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. This helps to streamline how we’re talking about CX and build a shared language across DHS and the federal government.
Each core function in our maturity model contains a set of practices. These practices are focused on human-centered design.
Our Practices
We’ve chosen to focus on these skills because they are essential to building a CX foundation. Other important practices related to CX may be included in the future.
There are 3 levels of maturity in each core function
Emerging:
Starting out or taking root. Practices are in early stages, they're exploratory and relatively new.
Established:
Practices that have taken hold in pockets across the agency or a team. Maybe you're telling stories or sharing data about the value of your CX investment.
Exemplary:
Practices have taken root, are well grounded, widely adopted or understood.
In a workshop format, teams sort through them and remove the ones they don't do. The cards that remain can be celebrated; the ones that were removed become next steps. Each core function contains between 6-9 practices, like ones shown below
