DHS has been piloting workshops to give Components time and space to think about their CX maturity. These workshops have two main goals:
- self-diagnose the maturity level for a program or service within a Component (like Global Entry (GE), National Flood Insurance Program (NFIP)).
- build a connection between Component teams to celebrate the CX work they're doing.
On March 26th of 2024, the CX Directorate piloted a CX Maturity Workshop. Twenty-three participants from seven components joined us.
The process for self-diagnosing a maturity level is conversation-based. It guides component teams through the set of practices for each core function.
Facilitators talk through each practice card. Representatives from the component's chosen program or service work together with the facilitator
As teams discuss each practice, they take notes to document examples of how the practice is being implemented.
When they're done, teams work together to place themselves as emerging, established, or exemplary in their maturity.
Run your own CX Maturity Workshop
We've packaged the facilitator guides, prompts, and other tools all in one place so you can run a workshop for your own team.
DHS has been piloting workshops to give Components time and space to think about their CX maturity. These workshops have two main goals:
- Self-diagnose the maturity level for a program or service within a Component (like Global Entry (GE), National Flood Insurance Program (NFIP)).
- Build a connection between Component teams to celebrate the CX work they're doing
A CXD facilitator is available to help your team use this tool. If you'd like to learn more, please reach out to us at cx@hq.dhs.gov
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CX Maturity Workshop Template
