Our Findings So Far
On March 26th, 2024, CXD piloted a CX Maturity Workshop. 23 participants from 7 Components joined us. Below is a summary of what we are working on now and what we can work on in the future.
Breadcrumb
- Home
- About DHS
- Site Links
- Keywords
- Customer Experience (CX)
Customer Experience (CX)
Last Updated:
| Site Page
Last Updated:
| Site Page
CX Maturity Workshop
DHS has been piloting workshops to give Components time and space to think about their CX maturity.
Last Updated:
| Site Page
Our Maturity Model
To visualize our CX Maturity, we developed models representing core functions of CX growth. We adapted the 5 Core Functions mentioned in OMB’s A-11 280 policy. This is because several Components are already required to coordinate with them.
Last Updated:
| Site Page
CX Maturity Initiative
Welcome to our collection of tools, learnings, and stories about our CX maturity work.
Last Updated:
| Publication
CIS Ombudsman Language Access Plans
The Office of the Citizenship and Immigration Ombudsman (CIS Ombudsman) is committed to providing meaningful access to our office and activities for individuals with limited English proficiency.
Last Updated:
| Publication
Writing Defendable Congressional Justifications
Writing Defendable Congressional Justifications
Last Updated:
| Publication
PD and PWP Descriptions Template
A human-centered culture needs employees who are aware and strive for organizational transformation. Adding CX-related duties and KSAs to non-CX PDs, and CX goals to performance plans can improve customer experience.
Last Updated:
| Publication
CX Skillset Matrix
A guide document to assess hiring candidates CX skills and understanding
Last Updated:
| Publication
CX Candidate Guide
A guide for CX professionals to utilize when looking for candidates to fill positions
Last Updated:
| Publication
Customer Experience Strategy Template
A template for CX professionals to lay out their organizations' CX strategy