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  5. Customer Experience (CX)

Customer Experience (CX)

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DHS CX Initiatives

Interested in what CX initiatives are happening within the CXD and across DHS? Come learn what teams are doing and how you can get involved with learning or advancing your CX skillsets.

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Measuring CX

Learn how to measure customer experience (CX) with a focus on operations and outcomes.

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Creating CX Metrics

Guidance on creating metrics for customer experience (CX).

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Customer Research That Does Not Need PRA Clearance

Customer Research That Does Not Need PRA Clearance: Ethnographic Interviews, and Surveys or Recruitment.

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Dashboard Learnings Report

This report summarizes the design of a customer experience (CX) Metrics Dashboard and the value in measuring CX.

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CX Community

CX Community

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The CIS Ombudsman’s Webinar Series: Engagement with USCIS on Customer Experience Enhancements

On September 26, 2023, the Department of Homeland Security’s (DHS) Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) hosted a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience (CX) enhancements and online tools.

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DHS Burden Reduction: Committing to a Customer-Centric Culture

The Department of Homeland Security (DHS) has launched the first annual Burden Reduction Plan for Fiscal Year (FY) 2024. In the new plan, the Department is charged to build upon the momentum of the prior DHS Paperwork Reduction Act (PRA) Burden Reduction Initiative (which reduced over 21 million hours of burden on customers) to transform the public’s experience with our organization. DHS will continue to improve the experience of everyone who relies on the Department for critical services by making customer experience a central and lasting part of our culture.

 
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DHS Burden Reduction Plan for Fiscal Year 2024

The Department of Homeland Security’s Burden Reduction Plan for Fiscal Year (FY) 2024 is a cross-functional and cross-Component effort that continues the successes achieved in FY 2023. It is critical for all DHS employees to place customers at the center of all work and improve their interactions and experiences with the Department.

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Meet CX at DHS

The Department of Homeland Security (DHS) has over one billion interactions with the public every year. Every person in this country (and beyond) interacts with services and systems DHS manages. That’s a lot of public touchpoints. That’s also a lot of opportunity to build trust and deliver value one interaction at a time.