How well are we serving you?
DHS is using data to help improve customer experience (CX) in government services.
This data measures service performance at key points in the customer journey. The goal is to strengthen DHS operations and meet the needs of the public and federal employees.
FEMA's mission is to help people before, during and after disasters.
OFIA Inquiry Response Time
FY 2023
Average Response Time
3.81 Hours
Target
8 Business Hours (+110%)
Source: Salesforce Customer Relationship Management Tool
Flood Insurance Advocate
FEMA's Office of the Flood Insurance Advocate (OFIA) supports the fair treatment of National Flood Insurance Program (NFIP) policyholders and property owners by providing one-on-one assistance to customers contacting the Office.
Customers
National Flood Insurance Program policyholders or property owners.
Service Goal
The customer receives a timely initial contact related to their inquiry so that they know OFIA is working on their case.
OFIA Case Processing Time
FY 2023
Average Processing Time
11.85 Days
Target
15 Business Days (+27%)
Source: Salesforce Customer Relationship Management Tool
Flood Insurance Advocate
FEMA's Office of the Flood Insurance Advocate (OFIA) supports the fair treatment of National Flood Insurance Program (NFIP) policyholders and property owners by providing one-on-one assistance to customers contacting the Office.
Customers
National Flood Insurance Program policyholders or property owners.
Service Goal
Customers get a timely response to questions or concerns. This allows more time for complex cases.
TSA protects the nation's transportation systems to ensure freedom of movement for people and commerce.
TSA PreCheck® Wait Times
FY 2023
Target Average Wait Time
Less than 10 Minutes
Segmented Wait Times
Source: TSA Checkpoint Screening Data
TSA PreCheck® Screening
TSA PreCheck® provides passengers with a smoother security screening process. Passengers with TSA PreCheck® do not need to remove shoes, laptops, 3-1-1 liquids, belts or light jackets.
Customers
Travelers
Service Goal
Customers can have enough time post-checkpoint to accomplish any pre-flight tasks before boarding.
TSA Standard Wait Times
FY 2023
Target Average Wait Time
Less than 20 Minutes
Segmented Wait Times
Source: TSA Checkpoint Screening Data
TSA Standard Screening
TSA screens over 2 million passengers, 5.5 million carry-on items, and 1.4 million checked bags each day. TSA operates security screenings at over 440 airports across the nation.
Customers
Travelers
Service Goal
Customers will safely get to their destination.
USCIS oversees lawful immigration to the United States.
N-400 Processing Times
FY 2023
Average Processing Time
7.6 Months
Target
8 Months (+5%)
Source: Electronic Immigration System (ELIS)
N-400
The N-400 is the application for naturalization and one of the most impactful benefits that USCIS offers. It paves a pathway to naturalized citizenship for lawful permanent residents who have been in the U.S. for a time -- while meeting people's desire to become U.S. citizens with all the benefits that comes with.
Customers
Lawful Permanent Residents who are eligible for naturalization.
Service Goal
Customers can plan for opportunities that require citizenship.
FOIA Request for A-Files
FY 2023
Average Processing Time
17 Days
Target
25 days (+47%)
Source: USCIS FIRST System
A-Files
USCIS manages the U.S. A-file system, which holds significant records information on persons who have encountered the U.S. immigration system. These individuals may need these official files for many other purposes, such as legal proceedings or benefits applications.
Customers
All immigrants with a U.S. government issued A-number.
Service Goal
Customers are able to get needed personal immigration information for other purposes.