Welcome to our collection of tools, learnings, and stories about our CX maturity work.
- Looking to run your own CX Maturity workshop? Check out Our CX Maturity Workshop to see what our workshops look like. You can even access a Mural template to run a virtual workshop with your team.
- Interesting in learning about our model? Check out Our CX Maturity Model for an overview of its structure.
- Looking to see what we've learned from our research so far? Check out Our Findings.
Our initiative focuses on creating a human-centered DHS. This means we are focusing on:
- Helping Components identify the CX maturity level for a program or service
- Providing Components with a pathway to advance maturity across all core functions
- Finding where the CX directorate can offer support by providing guidance, tools, and/or services such as project-based coaching and training
- Continuing to build a library of best practices and DHS specific case studies
- Making it easier to collaborate and share the best CX practices across DHS
Here, you can learn more about our model, how it works, and how to use it yourself. If you and your team are interesting in learning more, please reach out to us at cx@hq.dhs.gov
Our History & Background
Over the last 2 years, the CXD team has been iterating the CX Maturity Initiative. This work is driven by mandates and strategic plans throughout government. Here at the Department level within the OCIO, we have Goal 4 within the IT strategic plan that drives the work to “mature and measure CX organizations and practices” and policy directive 076-02 (Designing and Delivering Improved Customer Experience for the Public), that directs Components to develop strategies to establish CX capabilities. Across the federal government, the current focus on “Customer Experience” stems from three mandates:
- Executive Order 14058 on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government
- The President’s Management Agenda (PMA), Priority 2
- 21st Century Integrated Digital Experience Act (IDEA)