Additionally, the VA would be tasked with issuing guidance to reduce average phone wait times to 10 minutes or less.

This bill primarily affects the Department of Veterans Affairs (VA), which would be required to implement new automated phone systems and issue guidance to reduce wait times. Individuals who contact the VA via customer phone lines are also affected, specifically those experiencing wait times of more than 10 minutes who would be offered callback services and wait time notifications.

• Automated wait time notifications. Requires the Department of Veterans Affairs to implement automated systems for customer phone lines that provide callers with their expected wait time.
• Callback option for extended wait times. Mandates that the Department of Veterans Affairs offer callers a callback option if the expected wait time exceeds 10 minutes.
• Wait time reduction guidance. Directs the Department of Veterans Affairs to issue guidance aimed at reducing the average caller wait time to 10 minutes or less.

The bill modifies the administrative operations of the Department of Veterans Affairs (VA) by requiring the implementation of new automated systems and performance guidance for existing customer phone lines.

The bill aims to improve the Department of Veterans Affairs (VA) customer service by requiring automated systems that provide expected wait times and callback options for callers. Additionally, it seeks to minimize veteran wait times on phone lines to a maximum average of 10 minutes through new departmental guidance.